Front Office Manager - Lead Team, Direct Bookings & Revenue

Pillar Hotel Management; Gisborne; On-site; NZD 70,000 - 90,000; Full time

Job summary

Pillar Hotel Management is transitioning to manage The Emerald Hotel in Gisborne, NZ, starting 13 November. You will lead reception, reservations and night operations, staying visible at the desk and owning how the front office performs commercially.

You will coach a high-performing team, optimise cloud PMS systems, and drive direct bookings while maintaining outstanding guest service and seamless coordination with Housekeeping. This is a hands-on leadership role in a boutique 4-star+ property.

Qualifications

• 2–3+ years as a Front Office Manager, Assistant FOM or senior Duty Manager in a 4-star+ hotel.
• Cloud PMS experience (Semper, Mews, RMS, Opera or similar).
• A solid grasp of revenue management, OTA distribution and rate control.
• Proven team leadership, including rostering, training and performance management.
• Calm under pressure, sharp on detail, and genuinely focused on guests.
• Flexible availability, including weekends and public holidays.
• Boutique, lifestyle or resort experience is a real plus.
• Current First Aid certificate, or willing to obtain one.
• Right to work in New Zealand.

Responsibilities

• Lead, roster, train and develop a high-performing front office team
• Be our PMS lead and get the most from our cloud systems and channel manager
• Grow ADR and RevPAR through upselling and tight inventory and rate control
• Manage online reviews and guest feedback, and turn what you learn into action
• Work closely with Housekeeping so room allocation matches every guest's needs
• Build corporate relationships and drive more direct bookings

Skills

Front Office Manager

PMS experience

Revenue management

Team leadership

Guest service

Flexible availability

Pillar Hotel Management experience

Cloud systems

Direct bookings

Tools

Semper

Mews

RMS

Opera

Job description

Pillar Hotel Management is transitioning to manage The Emerald Hotel in Gisborne, NZ, starting 13 November. You will lead reception, reservations and night operations, staying visible at the desk and owning how the front office performs commercially.

You will coach a high-performing team, optimise cloud PMS systems, and drive direct bookings while maintaining outstanding guest service and seamless coordination with Housekeeping. This is a hands-on leadership role in a boutique 4-star+ property.