Service Operations Center Manager

Purpose

Guests get a fast, warm and consistent answer at any hour, bookings are protected and grown, and the concierge team turns every stay into extra service revenue. The manager owns the daily running, the standards and the results of this office.

What you will be responsible for

Run the office like a help desk

• Run three shifts with clear handover, and build and maintain the roster with shift leaders

• Set response-time targets, ticket and message queues, escalation paths and daily briefings

• Give shift leaders defined authority (for example approving date changes or small gestures) and review how they use it

• Respond personally to urgent and high-risk matters at any hour

Reservations and channels

• Oversee bookings across Airbnb, Booking.com, Agoda and direct channels, using Guesty daily.

• Handle cancellations, over bookings, double bookings, modifications and long-term rates with authority and speed

• Keep calendars, rates and availability accurate across the channel manager and work with the Revenue and Channel Manager on rates

• Grow direct bookings and repeat guests with the direct bookings team

• Familiarity with a dynamic pricing tool (such as PriceLabs) is a plus.

Guest communication and service recovery

• Make sure every guest message, WhatsApp, call and review reply meets the response standard and tone

• Handle angry guests and poorly delivered stays with calm, fair solutions, and record what went wrong so it does not repeat

• Work with villa managers daily: get the information concierge needs, pass on guest requests, and follow up until done

Concierge leadership

• Lead and coach the concierge team to sell services: Ubud experiences, transport, chefs, spa and a small set of unique services, moving step by step towards bespoke

• Manage daily tasks closely when needed so shifts are used well: reaching guests, visiting, WhatsApp, calls, partner checks

• Check partner quality and make sure bookings are delivered as promised

• Use the service menu and pricing as the base, and report ideas for new services

People and standards

• Recruit, train, coach and correct a mixed team: young, capable local staff, shift leaders and possibly two to three remote expats

• Write and maintain SOPs, scripts and checklists, and train on them

• Run short daily and weekly team meetings and contribute to the joint SOC weekly report every Tuesday

Targets the role is measured on

• Response time and resolution time per shift

• 24/7 coverage and no unmanned shifts

• Grow concierge revenue by increasing the value of every guest stay and the share of guests who book our services, against monthly and year-end targets

• Partner commission above 15% of gross

• Guest review scores and complaint rate

• Direct booking share and cancellation or overbooking incidents

Must have

• 5 to 10 years in hospitality or online travel, with at least 2 years leading a team in reservations, front office, guest relations or a help desk or contact centre

• Strong working knowledge of OTAs and a channel manager, and proven use of Guesty or a comparable property management system

• Experience managing cancellations, over bookings and double bookings independently

• Real leadership: has coached and corrected staff with different personalities and led shifts

• Fluent English, written and spoken; Bahasa Indonesia native or fluent

• Based in Bali, able to work rotating shifts and nights

Strong advantages

• Background in villa management or a large hotel reservations team; contact-centre or travel-platform experience (such as Traveloka or Tiket.com) is also welcome

• Experience selling services or upsells, and with tour, transport or experience partners

• Experience working with remote or foreign colleagues across time zones

• Basic reporting skills (Google Sheets or Excel, simple dashboards)