The Guest Service Manager (FOM) leads and manages all Front Office operations at Citadines Berawa Beach Bali Resort, ensuring a seamless, warm, and brand-aligned guest experience from pre-arrival through post-departure.
As the operational head of the guest-facing department, the FOM is responsible for the performance, culture, and commercial contribution of a 12-person team across reception, guest relations, duty management, and transport services.
The FOM acts as a key liaison between Rooms Division, Housekeeping, Sales, OM and the General Manager, and is expected to drive guest satisfaction scores, revenue optimization at the front desk, and team capability development in alignment with Ascott Group standards
Job Description:Lead, coach, and manage the Front Office team to ensure high performance, strong engagement, and consistent service standards across all shifts.Drive a seamless, brand‑aligned guest journey by overseeing service delivery, VIP handling, and guest satisfaction improvement initiatives.Oversee daily Front Office and reservations operations to ensure accuracy, efficiency, and compliance with operational and commercial policies.Supervise Duty Management functions to ensure smooth operation during all shifts, effective issue resolution, and emergency readiness.Develop and prepare Front Office leaders and team members through coaching, cross‑training, and performance monitoring.Manage and enhance the Resort Ambassador function to deliver personalized, high‑touch guest experiences and drive repeat stays.Oversee guest transportation services to ensure safety, reliability, and seamless coordination with Front Office operations.Support revenue optimization through front desk upselling, ASR enrolment, and collaboration with Revenue & Distribution teams.Ensure accurate reporting, budget control, compliance, and administrative coordination for the Front Office department.
Requirements:Minimum bachelor’s degree in hospitality management or related fieldAt least 3–5 years of experience in Front Office or Guest Service Management within the hospitality industryStrong leadership skills with the ability to manage and motivate a multicultural teamExcellent communication skills in English (spoken and written); additional languages will be an advantageStrong guest‑centric mindset with proven experience in service recovery and guest satisfaction managementGood understanding of hotel systems (PMS), operational standards, and service excellenceAble to work under pressure, with strong problem‑solving and decision‑making skills
The Operational Manager (OM) plans, directs, and coordinates the operations of the Property. Duties and responsibilities include formulating policies, managing daily operations, as well as planning & managing human resources. OM is responsible for every aspect of the property, achieving optimum standards of service and value to guest with profit objectives in a manner consistent with the company’s policies, philosophy and targets.
Job Description:Manage efficiently operations and cost control of all departments and facilities. Review and manage instructions given by his leader for financial numbers, such as Profit and Loss, EBITDA, ADR, budget etc. Looks into the productivity of the various departments and works with the respective departments to increase efficiency. Ensure that all staffs receive timely skills upgrading and relevant training, such as ‘Ascott Moment’ training / briefing, OJT for new hire, induction etc. Spearhead the Environmental, Health and Safety initiative, ensuring the workplace is safe, the environment is protected and any risk is removed or mitigated including the GSTC and sustainable plan of the property. Work with P&C on recruitment and participating in the hiring of department heads and key positions as per DOA.. Review guests’ feedback and strive to improve on services. Ability to cultivate good business working relationships with guests, owners and stakeholders. Ensure adherence to relevant legislation, fire, licensing, employment etc. The attainment and maintenance of service levels that exceed expectations.
Requirements:Minimum bachelor’s degree in hospitality, Business Management, or related disciplineAt least 5 years of experience in hotel operations, with managerial exposure across departmentsSolid understanding of overall hotel operations, including Front Office, Housekeeping, Engineering, and F&B coordinationStrong leadership, analytical, and organizational skillsProven ability to drive operational efficiency, quality standards, and cost controlExcellent communication skills in English; able to collaborate effectively with stakeholdersResults‑oriented, hands‑on, and capable of managing daily operations in a dynamic environment
ResponsibilitiesCraft and design a diverse and innovative menu that aligns with the restaurant or hotel's concept.Regularly update the menu to incorporate seasonal ingredients, culinary trends, and customer preferences.Implement and uphold strict food safety and hygiene standards to ensure a safe dining environment.Oversee daily kitchen operations, including food preparation, cooking, and plating.Manage inventory, order supplies, and ensure that all ingredients are fresh and of high quality.Monitor kitchen expenses and maintain budget control to achieve cost-effective operations.Contribute to the strategic planning and development of the culinary department.Identify opportunities for improvement and innovation to enhance the overall dining experience.
QualificationsA degree or diploma in Culinary Arts, Hospitality Management, or a related field from culinary school or institution.Minimum 3-4 years’ experience in a similar position.Strong organizational and multitasking skills, with the ability to work under pressure.In-depth knowledge of food safety regulations and hygiene standards.Proficient in English, both verbal and written (will report to Expatriate GM)
ResponsibilitiesDevelop and execute direction and strategy for national key accounts and growth projections in Bali & East Indonesia region.Drive area performance and revenue generation through new account development.Manage and oversee all brands, including luxury brand(s) within assigned responsibilities.Support tasks related to new pre-opening property project openings within the area.
QualificationsMinimum 5 years of experience working with resort properties and networking with resort target audiences, preferably with leadership experience in managing team members.Proven experience managing luxury brands.Knowledge of inbound and leisure markets to boost Bali & East Indonesia region.Experience in sales corporate functions with strategic focus and ability to communicate key messages to field teams.Demonstrates a proactive, can-do, and action-oriented attitude, a fast learner.Willing to be based in Jakarta.
Core ResponsibilitiesDevelop and implement pricing and distribution strategies to maximize revenue. Analyze market trends to inform revenue management decisions. Monitor and adjust room rates and inventory based on demand and market conditions. Prepare and analyze revenue forecasts and budgets. Optimize room inventory allocation across various distribution channels. Manage relationships with online travel agents (OTAs) and other distribution partners. Ensure accurate and timely updates of room rates and availability across all distribution channels. Work closely with the sales, marketing, and reservations teams to align revenue strategies with overall business goals.
Requirements Bachelor’s degree in Business Administration, Hospitality Management, or a related field. Minimum of 3-5 years of experience in revenue management, preferably in the hospitality industry. Proficiency in revenue management systems and tools. Knowledge of distribution channels and online travel agents (OTAs) is a must. Fluent in English, both written or verbal (will report directly to expatriate GM)
ResponsibilitiesOversee all aspects of hotel operations, including financial performance, guest satisfaction, and team development.Lead marketing, sales, and revenue strategies to achieve business targets.Ensure property standards, safety, and regulatory compliance are met consistently.Maintain excellent guest relations, handle feedback proactively, and elevate service quality.Manage staff recruitment, training, and performance with a strong focus on leadership development.
QualificationsMinimum 10 years of experience as a General Manager, preferably within international hotel chains.Strong commercial acumen and business strategy execution skills.Excellent interpersonal, problem-solving, and decision-making abilities.Bachelor's or Master's degree graduate in Hospitality or related fields.Strong background experience in Finance is preferrable.
Additional RemarksThis job vacancy is a talent pool - we will reach out if we have potential opportunities that match your profile.
ResponsibilitiesOversee all aspects of hotel operations, including financial performance, guest satisfaction, and team development.Lead marketing, sales, and revenue strategies to achieve business targets.Ensure property standards, safety, and regulatory compliance are met consistently.Maintain excellent guest relations, handle feedback proactively, and elevate service quality.Manage staff recruitment, training, and performance with a strong focus on leadership development.
QualificationsMinimum 10 years of experience as a General Manager, preferably within international hotel chains.Strong commercial acumen and business strategy execution skills.Excellent interpersonal, problem-solving, and decision-making abilities.Bachelor's or Master's degree graduate in Hospitality or related fields.Strong background experience in Sales is preferrable.
Additional RemarksThis job vacancy is a talent pool - we will reach out if we have potential opportunities that match your profile.
ResponsibilitiesOversee all aspects of hotel operations, including financial performance, guest satisfaction, and team development.Lead marketing, sales, and revenue strategies to achieve business targets.Ensure property standards, safety, and regulatory compliance are met consistently.Maintain excellent guest relations, handle feedback proactively, and elevate service quality.Manage staff recruitment, training, and performance with a strong focus on leadership development.
QualificationsMinimum 10 years of experience as a General Manager, preferably with experience in convention‑style properties within international hotel chains.Strong commercial acumen and business strategy execution skills.Excellent interpersonal, problem-solving, and decision-making abilities.Bachelor's or Master's degree graduate in Hospitality or related fields.
Additional RemarksThis position is designated for expatriate appointment
