Front Office & Reservations Manager

Role Purpose

The Front Office and Reservations Manager is responsible for delivering an efficient, welcoming guest experience while maximising room occupancy and revenue. The role oversees front desk and reservations operations, leads the team, and ensures consistent service standards throughout the guest journey.

Key Responsibilities

• Lead and develop the team: Recruit, train, schedule and support front office and reservations employees to maintain high performance and service standards.
• Manage daily operations: Oversee reception and reservations activities, including bookings, arrivals, departures, payments and guest enquiries.
• Maximise revenue: Monitor availability, rates and booking channels to optimise occupancy, room revenue and upselling opportunities.
• Deliver excellent guest service: Resolve complaints promptly, respond to guest feedback and ensure a smooth experience before, during and after each stay.
• Maintain standards and controls: Ensure accurate records, cash handling, reporting, data protection and compliance with company policies and procedures.

Skills and Experience

• Previous supervisory or management experience in hotel front office or reservations.
• Strong leadership, communication and customer-service skills.
• Good knowledge of property management and online booking systems.
• Commercial awareness with an understanding of occupancy, rates and revenue management.
• Excellent organisation, attention to detail and problem-solving ability.

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