Hotel Front Desk Manager

[House name], a [branded hotel / boutique hotel / conference hotel / resort hotel] based in [city], [X] rooms, [X]-star category, [X] employees in the front-desk team including night duty, is looking for a Hotel Front Desk Manager for the overall steering of the front office.

Your mission

As the front desk manager you steer the operational and commercial performance of the front office: RevPAR metrics (occupancy, ADR, direct-booking share, upsell rate), team leadership across day, late and night shift in partnership with housekeeping and F&B management, PMS and channel-manager maintenance, review management and reporting to [the hotel director / the operations manager / the revenue manager].

Key responsibilities

• Steer the RevPAR metrics: daily, weekly and monthly reporting (occupancy, ADR, RevPAR, direct-booking share, upsell rate, pickup pace) in alignment with the revenue manager.
• Lead the front-desk team ([X] employees including night duty and temps) in close partnership with housekeeping and F&B management: a daily morning briefing, a weekly team briefing, shift planning via [a PMS-internal module / gastromatic / Papershift].
• PMS maintenance and configuration: [Opera Cloud / Mews / Protel Air / Apaleo / SIHOT], including the regular-guest file, note discipline, the daily close and interfaces to the channel manager and booking engine.
• Upsell and direct-booking training for the team: scripts, an incentive structure, monthly tracking per employee.
• Review management: a personal response to public reviews (Booking, Google, Tripadvisor) within 24 to 48 hours, a monthly clustering of complaint themes, measures for recurring patterns.
• Complaint management: an immediate measure at the desk, escalation to shift management or the hotel director, follow-up with housekeeping or F&B, documented regular-guest care for returning guests.
• Preparation of the monthly report to [the hotel director / the operations manager] and the proposal of levers (a yielding adjustment, an OTA-mix correction, upsell training, a self-check-in roll-out).
• [If applicable] Responsibility for the concierge service, bell service or reservations intake in day-to-day business.

Profile

• Required: 3 to 10 years of experience at the hotel front desk, of which at least 24 months in a management or deputy position at a comparable house; operational command of at least one leading PMS (Opera, Mews, Protel, Apaleo, SIHOT); a metrics reflex (RevPAR, ADR, occupancy, upsell rate); physical presence at the front desk during arrival and departure peaks; a willingness for shift, night and weekend work under the Working Hours Act (ArbZG).
• Desired: experience in the concept category [branded hotel / boutique hotel / conference hotel / resort hotel]; familiarity with a channel manager (Siteminder, RateGain, D-EDGE) and a review-management tool (TrustYou, ReviewPro, Customer Alliance); experience with a PMS migration; very good German and at least very good English (further languages depending on the guest mix an advantage).
• Disqualifying: no independent shift or department leadership in the past; rejection of modern tools (PMS, channel manager, self-check-in kiosk); a pure shift posture without a RevPAR reflex; instability (several 12-month stints in a row); a lack of familiarity with GDPR duties at the front desk.

What we offer

• Gross annual compensation: fixed [32-52] k€ depending on experience, house size and star category, plus [Christmas and holiday bonuses under the regional DEHOGA collective agreement, night and weekend supplements under the ArbZG, possibly a variable bonus component tied to RevPAR or review targets].
• Model: full-time, on-site in [city], shift, night and weekend work sector-typical within the framework of the Working Hours Act (ArbZG) and the applicable regional DEHOGA collective agreement. Probation period 6 months.
• Benefits: [company pension, staff meals, discounted stays within the group, a job ticket or bike leasing, a professional-development budget for hotel management school or PMS certification, a holiday arrangement under the collective agreement].
• Stack: [PMS Opera Cloud / Mews / Protel, channel manager, booking engine, review-management tool, shift-planning tool, self-check-in kiosk].