Hotel Front Office Manager

Company Description

The Park Hotel, Dungarvan with Holiday Homes and Health Club is located in the beautiful harbour town of Dungarvan, overlooking the Colligan River. The hotel offers excellent facilities including 84 bedrooms, 15 self-catering holiday homes, conference and dining options, and the refurbished Riverside Health Club with a 20m swimming pool, sauna & steam room. With easy access to the Greenway, a vibrant nightlife, and picturesque walks, Dungarvan is a hidden gem for both locals and visitors alike.

Role Description

This is a full-time Hotel Front Office Manager position that is based on-site at The Park Hotel in Dungarvan. The Hotel Front Office Manager will be responsible for ensuring smooth and efficient operations of the front office, including managing the front desk, handling guest complaints, responding to customer inquiries, and training and supervising front office staff.

The successful Candidate will work closely with our Marketing and Revenue Manager and have the support and assistance of a strong front office team including reception supervisors.

We are proud our reception team offers our guests the most welcoming and efficient customer service experience at all times. This will be the driving factor behind all that you will do and to ensure we continue to offer and improve our guests expectations of the service we offer and deliver to them.

Role Responsibilities

• Co-ordinate all functions of Reception team with a hands on approach
• Reinforcing a customer focused approach within the team at all times
• Work with the team to ensure all guest have a positive experience by delivering a smooth Check In and Check out process
• Work closely with other departments to ensure booking information is timely, shared and accurate
• Ensure quality of data is maintained within the booking system enabling accurate guest history and sales’ information
• Encourage guest feedback by implementing and managing a system for addressing comments to ensure guest satisfaction and continuous improvement
• Monitor guest feedback trends and proactively address potential challenges in service standards
• Actively solicit guest opinion by ensuring a strong Reception presence – meeting guests regularly
• Provide shift coverage in reservations as required during annual leave by relocating existing team members
• Recruit, train, develop and monitor staff in conjunction with the HR department
• Prepare rotas for the department in advance taking into account the business demand and ensure sufficient cover is available to meet those needs
• Responsibility for training and development of all staff through use of departmental SOPs
• Ensure that performance appraisals are carried out regularly
• Attending Management meetings and training sessions as required
• Handling general administration duties
• Ad hoc projects
• Compliance with company regulations regarding; Fire, Health and Safety, Hygiene, Customer Care and Security

Person Specification

• Demonstrated ability to create a welcoming and positive guest experience
• Excellent organisational and time management skills
• Strong leadership, team training, and team-building skills
• Must live locally, have own transport available, or have the ability to commute or relocate
• Must be 100% fluent in English

Qualifications

• Proficiency in hotel reservation and payment systems, ideally HOTSOFT, Avvio and Volante
• Experience in managing a busy 4* hotel reception & reservations department and handling customer complaints and inquiries
• MS OFFICE; Office Administration, Communication, and Customer Service Skills; Train the Trainer (ideally)

Job Types: Full-time, Permanent

Pay: From €38,000.00 per year

Benefits:

• Company events
• Employee discount
• Food allowance
• Gym membership
• On-site gym
• On-site parking

Experience:

• Reception Management: 2 years (required)

Language:

• Fluent English (required)

Work Location: In person