Front Office Manager / FOM

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.

Front Office Operation

• Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams
• Modifies working methods to comply with the brand philosophy
• Involves and motivates teams on a day-to-day basis
• Prepares the team's training plan and follows up implementation
• Communicates with the other departments
• Ensures that guest documentation and information is available and up to date
• Supervises guest welcoming operations and rooms sales
• Coordinates the front office team
• Organizes and plays an active role in welcoming guests
• Organizes guest arrivals and departures with the team
• Prepares the hotel room status report (number of occupied rooms compared to the number of rooms sold)
• Is responsible for the completion of official guest identification forms
• Ensures that internal procedures are duly applied
• Checks room reservations and the VIP guest list
• Keeps track of the standard of services delivered, based on guest comments and quality audits
• Is capable of moving people from their rooms and handling difficult situations

Team Management

• Modifies working methods to comply with the brand philosophy
• Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams
• Helps employees manage their stress
• Involves and motivates teams on a day-to-day basis
• Helps integrate newcomers to the team
• Trains team members
• Applies and respects labor legislation
• Prepares the team's training plan and follows up implementation
• Applies and ensures application of labor legislation      
• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Prepare detailed induction programs for new employees
• 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
• 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

• Behaves and acts in an exemplary fashion, embodying the brand mindset
• Helps the Front Office Manager organize and manage the team, perform administrative tasks and ensures the respect of procedures and hygiene and safety standards
• Manages and motivates front office teams in line with the brand's recommended behavioral guidelines, in order to provide personalized high quality guest services
• Helps employees improve their skills and provides support for career development
• Through his/her actions and presence at the reception, transmits the Front Office Manager's instructions and priorities
• Secures the revenue from room sales
• Ensures the respect of procedures and hygiene and safety standards
• Develops high quality relationships with guests throughout their stay
• Handles any guest complaints or contentious issues that cannot be settled directly by a receptionist or the Receptionist Team Leader, providing a rapid solution

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

• 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.