ECS Recruitment
Description
ECS Recruitment is currently seeking an experienced Front Office Manager to join a prestigious hotel in Wicklow.
The Front Office Manager will be responsible for overseeing all front desk operations, ensuring exceptional guest service, efficient check-in/check-out processes, and smooth coordination with other hotel departments. This role offers an excellent opportunity for a hospitality professional with strong leadership skills and a passion for delivering outstanding guest experiences.
Responsibilities:
- Manage the daily operations of the front office department, including the front desk, reservations, concierge, and guest services, to ensure the highest level of customer satisfaction.
- Provide leadership, guidance, and training to the front office team, fostering a positive and guest-focused work environment.
- Develop and enforce standard operating procedures to streamline front desk operations and maximize efficiency.
- Oversee the check-in and check-out processes, ensuring accuracy, speed, and personalized service for all guests.
- Monitor and maintain guest accounts, ensuring accuracy in billing, payment processing, and record-keeping.
- Handle guest inquiries, requests, and complaints, providing timely and appropriate solutions to ensure guest satisfaction.
- Collaborate with the housekeeping and maintenance departments to ensure proper room readiness, maintenance, and cleanliness standards are met.
- Coordinate with other hotel departments, including sales, food and beverage, and event management, to facilitate seamless guest experiences and effective communication.
- Monitor and maintain inventory levels of front office supplies, including stationery, key cards, and collateral materials.
- Ensure compliance with hotel policies, procedures, and brand standards, as well as health and safety regulations.
- Conduct regular training sessions for the front office team to enhance their skills and knowledge of hotel services, amenities, and local attractions.
- Prepare and analyze front office reports, including occupancy, revenue, and guest satisfaction metrics, providing recommendations for improvements.
Requirements:
- Previous experience in a managerial role in front office operations within a hotel environment, preferably in a four-star or higher-rated property.
- Extensive knowledge of front office procedures, reservations systems, and guest service standards.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
- Excellent communication skills, both verbal and written, with a professional and guest-oriented approach.
- Exceptional problem-solving abilities and the capacity to handle guest concerns and complaints with tact and diplomacy.
- Proficiency in using hotel management systems, property management systems, and Microsoft Office applications.
- Strong organizational and multitasking skills, with a keen attention to detail.
- Flexibility to work varied shifts, including evenings, weekends, and holidays, as per the hotel's operational requirements.
- A degree or diploma in hospitality management or a related field is preferred.
- Knowledge of local attractions and points of interest is an advantage.
