Front Office Manager

Job description

The Front Office Manager is a key member of the reception team and is responsible for ensuring a high-quality front of house service is delivered consistently to each guest. As Front Office Manager you will provides leadership and direction to the team, promoting effective communication across the department and with other departments within the hotel.

In order to be successful in this role you must have previously held the position of Front Office Manager in a busy 4 Star Hotel in Ireland for a minimum of 2-3 years. Previous experience working with Guestline PMS system is advantageous.

Key Responsibilities:

• Comply with all relevant legislation, company policies, company standard operating procedures (SOPs), and/or business rules
• Manages reservations afterhours and on weekends
• Ensures the switchboard is professionally managed
• Ensures that all guests are properly welcomed to the hotel, and that their stay is a pleasant one.
• Checks that customer suggestions and complaints are addressed
• Allocates rooms to guests and groups taking housekeeping updates and special requests into account
• Be aware of and liaise with Housekeeping on room occupancy, special requirements and VIP needs
• Ensures guests are checked in and out effectively and efficiently
• Regularly reviews Trip Advisor and Comment Cards from guests in relation to Reception
• Works with the Ops Manager/Duty Manager to resolve all serious complaints
• Review, revises and communicates (where necessary) processes and procedures as a result of guest feedback or complaints

• Conducts skills training to ensure consistent level of performance – instruct and show team members how things are done if there is a problem

• Recruits new employees
• Carries induction and onboarding of all new employees in conjunction with HR
• Provides regular job chats and performance review (2 to 3 times a year)

• Ensures opportunities to upsell and promote upgrades, breakfasts, bar and other guest services are taken
• Reports all maintenance issues promptly to the maintenance department as well as follows up to ensure they are rectified to the appropriate standard
• Ensures the smooth and efficient running of the department
• Ensures payroll is documented and submitted accurately and promptly
• Controls a budget and finances, manage stock levels and order supplies
• Liaises and develops excellent relationships with all relevant departments to ensure the efficient running of your department
• Regularly monitors overbookings and develops strategy to find alternative accommodation
• Balances reception cash
• Creates and communicates weekly rosters or rostering of department

If you are a standards driven front office manager who has a passion for customer service, then we would like to hear from you.

Please send your updated CV in confidence Today!