Welcomer Supervisor

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 Purpose

This position is responsible to lead and perform all front desk duties including check-ins, checkouts, reservations, guest phone message and special request. As well as, ensures that all hotel guests and visitors receive an optimum level of service.

 

Primary Responsibilities

Front Office Operation

• Behaves and acts in an exemplary fashion, embodying the brand mindset
• Helps the Front Office Manager and his/her Assistant (depending on the hotel) organize and manage the team, perform administrative tasks and coordinate with the other departments
• Helps employees improve their skills and provides support for career development
• Supervises the work of the receptionists under his/her responsibility, ensuring synergy and complementarity with Customer Relations Managers
• Through his/her actions and presence at the reception, transmits the Front Office Manager's (or Assistant's, depending on the hotel) instructions and priorities
• Ensures that guests have a smooth running stay
• Organizes the welcome and care provided by the team under his/her responsibility
• Provides a warm and friendly welcome for guests to encourage their loyalty
• Develops excellent relationships with guests throughout their stay
• Handles any contentious issues with guests
• Supervises guest welcoming operations and rooms sales carried out by his/her team
• Is in charge of coordinating the team
• Organizes guest arrivals and departures with the team
• Ensures that guests' requests take priority in the team's work
• Ensures that services meet guests' expectations
• On starting work every day, checks the remaining departures and that the appropriate invoices are present and correct, complete with receipts
• Prepares the arrivals and departures list, the residents list and VIP guest list
• Keeps track of the standard of services delivered, based on guest comments and quality audits
• Supervises the receptionists' checklist
• Supervises the management of debtors, group and individual guest invoicing and cash operations
• Ensures internal procedures are duly applied
• Modifies working methods to comply with the brand philosophy
• Involves and motivates his/her teams
• Helps train apprentices and interns
• Allocates work to the team of receptionists
• Promotes new duties, ensuring that the team's role complements that of Customer Relations Managers as well as possible
• Is a central contact point for the other departments
• Attends departmental meetings
• Increases REVPAR by making short term decisions about hotel occupancy
• Motivates the team, encouraging members to promote the brand's loyalty program to guests
• Checks the Housekeeper's report and discusses any discrepancies
• Ensures that sales pitches are duly applied
• Is familiar with the hotel's environment and competitor hotels
• Ensures guests are satisfied with their stay as they leave, informing the superior if necessary
• Is capable of moving people from their rooms and handling difficult situations
• Checks guests' solvability
• Supervises check in and cash operations
• Follows up any "no shows"
• Prepares debtor files for the accounts department
• Manages stocks (wifi, paper etc)
• Writes the daily rooms report and checks it against cash operations
• Checks cash levels at the beginning and end of the shift, auditing using the appropriate computer files
• Checks that pricing matches segmentation
• Knows the safety regulations and ensures their application
• Keeps the workplace clean and tidy
• Ensures the safety of people and property in the hotel
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

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

Knowledge and Experience

• Vocational diploma or degree in hospitality or F&B studies
• Minimum 2 years of relevant experience
• Previous experience as a receptionist
• Computer literate (Windows environment), PMS, Hotix, Tars and an aptitude for new technologies
• Languages: fluent in the national language, English and a third language

Competencies

• 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
• Sales know-how
• Self-control
• Excellent presentation

• 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.