Front Office Team Leader

Join Our Team at Utopia Concept Bali
Front Office Team Leader

Utopia Concept Bali is looking for a warm, experienced, and service-minded Front Office Team Leader to join our boutique hospitality team.

We are seeking someone who can lead by example
, support and develop our Front Office team, and ensure every guest receives attentive, personal, and professional service throughout their stay.

As our Front Office Team Leader, you will:

• Lead and support the Front Office team during daily operations
• Welcome guests warmly and ensure smooth, professional check-in and check-out experiences
• Remain actively involved in guest communication and day-to-day Front Office duties
• Coordinate arrivals, departures, room readiness, special requests, and guest preferences
• Communicate clearly and professionally with guests through Whats App, email, phone, and OTA platforms
• Assist guests with transfers, activities, restaurant bookings, scooters, massages, and other experiences
• Handle guest requests, feedback, and service issues calmly and confidently
• Support the team in finding thoughtful solutions when unexpected situations arise
• Organize daily tasks, shift handovers, and Front Office priorities
• Train and coach team members on service standards, procedures, and guest communication
• Ensure reservations, payments, guest information, and operational records are handled accurately
• Encourage natural and elegant upselling of room upgrades and guest experiences
• Communicate closely with Housekeeping, F&B, Security, and Management to ensure smooth operations
• Help maintain Utopia’s service standards consistently throughout the guest journey

We are especially looking for someone with experience in:

• Front Office or Guest Relations within hotels, villas, or boutique hospitality
• Leading or supervising a small hospitality team
• Handling guest complaints and service recovery
• Hotel reservation systems and OTA platforms such as  and Expedia
• Professional written and spoken guest communication
• Reservations, payments, and basic Front Office administration
• Training and supporting junior team members
• Upselling rooms, services, and guest experiences naturally and professionally

• Previous Front Office or Guest Relations experience, ideally with Team Leader, Supervisor, Senior Front Office, or similar responsibilities
• Good spoken and written English
• Warm, confident, and professional guest approach
• Strong communication and organizational skills
• Able to lead a small team while remaining fully hands-on
• Calm and resourceful when handling guest concerns or unexpected situations
• Strong attention to detail and accuracy
• Honest, reliable, responsible, and well-presented
• Able to multitask in a dynamic boutique environment
• Positive attitude and strong teamwork with other departments
• Genuine passion for hospitality and creating memorable guest experiences

• Service Performance Bonus
• Supportive and respectful team culture
• Responsibility and opportunity to contribute ideas
• Growth opportunities within Utopia Group
• The opportunity to be part of a distinctive boutique hospitality concept in Bali

If you love hospitality, enjoy leading by example
, and take pride in helping both guests and your team have an exceptional experience, we would love to meet you.