The Guest Service Manager (FOM) leads and manages all Front Office operations at Citadines Berawa Beach Bali Resort, ensuring a seamless, warm, and brand-aligned guest experience from pre-arrival through post-departure.
As the operational head of the guest-facing department, the FOM is responsible for the performance, culture, and commercial contribution of a 12-person team across reception, guest relations, duty management, and transport services.
The FOM acts as a key liaison between Rooms Division, Housekeeping, Sales, OM and the General Manager, and is expected to drive guest satisfaction scores, revenue optimization at the front desk, and team capability development in alignment with Ascott Group standards
Job Description:
- Lead, coach, and manage the Front Office team to ensure high performance, strong engagement, and consistent service standards across all shifts.
- Drive a seamless, brand‑aligned guest journey by overseeing service delivery, VIP handling, and guest satisfaction improvement initiatives.
- Oversee daily Front Office and reservations operations to ensure accuracy, efficiency, and compliance with operational and commercial policies.
- Supervise Duty Management functions to ensure smooth operation during all shifts, effective issue resolution, and emergency readiness.
- Develop and prepare Front Office leaders and team members through coaching, cross‑training, and performance monitoring.
- Manage and enhance the Resort Ambassador function to deliver personalized, high‑touch guest experiences and drive repeat stays.
- Oversee guest transportation services to ensure safety, reliability, and seamless coordination with Front Office operations.
- Support revenue optimization through front desk upselling, ASR enrolment, and collaboration with Revenue & Distribution teams.
- Ensure accurate reporting, budget control, compliance, and administrative coordination for the Front Office department.
Requirements:
- Minimum bachelor's degree in hospitality management or related field
- At least 3–5 years of experience in Front Office or Guest Service Management within the hospitality industry
- Strong leadership skills with the ability to manage and motivate a multicultural team
- Excellent communication skills in English (spoken and written); additional languages will be an advantage
- Strong guest‑centric mindset with proven experience in service recovery and guest satisfaction management
- Good understanding of hotel systems (PMS), operational standards, and service excellence
- Able to work under pressure, with strong problem‑solving and decision‑making skills
