Reception Centre Manager

Job Closure date: 30 days

About Our Client

The atmosphere is one of modern energy and refined comfort, setting a new standard for hospitality.

About the Role

You will be the strategic leader ensuring the seamless operation of the reception centre, from managing room allocations and concierge services to mentoring a team of professionals dedicated to creating flawless first and last impressions. This position requires a unique blend of strategic oversight, hands-on leadership, and a passion for delivering exceptional guest interactions.

• Provide inspirational leadership and strategic direction to the front office team, including Reception, Concierge, and Guest Services, setting the benchmark for five-star service standards and personalised guest interactions.
• Oversee the entire guest journey through the reception centre, from pre-arrival planning and streamlined check-in/check-out processes to resolving any concerns with discretion, efficiency, and a genuine desire to exceed expectations.
• Act as a visible and approachable presence on the floor, personally welcoming VIP guests, overseeing complex arrivals and departures, and ensuring the lobby environment consistently reflects the hotel's energy and sophistication.

• Manage all operational aspects of the reception centre, including room inventory management, billing and folio accuracy, and the efficient handling of all guest correspondence and administrative tasks.
• Develop, implement, and refine front office procedures and systems to maximise efficiency, enhance the guest experience, and ensure flawless communication between departments such as Housekeeping, Maintenance, and Sales.
• Take full responsibility for the security and confidentiality of guest information, safe deposit box procedures, and key card management, upholding the highest standards of safety and privacy.

• Lead the recruitment, training, and ongoing professional development of the front office team, fostering a culture of excellence, accountability, and continuous improvement.
• Manage team performance through regular reviews, constructive feedback, and the creation of structured development plans to nurture talent from within.
• Prepare and manage staff rosters to ensure optimal staffing levels that align with occupancy forecasts and business demands, while also controlling labour costs and maintaining service quality.

• Analyse front office performance data, including guest satisfaction scores and financial reports, to identify trends, drive revenue opportunities, and contribute to the strategic planning of the department.
• Manage departmental budgets and control expenses related to front office operations, including supplies and team-related costs, without compromising the luxury guest experience.

• Proven experience in a senior Front Office or Reception Management role within a luxury hotel environment.
• A natural leader with exceptional interpersonal and communication skills, capable of inspiring a team and building genuine rapport with guests and colleagues.
• Impeccable organisational skills and a meticulous eye for detail, with the ability to manage multiple priorities in a fast-paced, dynamic setting.
• Strong financial and business acumen, with experience in budgeting, rostering, and performance analysis.
• Comprehensive knowledge of hotel property management systems (e.g., Opera) and front office procedures.
• A professional and polished demeanour, with the flexibility to work across a rotating roster, including evenings, weekends, and public holidays.

To Apply

If you are a hospitality professional with the vision and expertise to lead the front line of a prestigious luxury hotel, we invite you to apply. Please submit your resume and a cover letter outlining your leadership philosophy and suitability for this role.

Please note: We are acting as the exclusive recruitment agent for this position. All applications will be treated with the strictest confidence, and our client's identity will be disclosed to shortlisted candidates.