Reception Centre Manager

Location: SOUTH BRISBANE, QLD

Salary: Not Specified

Job Type: Permanent position | Full time position

• 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 personalized 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.

Operational Excellence & Administration

• 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 maximize 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.

Team Management & Development

• 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.

Financial & Strategic Contribution

• Analyze 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.

Candidate Profile & Requirements

• 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 organizational 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: All applications will be treated with strict confidentiality. We are acting as the exclusive recruitment partner for this role and our client's identity will be disclosed to shortlisted candidates.