Front Office Manager
2 weeks ago
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JMK Group and Hampton by Hilton,Dublin 7 are hiring
Position Summary
As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards
Key Responsibilities
- Oversee the entire Front Office operation to maintain high standards
- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
- Set departmental objectives, work schedules, budgets, policies, and procedures
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Maintain good communication and working relationships with all hotel departments
- Monitor staffing levels to meet cover business demands
- Conduct monthly communication meetings and produce minutes
- Manage staff performance issues in compliance with company policies and procedures
- Recruit, manage, train and develop the Front Office team
- Comply with hotel security, fire regulations and all health and safety legislation
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Assist with other departments, as necessary
Front Desk Operations
- Manage reservations, cancellations, and modifications using hotel property management systems (PMS).
- Process payments accurately, including cash, credit card, and room charges.
- Coordinate with other departments, such as housekeeping and maintenance, to ensure seamless service delivery.
Problem-Solving and Emergency Handling
- Address guest concerns and resolve issues to maintain a positive experience.
- Respond promptly to emergencies or safety concerns, following established protocols.
Other Responsibilities
- Complete tasks and duties as directed by the Line Manager to ensure efficient hotel operations.
- Uphold Hilton's service standards to deliver a consistent and high-quality guest experience.
- Follow all company policies, including those related to data security, cash handling, and confidentiality.
What are we looking for?
Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- Experience of managing people and developing people
- Previous experience of managing a department and Profit and Loss account
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Flexibility to respond to a variety of work situations
- Ability to work on your own and as part of a team
- Seniority levelMid-Senior level
- Employment typeFull-time
- IndustriesHospitality
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