Front Office (Reception) Leader

Shangri-LaHotel, Surabaya invites applications for the position of Front Office (Reception) Leader. As part of the globally renowned Shangri-La Group, established in 1971, this role embodies the group's core philosophy where joy is a fundamental aspect of hospitality. The Front Office (Reception) Leader plays a pivotal role in ensuring every guest experience reflects the care and human touch that defines Asian hospitality, fostering heartfelt connections and creating unforgettable stays.

About the Role

The Front Office (Reception) Leader is responsible for leading the front office team, ensuring seamless operations and exceptional guest service. This position requires a proactive leader who can manage staff, handle guest inquiries and complaints, and maintain the highest standards of professionalism and efficiency within the reception area.

Key Responsibilities

• Lead, train, and motivate the front office team, including receptionists and bell staff, to deliver outstanding guest service.
• Manage daily front office operations, including check-in/check-out procedures, room assignments, and guest inquiries.
• Resolve guest complaints and issues promptly and professionally, ensuring guest satisfaction and loyalty.
• Coordinate effectively with other hotel departments (Housekeeping, Food & Beverage, Sales) to ensure smooth guest experiences.
• Maintain accurate records, manage room inventory, and ensure compliance with hotel policies and procedures.
• Monitor staff performance, provide feedback, and implement performance improvement plans as needed.
• Ensure the front office area is clean, organized, and welcoming at all times.

Requirements

• Previous experience in a similar leadership role within the hospitality industry, preferably in a luxury or upscale hotel.
• Strong leadership, communication, and interpersonal skills to manage a team and interact effectively with guests and colleagues.
• Excellent problem-solving abilities and a customer-focused mindset.
• Knowledge of front office systems, procedures, and standards of service.
• Ability to work flexible hours, including weekends and public holidays.
• Relevant hospitality qualification or degree is advantageous.