Head of Reception & Reservation

COULD JOIN IMMEDIATELY
(Please do not apply if you need 1 month notice period)

The Head of Front Office leads all guest-facing operations at Kanalla — reservations, check-in/check-out, guest relations, and daily front desk operations — ensuring every guest receives a warm, personalized, high-touch experience consistent with a boutique luxury property.

Oversee day-to-day front office operations: check-in/check-out, guest inquiries, reservations, and billing

Manage and mentor front desk/guest service staff, including scheduling and training

Ensure a seamless, personalized arrival and departure experience for every guest

Handle guest complaints and special requests with discretion and urgency

Maintain and optimize room inventory and rates across OTAs (, Airbnb, Expedia) and Channel Manager (Siteminder)

Coordinate with housekeeping and maintenance to ensure room readiness and quality standards

Liaise with F&B and activities/tour partners to curate guest itineraries (common in boutique Lombok properties near Kuta Beach and Mandalika)

Monitor guest feedback (reviews, surveys) and implement service improvements

Maintain accurate records for occupancy, revenue, and guest preferences.

Ensure compliance with local hospitality regulations and hotel policies

Support the GM with budgeting, forecasting, and reporting related to front office performance

3–5+ years in front office/guest services, with at least 1–2 years in a supervisory role

Experience in boutique or luxury hospitality preferred

Strong command of English and Bahasa Indonesia (additional languages a plus given international guest mix)

Familiarity with hotel PMS systems and OTA extranets

Excellent interpersonal and problem-solving skills

Ability to work flexible hours, including weekends/holidays

Strong leadership skills for managing a small, close-knit team