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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 supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Primary Responsibilities

Front Office Operation

Conduct daily briefings and ensure that all pertinent information is well received by team members

Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met

Review, analyze and suggest improvement of work flow and standards at the Front Desk

Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates

Communicate with Front Office Manager on all matters regarding guest services & hotel operations

Ensure documentation of all guest related issues using the logbook

Sign media and supervise shift handover procedures

Coordinate and communicate with other hotel departments as required regarding general administration and operations issues

Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently

Assist Guest Relations in greeting, rooming, and sending off guests

Inspect front of house and back of house regularly for cleanliness and orderliness

Ensure that front line staff complies with marketing techniques and maximizes sales

Check billing instructions, monitor guest credit and act upon any discrepancies

Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently

Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.

Conduct Night Audit Process for hotel

Team Management

Provide department orientation and training of the hotel service standards, procedures and programs

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

Motivates and provides a work environment which brings out the best in team members

Other Responsibilities

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

Be fully conversant with 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

Main Complexity/Critical issues in the Job

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

Qualifications

Knowledge and Experience

Diploma 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

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.