Director of Front Office at Samara Lombok

Nusa Tenggara, South Sumatra, Indonesia -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Training, Guest Experience, Operations Management, Communication, Problem Solving, Team Development, Service Standards, Luxury Hospitality, System Implementation, Cross-Department Coordination, Performance Management, Cultural Development, Emotional Intelligence, Bilingual Communication, Risk Management

Industry

Real Estate

Description

Director of Front Office & Guest Experience Samara Lombok – Destination by Hyatt Location: Lombok, Indonesia Employment Type: Full-time Level: Senior Management Reports to: Managing Director / GM Hospitality Budget: 30M >40M 5/7 work week Leadership Profile This role is ideal for a leader who believes that you build first in order to lead properly, and who takes pride in training teams and turning systems into high-performing operations. It is for leaders who enjoy being present, training teams, setting standards, and turning guest experience into a disciplined craft. Job Description Samara Lombok is a lifestyle destination under the Destination by Hyatt umbrella, shaped by people, nature, food, and intentional hospitality. We are seeking an experienced Director of Front Office & Guest Experience to lead, structure, and elevate our front office operations. This is a hands-on build-phase role. The Director is expected to design, implement, and fine-tune systems, workflows, and service standards first, before scaling teams and performance sustainably. You will work with a young base team, while gradually integrating experienced international talents and ensuring strong training and knowledge transfer to local teams. Key Responsibilities Front Office & Guest Experience Own the full guest journey from pre-arrival to post-departure. Ensure a consistent international 5-star guest experience aligned with Hyatt and lifestyle brand standards. Personally handle VIP guests, long-stay residents, and service recovery when required. Build & Structure Operations Build front office operations from zero. Create, test, and refine systems, workflows, SOPs, and service standards. Ensure operations evolve into stable, scalable, and well-structured processes. Training, Leadership & Performance Train, coach, and mentor Front Office Managers, Hosts, and Operators. Develop structured training programs for local teams. Build a result-oriented culture focused on ownership, consistency, and accountability. Cross-Department Coordination Act as the central coordination point between Housekeeping, F&B, Spa & Wellness, Transport, Security, and Engineering. Identify risks early and resolve operational issues proactively. Communication Standards Own all guest-facing communication standards including WhatsApp, email, confirmations, and on-site briefings. Ensure communication remains clear, calm, professional, and on-brand. Requirements Mandatory Minimum 8–12 years of international 5-star hospitality experience. Proven background in luxury hotels, lifestyle resorts, or international brands (Hyatt, W, Marriott, Accor, or equivalent). Strong experience building operations and systems from the ground up. Demonstrated ability to train, lead, and develop teams. Result-oriented mindset with strong execution capability. Fluent English & Bahasa, written and spoken. Preferred Experience in hotel openings, start-ups, or repositioning phases. Experience training and developing local teams. Calm, structured leadership style with high emotional intelligence. What We Offer A senior leadership role with real responsibility and authority. Competitive salary aligned with international 5-star standards. Long-term growth within a developing destination. The opportunity to build, train, and shape a high-performance culture from the ground up.

Responsibilities

The Director of Front Office & Guest Experience is responsible for leading and structuring front office operations, ensuring a consistent 5-star guest experience, and building operations from the ground up. This includes training and mentoring staff, coordinating with various departments, and managing guest communications.