Reception Manager (m/f)

We are looking for a passionate, experienced, and highly organised Reception Manager to lead our front-of-house operations. As the face of Sleep Split, you will be responsible for ensuring every guest enjoys an exceptional stay from the moment they book until the moment they check out. You will work closely with the owner family and a small team to maintain the highest standards of service that our guests have come to love. Key Responsibilities Guest Experience: - Welcome all guests with warmth and professionalism, ensuring a memorable arrival and departure experience - Handle guest inquiries, requests, and complaints promptly and with a solutions-first attitude - Anticipate guest needs, personalising services where possible to exceed expectations - Provide local knowledge and recommendations including restaurants, excursions, and attractions in Split and Dalmatia Reservations & Front Desk Operations: - Manage all incoming reservations via email, phone, and OTA platforms (Booking.com, Airbnb, Expedia, etc.) using the Rentlio channel manager - Coordinate check-ins and check-outs efficiently, maintaining accurate records in the property management system (PMS) - Process payments, issue invoices, and maintain daily front-desk cash and card reconciliation - Maintain up-to-date room availability and rate management across all channels - Respond to booking enquiries sent to booking@sleepsplit.com in a timely and professional manner Team & Operations: - Supervise and support housekeeping and maintenance staff to ensure rooms are prepared to the highest standard - Coordinate daily operations with the owner family, attending briefings and contributing to continuous improvement - Oversee the smooth running of the property during peak and off-peak seasons - Manage supplier relationships (laundry, breakfast, amenities) in coordination with the owners Administration & Reporting: - Maintain guest records in compliance with Croatian tourism regulations and GDPR - Complete mandatory tourist tax (boravišna pristojba) registration via the eVisitor system - Prepare weekly occupancy and revenue reports for the owner family - Monitor and respond to online reviews on TripAdvisor, Google, and Booking.com Location: Old Town Split, Croatia.

Essential - Minimum 2 years of experience in a hotel reception or front-of-house role - Excellent command of English (written and spoken); Croatian language is a strong advantage - Proficiency in property management systems (PMS) and OTA extranet platforms - Strong computer literacy including email, Microsoft Office / Google Workspace - Outstanding interpersonal and communication skills - Highly organised with exceptional attention to detail - Ability to work flexibly including weekends and public holidays during the tourist season Desirable - Experience working in a boutique, family-run, or lifestyle hotel environment - Hands-on experience with Rentlio PMS and channel manager (considered a strong bonus) - Knowledge of additional languages (Italian, German, French) - Familiarity with the e-Visitor system and Croatian tourism regulations - Experience with revenue management and OTA channel management