Front Office Manager
Role Description
This is a full-time Front Office Manager position that is based on-site at The Park Hotel in Dungarvan. The Front Office Manager will be responsible for ensuring smooth and efficient operations of the front office, including training and supervising front office staff to a level exceeding customer expectations, managing the front desk, managing guest relations and responding to customer inquiries.
The perfect candidate will work closely with our Marketing and Revenue Manager and have the support and assistance of a strong front office team including reception supervisors.
“We endeavour to ensure our front office team offers our guests the most welcoming and efficient customer service experience at all times”. This will be the driving force behind all that you do and to ensure we continue to offer and improve our guests expectations of the service we offer and deliver to them.
Role Responsibilities
- Co-ordinate all functions of the Front Office with a hands on approach
- Reinforcing a customer focused approach within the Front Office Team at all times
- Work with the Front Office team to ensure all guest have a positive experience by delivering a smooth Check In and Check out process
- Work closely with other departments to ensure booking information is shared and accurate
- Ensure quality of data is maintained within the booking system enabling accurate guest history and sales’ information
- Encourage guest feedback by implementing and managing a system for addressing comments to ensure guest satisfaction and continuous improvement
- Monitor guest feedback trends and proactively address potential challenges in service standards
- Actively solicit guest opinion by ensuring a strong Front Office presence – meeting guests regularly
- Provide coverage in reservations/revenue as required with holidays utilising existing team members
- Recruit, train, develop and monitor staff in conjunction with the HR department
- Prepare rotas for the department in advance taking into account the business demand and ensure sufficient cover is available to meet those needs
- Responsibility for training and development of all staff through use of departmental SOPs
- Ensure that performance appraisals are carried out as and when required
- Attending Management meetings and training sessions as required
- Handling general administration duties
- Ad hoc projects
- Comply with company regulations regarding: Fire, Health and Safety, Hygiene, Customer Care and Security
Quilifications
- Office Administration, Communication, and Customer Service skills.
- Experience managing hotel front office operations and handling customer complaints and inquiries.
- Experience with managing a team of 5 or more employees preferred.
Person Specification
- Demonstrated ability to create a welcoming and positive guest experience
- Excellent organisational and time management skills
- Strong leadership, training, and team-building skills
- Proficiency in hotel reservation and payment systems, as well as Microsoft Office applications
- Must have ability to commute or relocate.
- Must be fluent in English
Job Type
- Full-time, Permanent
- Salary – competitive, based on experience
Benefits
- Employee assistance program
- Employee discounts (including sister property sites)
- Food allowance
- Gym membership
- On-site gym
- On-site parking
- Wellness program
- Company events
Schedule
- 8 hour shift
- Includes weekend work as required