Assistant Front Office Manager

Mercure Jakarta Gatot Subroto

Novelty among the top-notch properties of south Jakarta. Conveniently located in the golden triangle area of business, Gatot Subroto. Accessible via Jl. Gatot Subroto and Jl. Kapten Tendean, with direct access to Jakarta inner ring road highway, 10 minutes to Whoosh Halim Station, close to diplomatic establishments and only 35 minutes drive from Soekarno Hatta International Airport. Providing 403 modern and superbly designed rooms, overlooking the glamorous urban scenery, ensuring comfort and serenity.

Beyond its prime location, city views, and modern facilities, the hotel is committed to sustainability through its partnership with Green Key. It supports eco-friendly practices in water, energy, waste, cleaning, and sustainability education.

The Assistant Front Office Manager is responsible for assisting the Front Office Manager in overseeing the daily operations of the Front Office Department, ensuring excellent guest satisfaction, efficient service delivery, and compliance with hotel policies, Standard Operating Procedures (SOPs), and Accor brand standards. The role supports team leadership, operational coordination, revenue protection, and the achievement of departmental objectives.

Key Responsibilities

A. Front Office Operations

1. Assist the Front Office Manager in managing the daily operations of the Front Office Department to ensure smooth and efficient service.

2. Supervise check-in, check-out, room assignments, guest registration, and billing procedures.

3. Ensure all Front Office team members follow hotel SOPs, brand standards, and service procedures.

4. Monitor room availability, occupancy, VIP arrivals, group arrivals, and special guest requests.

5. Ensure accurate guest information, room status updates, and proper coordination with Housekeeping and other departments.

6. Handle guest complaints and operational issues professionally, ensuring timely resolution and appropriate follow-up.

7. Ensure proper shift handovers and accurate reporting of outstanding matters.

B. Guest Experience and Satisfaction

1. Ensure all guests receive a warm welcome, personalized service, and professional assistance throughout their stay.

2. Monitor guest feedback, online reviews, and satisfaction survey results to identify opportunities for improvement.

3. Follow up on guest complaints, service recovery cases, and special requests.

4. Build positive relationships with guests and maintain a high standard of hospitality.

5. Ensure VIP guests, loyalty members, and repeat guests receive appropriate recognition and service according to hotel standards.

C. Team Leadership and Development

1. Assist in supervising, coaching, and motivating Front Office team members to achieve departmental objectives.

2. Conduct briefings, provide operational updates, and ensure effective communication within the team.

3. Identify training needs and support the development of team members' technical skills and service competencies.

4. Monitor team performance, attendance, grooming, discipline, and compliance with hotel policies.

5. Support recruitment, onboarding, performance evaluations, and talent development activities.

6. Foster teamwork, collaboration, and a positive working environment.

D. Revenue and Financial Control

1. Monitor Front Office cashiering procedures, billing accuracy, payment transactions, and compliance with financial controls.

2. Ensure proper handling of guest accounts, deposits, refunds, rebates, allowances, and credit procedures.

3. Support room revenue optimization through effective room inventory management and upselling initiatives.

4. Monitor room rate accuracy, reservations information, and compliance with approved rates and payment policies.

5. Review daily operational reports and identify discrepancies for appropriate follow-up.

6. Assist in controlling departmental expenses and minimizing operational losses.

E. Interdepartmental Coordination

1. Coordinate closely with Housekeeping to ensure room readiness, room status accuracy, and timely room allocation.

2. Work with Reservations and Sales to manage group arrivals, room blocks, special arrangements, and guest requirements.

3. Liaise with Engineering to ensure timely resolution of room defects and maintenance issues.

4. Coordinate with Security and other departments regarding guest safety, incidents, lost and found, and emergency situations.

5. Maintain effective communication with all departments to ensure seamless hotel operations.

F. Safety, Security, and Compliance

1. Ensure compliance with hotel policies, occupational health and safety requirements, and emergency procedures.

2. Protect guest privacy and confidential information in accordance with applicable data protection requirements.

3. Ensure proper handling of guest identification documents, room keys, access cards, and other sensitive information.

4. Report accidents, incidents, suspicious activities, and security concerns to the appropriate management team.

5. Support hotel audits, quality assurance inspections, and compliance initiatives.

G. Reporting and Administration

1. Assist in preparing daily operational reports, shift reports, and departmental performance updates.

2. Monitor guest feedback trends and prepare follow-up action plans where required.

3. Ensure accurate documentation of incidents, guest complaints, cashiering discrepancies, and service recovery actions.

4. Support the Front Office Manager in implementing departmental initiatives and achieving hotel performance targets.

5. Perform other duties and responsibilities as assigned by the Front Office Manager or Hotel Management.

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, or a related field is preferred.

• Minimum 2–3 years of experience in Front Office operations, preferably in a supervisory or leadership position.

• Previous experience in an international hotel chain is an advantage.

• Good knowledge of hotel property management systems (PMS), reservation procedures, cashiering, and guest service standards.

• Strong English communication skills, both written and spoken.

• Good leadership, problem-solving, and decision-making abilities.

• Strong interpersonal, organizational, and administrative skills.

• Ability to handle guest complaints and challenging situations professionally.

• Willing to work flexible shifts, including weekends and public holidays.

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.