Front Office Manager
We are looking for a friendly, professional, and customer-oriented front office manager to join our team. As the front office manager, you will make sure that customers and visitors feel welcome and are well looked after. Your role will include overseeing employee schedules, front office staff training, and perform the basic reconciling of receipts.
You need to have good people skills, a professional appearance, and be highly organized to be a successful front office manager. The ideal candidate will have previous customer service and office management experience.
About the role
Front Office Manager Responsibilities:
Provide guidance and advice to front office staff at all times
Ensure adequate training is provided to front office staff to ensure a professional and friendly service is provided to all guests
To handle customer concerns and complaints in a professional and tactful manner and refer to senior management when required. Ensure all guests are responded to in a timely manner to avoid any further upset.
To report to the IT department efficiently should problems with computers, phones, wifi, printers or internal software occur and ensure the issue is documented correctly & senior management is notified.
To carry out efficient rostering of employees to suit business needs and make necessary adjustments when required, ensuring the placement of staff is done fairly & when necessary, in various areas/departments around the hotel. Example - Reservations. Ensure all hours are in timepoint timely to ensure no payroll issues occur for staff, monitor daily.
Monitor staff numbers as individual circumstances change
Organise staff breaks while ensuring an even flow of service
Monitor all holiday requests and approve / deny timely and fairly
Oversee staff compliance with company policies and procedures
Monitor incoming reservation issues across our internal system
Ensure regular communications with accounts department to investigate cash / system discrepancies
To be vigilant and ensure that policies regarding all methods of payments & invoicing are complied with at all times.
Communicate with accounts on all new account set ups and credit agreements.
To ensure staff handle reservation, amendments, cancellations, brochure requests, confirmation letters, room allocations & general enquiries to the hotel standard at all times.
Monitor all room moves to ensure they dont interfere with upcoming reserations in Protel.
To assist in the smooth flow of communication within the department & throughout the hotel at all times - Example - Dietary requirements are communicated with chef so he can have options in place for breakfast / lunch and Housekeeping staff are aware of any room moves / Guest specific requests etc.
Monitor the processing and selling of tickets / packages at front of house - encourage promoting these when on call to customers.
Communicate effectively with staff about process updates / improvements through email / group chat or in hand over book.
To report and document correctly any maintenance work required.
To continually strive for service improvements within the department.
To provide hands-on delivery of advice & knowledge of activities and attractions in the area to customers.
To ensure good communication & relationships are maintained between the team and other departments whom you liaise with to encourage a positive environment.
Complete job chats / annual or probationary reviews with staff as required. Evaluate staff performance and provide constructive advice on how they can improve in their role.
Ensure the till has enough change daily for staff at the front desk
Monitor errors on Protel and liaise with Protel / The Edge contacts to rectify the issues
Implement and monitor the front office issue log to ensure all issues are handled correctly and timely. Encourage accountability for each issue until resolved.
Provide feedback to general manager on rates / specific room issues etc. as necessary
Monitor the future bookings to ensure overbooking is not occurring
Monitor No shows Daily to make sure payments are processed per hotel policy.
Hold interviews when necessary and provide feedback to ensure the correct person is hired for the role.
To carry out other duties as required or directed to by senior management.
What you will need
Required criteria
- Candidate must have at least 1 year Reception experience
- Candidate must have at least 2 years customer service experience
Desired criteria
- Previous experience of managing staff is preferable
- Experience in a similar role
Professional skills you’ll need for this job opportunity
Hospitality
Reception skills
Supervisory Skills
Gallen Group
A family-run hotel & bar group owned and managed by the Gallen Family.
The Gallen Hospitality group is comprised of three 4-star, family-run hotels located in Ballybofey and Gweedore, Co Donegal.Owned by the Gallen family, the Villa Rose Hotel was established in the year 2000 and is comprised of 57 bedrooms, state of the art spa facility and has been consistently named Ireland’s top hotels in the Tripadvisor Traveller’s choice awards.In 2016, the Gallen family added Jackson’s Hotel to their offering. With 135 bedrooms, a leisure centre and extensive conference & banqueting facilities the hotel is one of the largest in the region.In 2021, the family acquired An Chúirt Hotel in Gweedores 66 bedrooms & a health club. An Chúirt is nestled in the beautiful Donegal countryside with the iconic Errigal Mountain as it's backdrop.
At Gallen Hospitality our culture centers around our people and we focus on their well-being, safety and equality. With over 300 employees, we are a principal hospitality employer in the County. When we take care of our staff, our staff take care of our guests. WELL-BEING We believe the role we can play in our employees well-being is one of the most important responsibilities we have as employers. EQUALITY We operate an Equal Opportunities Policy. We are proud of how often employees are promoted within the Group.
Our benefits
We pride ourselves on creating a positive working environment for all our employees, with employee wellbeing, autonomy and supportive management at the core of everything we do.
Vacation, Paid time off
Flexible schedule
Office perks
Employee development programs
Tuition reimbursement
Employee discounts
Gym membership or wellness programs
4 day work week
Free parking
Cycle to work
Referral bonus
Open office
Competitive salary
Preferential room rates
Discount on meals purchased
Discount on spa treatments or products
Free meals during shifts
Free parking or Discounted parking
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