Front Office & Guest Experience Manager

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Position:

Front Office & Guest Experience Manager (Leadership Team)

Department:

FO & Guest Experience

Reports to:

General Manager

Start date:

As soon as possible (flexible for the right candidate)

This position is open to Indonesian citizens only

Nestled in the cliffs of Uluwatu, Bali, Heritage Boutique Hotel is a serene retreat where Indonesian culture, refined design, and meaningful guest experiences come together. With 20 elegantly crafted rooms, a fine dining restaurant ( Mr. Gusti ), a tranquil yoga studio ( Miss. Bu ), elevated poolside hospitality, and F&B services supporting 29 private villas, Heritage blends modern luxury with authentic Balinese heritage. As a rapidly growing boutique hotel brand, our mission is to create unforgettable stays through personal service, cultural storytelling, and a seamless harmony of comfort, taste, and style — both for hotel guests and villa residents.

Role Overview The Front Office & Guest Experience Manager leads all front office and guest journey operations for Heritage Boutique Hotel and supported villa services. This role is responsible for delivering exceptional, personalized guest experiences from pre‑arrival to post‑departure, while ensuring efficient operations, strong team performance and consistent brand standards. The role plays a key part in pre‑opening, setting up systems, service standards and guest experience rituals, and works closely with the General Manager and leadership team to integrate hospitality, culture and operational excellence.

Key Responsibilities

Lead all front office, guest services, concierge and villa guest support operations

Design and manage the full guest journey including pre‑arrival communication, arrival experience, in‑house engagement and departure

Lead pre‑opening setup including SOPs, guest experience flows, staffing plans and soft opening execution

Implement service rituals and storytelling elements aligned with the Heritage brand identity

Oversee reservations processes, room allocation, arrival planning and guest communication

Manage PMS workflows, guest profiles, reporting and coordination with housekeeping and F&B

Recruit, train and develop front office and guest experience teams in collaboration with HR

Build strong supervisors and ensure consistent service culture and professionalism

Proactively manage guest feedback, online reviews, complaints and service recovery

Coordinate VIP handling, special occasions and personalized guest moments

Monitor productivity, scheduling and payroll efficiency within the department

Support revenue optimization through upselling, room category management and guest conversion

Ensure safety, security procedures and emergency response standards are followedPrepare operational reports and contribute to leadership meetings and planning

Requirements

Degree or diploma in Hotel or Hospitality Management is required

Proven experience as Front Office Manager or Guest Experience Manager in a luxury or upscale hotel

Pre‑opening experience in boutique or lifestyle hotels is a strong advantage

Strong understanding of PMS systems, guest communication tools and reservation workflows

Excellent knowledge of luxury service standards and personalized guest engagement

Proven leadership skills with the ability to build and train service‑driven teams

Highly organized, detail‑oriented and operationally strong

Confident handling guest situations and high‑expectation clientele

Fluent in English and Bahasa Indonesia, other languages is a plus

Warm, professional and culturally sensitive communication style

What We Offer

An inspiring workplace in one of Bali’s most beautiful locations

The opportunity to grow with a rapidly developing boutique hotel brand

A key leadership role with strong influence on guest experience and brand delivery

A collaborative and professional work environment with strong cultural values

Opportunities for personal growth, training and career development

Meals on duty (on‑site only)

Uniforms provided (guest‑facing roles only)

Staff events and team‑building activities

Supportive leadership that values initiative, creativity and excellence

Paid annual leave and public holidays as per Indonesian labour regulations

Competitive salary based on experience

If you feel aligned with our vision and would like to be part of our pre‑opening team, we would be delighted to hear from you. Please send your CV and short motivation to

laurens@heritageboutiquehotel.com

Seniority Level Mid‑Senior level

Employment Type Full‑time

Job Function Management and Manufacturing

Industries Hotels and Motels

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