Front Office Manager

in

Full Time

Dublin

Posted 1 June, 2022

Front Office Manager

The Front Office Manager is responsible for all duties of the front office operation, including management of the front desk, nights, porters and concierge team, training and employee development, delivery of quality customer service, and resolution of guest issues, while maximising room revenue, occupancy and Revpar.

Responsibilities

· Lead, direct, and manage all department operations. Maintain regular presence throughout the department

· Monitor operations to ensure consistent standards of performance are followed and all brand standards are properly executed.

· Review and develop guest history records to enhance personalised service for repeat guests

· Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed

· Maximise room revenue and occupancy by effectively controlling rates and availability

· Ensure guest’s needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery

· Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, guest room types, layout, amenities, and locations; and room rates, special packages, and promotions

· Be familiar with the local area and its tourist / visitor attractions

· Create department budget to include revenue, payroll, costs, and expenses

· Prepare and execute business plans to ensure the maximisation of department performance

· Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand. Communicate the role that each employee has in their achievement and ensure accountability

· Attract and select the best talent available from inside or outside the organisation

· Develop and implement strategies to retain staff

· Train and coach supervisors and employees to achieve their career goals and maximise their potential

· Participate in and ensure Sound Checks are being conducted in department

· Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality

· Resolve guest complaints and implement changes to prevent future issues.

· Monitor quality assurance program scores and guest feedback. Take corrective action when necessary

· Maintain presence in property during peak business periods

· Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.

· Ensure all GDPR policies and procedures are implemented and maintained

· Maintain effective relationships with guests

· Carry out duty management as required

· Ensure successful pre – opening and opening of hotel

The Candidate

· 2+ years’ experience in a Front Office Management role.

· Effective and influential people skills

· Positive attitude and the desire to motivate others

· Strong communication and listening skills

· Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS and Opera.)

For more information contact Stuart in confidence or apply directly through the link for more details.



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