Assistant Front Office Manager

Focus Hotels Management Limited; Belfast City District; On-site; GBP 25,000 - 35,000; Full time

Job summary

The Bedford Hotel Belfast is seeking an Assistant Front Office Manager to support the Front Office Manager in delivering an exceptional guest experience from arrival to departure. You will be a visible leader, coach the team, and ensure consistent service standards across all touchpoints.

With strong IT and front office systems knowledge, you will manage guest requests, handle enquiries, coordinate with Reservations, Housekeeping and F&B, and contribute to achieving occupancy, upselling targets

Qualifications

• Experience in Front Office, preferably supervisory.
• Outstanding customer service and leadership abilities.
• Proficient with front office IT systems and procedures.

Responsibilities

• Ensure a warm, professional welcome with smooth check-in/check-out.
• Fulfil guest requests promptly and anticipate needs.
• Communicate effectively to enhance service standards daily.
• Collaborate with Reservations to maximise occupancy and upsell opportunities.
• Monitor room availability, rates, and reservations changes.
• Coordinate with Housekeeping, Maintenance, Reservations, and F&B for seamless guest experiences.
• Ensure staff are knowledgeable about hotel facilities, services and promotions.
• Maintain knowledge of the local area and activities for guests.
• Handle payments accurately and cash management with integrity.
• Respond to guest enquiries, complaints and special requests professionally.
• Delegate tasks and manage daily staffing levels to meet operational needs.
• Ensure compliance with health, safety, data protection, and hotel procedures.
• Prepare reports and share relevant information with management.

Skills

Front Office

Leadership

Customer service

IT skills

Shift flexibility

Tools

PMS system

Microsoft Office

Job description

This is your opportunity to play a pivotal role in the newly opened Bedford Hotel.

Who Are We?

The Bedford Hotel Belfast is a prestigious boutique hotel set within the iconic Scottish Mutual Building in the heart of the city. With 82 beautifully appointed bedrooms, a destination restaurant, café/bar, and exclusive private dining room, The Bedford Hotel Belfast is setting new standards for hospitality in Northern Ireland.

Role Responsibilities

As Assistant Front Office Manager, you will work closely with the Front Office Manager in managing all aspects of the Front Office Department. As the first point of contact for our guests, you will ensure that the guest experience is exceptional from the outset and a warm welcome is received by all. You will be knowledgeable in Front Office systems and processes and be dedicated in training and supporting the team ensuring that a high standard of service is offered, consistently.

• Ensuring a warm, professional welcome for all guests, with smooth check in and check out procedures offered, consistently.
• Accurately and promptly fulfilling guest requests, understanding and anticipating guest needs.
• Ensuring effective communication on a daily basis to enhance service standards.
• Working closely with the Reservations team to achieve occupancy, rate and upselling targets.
• Monitoring room availability, rate codes, and reservations changes.
• Liaising with Housekeeping, Maintenance, Reservations, and F&B to ensure seamless guest experiences.
• Ensuring that the team are fully conversant with the facilities, services and special promotions offered by the hotel.
• Having a sound knowledge of the local area, history, places of interest and special events.
• Handling cash floats responsibly and ensuring opening and closing balances are correct.
• Accurately processing guest payments, including cash, card, and contactless transactions.
• Handling guest enquiries, complaints, and special requests promptly and professionally.
• Delegating tasks and managing daily staffing levels to meet operational needs.
• Ensuring compliance with hotel procedures, health & safety standards, legislative and data protection requirements.
• Preparing reports and communicating relevant information to management and other departments.

Key Requirements

• Previous Front Office experience, preferably in a supervisory role.
• Excellent customer service skills, standards driven and good organisational skills.
• Excellent leadership skills with a hands-on approach, leading by example.
• Excellent IT skills, with experience in using all key Microsoft packages.
• Flexibility to work shifts as required, including weekends.

What We Offer

At The Bedford Hotel, we believe that exceptional service starts with exceptional people. We offer:

• Competitive salary.
• Training and development programme.
• Clear career progression pathways and leadership opportunities.
• A supportive, employee-centric culture.
• Recognition and rewards for outstanding performance.
• Work-life balance initiatives.

Why Join Us?

Be part of something special:

Join the team at Belfast’s newest boutique hotel. This exciting role will allow you to showcase what you do best and develop your skills to take you to the next level in your career.

Innovate and inspire:

Work in an environment that encourages new ideas and continuous improvement.

Grow your career:

Benefit from professional development opportunities designed to help you thrive.