Hotel Reception Manager – United States

About the role

We are seeking a dynamic Hotel Reception Manager to lead the front‑office operations of our United States property. The role combines guest‑service excellence with staff leadership, budgeting and operational oversight.

Key responsibilities

• Oversee guest registration, check‑in/out, telephone service and ensure brand standards are applied.
• Implement company and franchise programs, prepare forecasts, reports and assist with the room budget.
• Monitor front‑office systems and equipment for optimal performance.
• Track guest satisfaction surveys and manage the response tracking system.
• Control expenses, schedule labor and manage labor costs using management tools.
• Recruit, train, develop and evaluate front‑office staff, handling performance appraisals and disciplinary actions.
• Maintain compliance with front‑office, guest‑service and PBX SOPs and quality standards.
• Coordinate with other hotel departments to enhance communication and guest satisfaction.
• Manage room inventory to maximize revenue while meeting guest expectations.
• Resolve customer complaints and anticipate operational issues.
• Collaborate with the sales team to implement strategies that improve occupancy and revenue.

Required profile

• Minimum two years front‑desk experience, preferably in a supervisory role.
• Strong communication skills, both verbal and written.
• Ability to remain calm under pressure and act as a role model for staff.
• Knowledge of local attractions and transportation.
• Understanding of relevant federal, state and local employment and safety regulations.

Required skills

• Proficiency with a Property Management System (PMS).
• Advanced knowledge of brand reward programs.
• Cash handling and credit‑card transaction processing.
• Computer literacy and basic financial management.