Front Office Manager Hotel

Front Office Manager / Front Office Chief

Novus Hotels & Resorts Group – 5-Star Resort Properties, West Java

Novus Hotels & Resorts Group is seeking a professional, service-driven, and highly motivated Front Office Manager / Front Office Chief to join one of our 5-star resort properties in West Java.

This position is suitable for an experienced hotelier who has strong Front Office leadership capability, understands luxury resort service standards, and is able to manage guest experience, team performance, room operations, and interdepartmental coordination at a professional level.

The selected candidate may be considered for placement at one of our resort properties, including Puncak or Anyer, depending on operational requirements and candidate suitability.

Job Responsibilities / Job Qualification

The selected candidate will be responsible for:

1. Leading Front Office Operations

   • Manage daily Front Office operations, including reception, guest relations, concierge/bell service, room assignment, cashiering, and coordination with reservations.

   • Ensure smooth guest arrival, in-house stay, and departure experience.

   • Maintain professional service standards, discipline, grooming, and operational consistency within the Front Office team.

2. Delivering Excellent Guest Experience

   • Ensure every guest receives warm, efficient, and memorable service according to 5-star resort standards.

   • Handle guest complaints, special requests, and service recovery quickly, professionally, and courteously.

   • Monitor VIP guests, repeat guests, group guests, corporate guests, and special arrangements to ensure all requirements are properly followed up.

   • Anticipate guest needs and ensure no guest request, program, or arrangement is forgotten.

3. Coordinating with Other Departments

   • Work closely with Housekeeping, Sales & Marketing, F&B, Engineering, Security, Finance, and other departments to ensure seamless guest service.

   • Coordinate room readiness, guest preferences, group arrivals, event-related arrangements, VIP handling, and special programs.

   • Ensure all guest-related information is properly communicated and followed up across departments.

4. Supporting Room Revenue and Occupancy Performance

   • Support the resort in maximizing room revenue, occupancy, room upselling, and guest spending opportunities.

   • Monitor daily arrivals, departures, room inventory, room blocking, and room status.

   • Work with Reservations and Sales teams to support smooth booking handling and guest satisfaction.

5. Managing Budget, Systems, and Reports

   • Work within the approved departmental budget while maintaining service quality.

   • Ensure proper cash handling, billing accuracy, Front Office reporting, and operational documentation.

   • Maintain accurate guest records, room status updates, handover logs, and shift reports.

   • Ensure proper use of hotel systems/PMS and related operational tools.

6. Training and Leading the Team

   • Train, coach, supervise, and motivate Front Office team members.

   • Conduct daily briefings, monitor performance, and ensure proper shift handover.

   • Build a positive team culture based on discipline, responsibility, communication, teamwork, and guest satisfaction.

7. Maintaining SOP and Compliance

   • Ensure all Front Office activities comply with company policies, resort standards, safety procedures, guest privacy standards, and applicable SOPs.

   • Identify operational issues and recommend improvements to enhance service efficiency and guest experience.

Job Specification / Candidate Requirements

The ideal candidate should have:

• Minimum 2 years of experience in the same or similar Front Office leadership position.

• Experience in a 4-star or 5-star hotel/resort environment is highly preferred.

• Strong understanding of Front Office operations, guest relations, complaint handling, room inventory, room blocking, cashiering, and interdepartmental coordination.

• Strong leadership skills with the ability to train, supervise, and motivate a team.

• Excellent communication and interpersonal skills.

• Good command of English, both spoken and written.

• Professional appearance, positive attitude, and strong service mindset.

• Highly motivated, proactive, creative, and result-oriented.

• Able to work under pressure and handle multiple operational priorities.

• Strong problem-solving and decision-making ability.

• Good teamwork and coordination skills with other departments.

• Familiarity with hotel PMS or Front Office systems is an advantage.

• Willing to work flexible hours, including weekends, evenings, and public holidays when required.

• Willing to be assigned to one of the group’s resort properties in West Java.

Education Requirement

• Minimum Diploma or Bachelor’s Degree in Hospitality Management, Tourism, Business Administration, or related field.

• Candidates with strong and relevant hotel operational experience may also be considered.

Work Experience

• Minimum 2 years of experience as Front Office Manager, Assistant Front Office Manager, Front Office Chief, Duty Manager, Guest Relations Manager, or similar Front Office leadership position.

• Previous experience in a resort environment will be an advantage.

Key Competencies

• 5-star guest service mindset

• Front Office leadership

• Guest complaint handling and service recovery

• Room revenue awareness

• Team supervision and training

• Interdepartmental coordination

• Operational discipline

• Communication skills

• Problem-solving ability

• Attention to detail

• Professional integrity and responsibility