Front Office Manager

2 days ago

Dublin, Dublin City, Ireland Carlton Dublin Airport Full time

Carlton Hotel Dublin Airport

To deliver quality with consistency to all our customers

On Time, First Time, Every Time

Carlton Hotel is a luxury 4-star Hotel with a broad clientele base including business clients and Park-Sleep-Fly travellers. We are conveniently located next to the Airport and just five minutes from the M1 and M50.

We are recruiting for a Front Office Manager

An exciting opportunity awaits you at our very busy property. The Front Office Manager role, a full-time position, does not arise very often so, if you are keen to further develop your skills and experience in the hotel sector, this just might be the role for you

The Front Office Department at the Carlton Hotel Dublin Airport is the main liaison point between guests and the Hotel, as well as working closely with other Hotel departments. Activities such as check ins/check outs, guest requests and concierge services are handled here. The Front Desk has a significant bearing on our guests' impression of the Hotel, so everything must always be at its very best. In this regard, you will be genuinely caring and have very strong organisational and interpersonal skills, key to this important customer-facing role, with all enquiries being dealt with by you/your Team in a friendly but professional, comprehensive, and efficient manner.

We are interested in hearing from you if you are hard-working, have a great attitude, and delight in providing excellent customer service.

We are offering you:

  1. A certified Great Place to Work, with great colleagues
  2. A competitive salary
  3. Free meals while on duty
  4. Uniforms
  5. Access to an IHF-sponsored Employee Assistance Programme (EAP)
  6. Free car parking (parking while on holidays if travelling from Dublin Airport)
  7. Free shuttle to and from Dublin Airport for employees whose bus goes to the Airport
  8. Employee engagement initiatives – e.g. free yoga classes, fitness programmes
  9. Training and development – opportunities for internal and external training
  10. Annual Social Events – Christmas Party, Summer BBQ, etc.
  11. Annual Tax-saver and Bike to Work scheme offered to all eligible employees
  12. Health-related benefits after the qualifying period of service

Specific responsibilities in this role include:

  1. Being professional, competent, and courteous in the fulfilment of your role, including when dealing with guests and colleagues
  2. Providing excellent hospitality and guest services
  3. Overseeing and managing our Front Office operations, ensuring a smooth, prompt, and efficient service to all our guests
  4. Line Management and leadership of the Reception Team, ensuring they are trained, motivated, and engaged
  5. Undertaking performance management if/as required
  6. Building and maintaining relationships with guests, customers, agents, and other stakeholders
  7. Being fully familiar with our products and services (bedrooms, meeting rooms, outlets, packages, special offers, corporate rates), local amenities, events taking place locally, etc.
  8. Acting as a key liaison between guests and the Hotel, as well as engaging with other Hotel departments
  9. Undertaking the full range of Reception duties as required (the role has a strong operational element)
  10. Endeavouring to ensure that the Department's quality and operating standards are consistently met, reviewing these if/as required
  11. Seeking to maximise our guests' experience and enjoyment, anticipating their needs and proactively managing their expectations
  12. Assisting with maintaining and enhancing Rooms Division profitability, managing the Departmental budget/costs accordingly
  13. To ensure all corporate/guest requests and other relevant information is confirmed with the client/guest and communicated to all relevant Departments in a clear and timely manner
  14. To ensure all charges are properly communicated and processed
  15. To implement new systems and technologies as needed to improve efficiency and customer service
  16. Ideally, bringing forward initiatives and innovations for consideration
  17. Producing financial and other admin-related reports if/as required
  18. Dealing efficiently and politely with guest/corporate client feedback, ensuring prompt, successful resolution of customer issues
  19. Undertaking recruitment activities if/as required
  20. Ensuring that you maintain the highest possible standard of personal hygiene, uniform, appearance, body language and conduct at all times
  21. Ensure that all Company policies and procedures are understood and followed, and all regulatory requirements are met
  22. Acting as the Manager on Duty if/as required

Successful applicants must have:

  1. 1-2 years of Front Office / Reception experience within the Hotel sector, at management or supervisory level
  2. A comprehensive working knowledge of all Hotel operations/Departments
  3. Full computer literacy relevant to the role, being conversant with MS Office and hospitality sector-specific software packages
  4. A willingness to learn, as training will be provided
  5. A calm, efficient, professional, and organised approach to your work
  6. Excellent written and spoken English for this key customer- and colleague-facing role
  7. Very strong operational and administrative skills, with a demonstrated ability to manage a team, including training, mentoring, and coaching Team members
  8. The highest level of attention to detail, with the ability to maintain high standards even under pressure
  9. The ability to successfully manage multiple tasks and priorities in a fast-paced environment
  10. Strong motivation and excellent communication and interpersonal skills, with the ability to build relationships and work collaboratively with others, always presenting yourself, your Department, and the Hotel in a professional manner
  11. A business-minded, customer-focused mindset, always seeking opportunities to maximise sales and profitability allied with a commitment to providing excellent service
  12. The ability to work as part of a Team or on your own initiative
  13. Flexibility as regards shift work patterns (as our operation covers Monday to Sunday, early mornings to late evenings)
  14. A good standard of health / level of fitness, and be capable of, and comfortable with, physical activity

Skills:

Attention to detail, Customer Service, Teamwork, Organisational Skills, Management, Interpersonal Skills

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