Front Office Supervisor – Hotel Reception

About the role

The Front Office Supervisor will lead the reception team at The Apurva Kempinski Bali, ensuring that every guest receives service that meets Kempinski’s high standards and the Leading Quality Assurance (LQA) criteria. This role combines operational oversight with guest‑focused problem solving in a luxury five‑star environment.

Key responsibilities

• Plan and supervise daily reception activities, including guest arrivals, departures, room sales, and VIP, group and crew allocations.
• Monitor and coach reception staff, ensuring professional appearance and adherence to service standards.
• Conduct onboarding and on‑the‑job training for new team members.
• Handle guest requests and complaints promptly, coordinating with relevant departments to resolve issues.
• Maintain accurate guest information, rates, room types, billing, and loyalty programme updates.
• Oversee cash handling and cashier duties of subordinates.
• Prepare shift handover reports covering complaints, incidents and special situations.
• Perform administrative tasks such as briefings, report writing and other duties as assigned by supervisors or managers.

Required profile

• Indonesian citizenship.
• 1‑2 years experience in a front‑office or receptionist role, preferably in an international five‑star hotel.
• Fluent in Indonesian and English, both written and spoken; additional languages are a plus.
• Strong knowledge of front‑desk operations and VIP welcoming protocols.

Required skills

• Proficiency in Microsoft Word, Excel and PowerPoint.
• Advanced knowledge of Opera property management system.
• Basic knowledge of Micros point‑of‑sale system.