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Company Description

Welcome to Pullman Lombok Merujani Mandalika Beach Resort. Our world is your playground.

Accor’s first premium-scale resort in Lombok, With 257 rooms, suites and villas—many with private pools—merge island tradition and sophisticated contemporary style. Overlooking the endless Indian Ocean or the lush gardens, in perfect harmony with their surroundings.

Dining at Pullman Lombok Mandalika is conceived to energize the body, inspire the mind and spark the palate. Two restaurants—including Sgara, the finest seafood restaurant in Lombok—and two bars serve food and drink blending the best of local and global influences. All set around our free-form pool, all with a backdrop of inspiring ocean views.

At Pullman Lombok, you’re free to do as much as you like. Or as little. The Pullman SPA creates personalized therapies for peace of mind, body and soul. Pristine beaches nearby are a hub for surfers and snorkelers. Unlock your potential on guided running trails, putting you in touch with the island environment—and your inner self. And motor races at Pertamina Mandalika International Street Circuit are just a few minutes’ drive away.

Job Description

Job Purpose

This position is responsible for the planning, supervision and management of all sections of Front Office to ensure that the overall service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Primary Responsibilities

Business Performance

Prepare and analyze monthly P&L and month-end reports, identify deviation from business plan goals

Work with the Finance in the preparation and management of the department’s budget and financial forecasts

Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department

Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals

Front Office Operation

Tour hotel daily, audit team members’ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed

Conduct line-ups, review all information pertinent to the day’s business

Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business

Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues

Analyze market trends and review clientele to work on upsell opportunity to increase the hotel’s revenue

Monitor and handle guest complaints in an expedient and effective manner

Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures

Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory

Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.

Team Management

Plan for future staffing needs

Interview, select and recruit direct reports

Identify and develop team members with potential. Mentor and train appropriate employees for upward growth

Conduct performance review with the team

Constantly monitor team members’ appearance, attitude and degree of professionalism

Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

Prepare payroll and gratuity reports

Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

Be well versed in hotel fire & life safety/emergency procedures

Attend all briefings, meetings and trainings as assigned by management

Report for duty on time wearing clean and complete uniform at all times

Maintain a high standard of personal appearance and hygiene at all times

Perform other reasonable duties assigned by the Management of the Hotel

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Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in the overall Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

Qualifications

Knowledge and Experience

Degree in Tourism & Hospitality Management

Minimum 3 years of relevant experience in a similar capacity

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

Good working knowledge of MS Excel, Word, & PowerPoint

High degree of professionalism with sound human resources management and business acumen capabilities

Competencies

Strong leadership, interpersonal and training skills

Good communication and customer contact skills

Results and service oriented with an eye for details

Ability to multi-task, work well in stressful & high-pressure situations

A team player & builder

A motivator & self-starter

Well-presented and professionally groomed at all times

Additional Information

Possess skills of leadership, developing, strategic thinking, problem solver. 

Excellent communication.

Results and service oriented with an eye for details.

Ability to multi-task, work well in stressful & high-pressure situations.

A team player & builder.

A motivator & self-starter.

Well-presented and always professionally groomed.