Front Office Manager

SLIG - Front Office; Sligo; On-site; EUR 42,000 - 54,000; Full time

Job summary

SLIG - Front Office is seeking a Front Office Manager to lead the front desk team and ensure the highest standard of guest care. The role involves coordinating with department heads, managing daily operations, and driving guest satisfaction to encourage repeat visits.

The ideal candidate will have at least 1 year in frontline hospitality, strong leadership, and a focus on service excellence. You will oversee scheduling, guest services, and revenue-related targets in a busy hotel environment.

Qualifications

• Minimum experience of 1 year in front office or hospitality roles.
• Strong customer service oriented attitude with attention to detail.
• Ability to lead a team and work across departments.

Responsibilities

• To arrive promptly on duty as scheduled in a full, clean and presentable uniform.
• Schedule and chair front office departmental meetings monthly or as required by the General Manager.
• Maintain high personal and work hygiene throughout duties.
• Monitor forthcoming business and future requirements to plan accordingly.
• Be aware of VIP arrivals and coordinate with relevant teams.
• Build relationships with guests to encourage repeat bookings.
• Be fully knowledgeable of competitor activities and benchmark provisions.
• Work within budget targets for room revenue, occupancy, and rate.
• Schedule staff within budget constraints and ensure effective rosters.
• Ensure front desk operates professionally and aligns with company standards.
• Ensure services and amenities (e.g., porterage, wake-up calls) are offered.
• Handle guest queries promptly and maintain high service standards.
• Compile customer databases and monitor market changes to adjust services/rates.
• Maximise room revenue and occupancy through yield management and analysis.
• Promote sales opportunities through up-selling and extra services.
• Carry out duty management as required and oversee shift coverage.
• Review SOPs regularly and update and communicate changes.

Job description

The Role: Front Office Manager

Minimum Experience 1 year.

Outline of Position: To assume responsibility in conjunction with relevant heads of department for the Front Office Department. Within this role, to ensure the smooth running of that department to the highest standards of customer care, with ongoing training to be implemented. The Front Office Manager is responsible for creating a pleasant experience for guests to ensure their return to our services.

Key duties and responsibilities:

• To arrive promptly on duty as scheduled in a full, clean & presentable uniform at all times in accordance with company grooming policy.
• Schedule and chair front office departmental meeting monthly or as required by the General Manager, minutes from which to be forwarded for his/her attention.
• Maintain the highest level of personal and work cleanliness and hygiene throughout all duties.
• To be aware of and analyse all forthcoming business on a regular basis, being aware of future business requirements and make plans accordingly.
• To monitor the arrivals list and be aware of impending VIP arrivals at all times.
• Build and strengthen relationships with guests to extend their personal preferences to create new hotel customers that enable future bookings.
• To be fully knowledgeable of competitor activities and benchmark current provisions against the same
• To work within budgeted targets – room revenues, occupancies and rate achievement
• Be responsible for staff scheduling, working within budget constraints.
• To ensure that the Front desk is operated in a professional manner at all times, ensuring that the standards set down by the company are maintained at all times.
• To ensure all agreed-upon services and amenities are offered. E.g. porterage service, wake-up calls, etc.
• To ensure all guests' queries/requests and reservations are dealt with promptly and efficiently.
• To ensure that all guests are offered consistently high standards of quality through training and monitoring.
• To compile useful customer databases and information, and ensure there is an efficient follow-up system in operation. aware of relevant competitor information and market changes to initiate changes to our services/rates as appropriate.
• Maximise room revenue, occupancy percentage and revenue per through yield management, revenue analysis and tracking.
• To ensure all staff are aware of hotel promotions or special activities.
• To maximise all sales opportunities through up-selling and additional sales, and efficient recording of sales.
• Carry out duty management functions as required by the business demands.
• To structure effective rosters to ensure shifts are covered to meet the level of business.
• To regularly review departmental SOPs and ensure they are updated as required and communicated to all team members.
• To monitor ledger bills before being received by accounts.
• To monitor all management accounts.
• T monitor that guest charges are being attributed and settled correctly.
• To ensure all billing is done to the agreed standard and to liaise with accounts to alleviate any problems.
• To manage deposits and lodgements, floats and foreign exchange
• To deal with complaints in an efficient, attentive and constructive manner.
• To ensure that any guest queries/enquiries are responded to effectively.
• Ensure cash handling procedures are carried out in accordance with company policy.
• To ensure that the agreed standard of uniform and personal hygiene is adhered to by all team members at all times.
• To comply with company legislations regarding Fire, Health and Safety, Hygiene, Food Hygiene, Customer Care and Security.
• Carry out ordering responsibilities as required, utilising the Online purchasing system.
• Adhere to the company's Code of Conduct.
• To read, understand and carry out your responsibilities as defined in the Staff Handbook.
• Ensure work stations are kept clean, safe and tidy at all times.
• Report any maintenance issues immediately to management.
• All staff of the company are required to make themselves available for training and communication meetings, for which advance notice will normally be given.

Compensation: Competitive salary