Front Office

Position: Front Office & Guest Experience Manager (Leadership Team)

Department: FO & Guest Experience

Reports to: General Manager

Start date: As soon as possible (flexible for the right candidate)

This position is open to Indonesian citizens only

About Heritage Boutique Hotel

Nestled in the cliffs of Uluwatu, Bali, Heritage Boutique Hotel is a serene retreat where Indonesian culture, refined design, and meaningful guest experiences come together. With 20 elegantly crafted rooms, a fine dining restaurant (Mr. Gusti), a tranquil yoga studio (Miss. Bu), elevated poolside hospitality, and F&B services supporting 29 private villas, Heritage blends modern luxury with authentic Balinese heritage. As a rapidly growing boutique hotel brand, our mission is to create unforgettable stays through personal service, cultural storytelling, and a seamless harmony of comfort, taste, and style — both for hotel guests and villa residents.

Role Overview

The Front Office & Guest Experience Manager leads all front office and guest journey operations for Heritage Boutique Hotel and supported villa services. This role is responsible for delivering exceptional, personalized guest experiences from pre-arrival to post-departure, while ensuring efficient operations, strong team performance and consistent brand standards. The role plays a key part in pre-opening, setting up systems, service standards and guest experience rituals, and works closely with the General Manager and leadership team to integrate hospitality, culture and operational excellence.

Key Responsibilities

• Lead all front office, guest services, concierge and villa guest support operations
• Design and manage the full guest journey including pre-arrival communication, arrival experience, in-house engagement and departure
• Lead pre-opening setup including SOPs, guest experience flows, staffing plans and soft opening execution
• Implement service rituals and storytelling elements aligned with the Heritage brand identity
• Oversee reservations processes, room allocation, arrival planning and guest communication
• Manage PMS workflows, guest profiles, reporting and coordination with housekeeping and F&B
• Recruit, train and develop front office and guest experience teams in collaboration with HR
• Build strong supervisors and ensure consistent service culture and professionalism
• Proactively manage guest feedback, online reviews, complaints and service recovery
• Coordinate VIP handling, special occasions and personalized guest moments
• Monitor productivity, scheduling and payroll efficiency within the department
• Support revenue optimization through upselling, room category management and guest conversion
• Ensure safety, security procedures and emergency response standards are followed
• Prepare operational reports and contribute to leadership meetings and planning

Requirements

• Degree or diploma in Hotel or Hospitality Management is required
• Proven experience as Front Office Manager or Guest Experience Manager in a luxury or upscale hotel
• Pre-opening experience in boutique or lifestyle hotels is a strong advantage
• Strong understanding of PMS systems, guest communication tools and reservation workflows
• Excellent knowledge of luxury service standards and personalized guest engagement
• Proven leadership skills with the ability to build and train service-driven teams
• Highly organized, detail-oriented and operationally strong
• Confident handling guest situations and high-expectation clientele
• Fluent in English and Bahasa Indonesia, other languages is a plus
• Warm, professional and culturally sensitive communication style

What We Offer

• An inspiring workplace in one of Bali's most beautiful locations
• The opportunity to grow with a rapidly developing boutique hotel brand
• A key leadership role with strong influence on guest experience and brand delivery
• A collaborative and professional work environment with strong cultural values
• Opportunities for personal growth, training and career development
• Meals on duty (on-site only)
• Uniforms provided (guest-facing roles only)
• Staff events and team-building activities
• Supportive leadership that values initiative, creativity and excellence
• Paid annual leave and public holidays as per Indonesian labour regulations
• Competitive salary based on experience

If you feel aligned with our vision and would like to be part of our pre-opening team, we would be delighted to hear from you. Please send your CV and short motivation to

Job Type: Full-time

Application Question(s):

• Do you have experience as a Front Office Manager in a luxury hotel property?

Experience:

• Hospitality: 7 years (Preferred)