We are currently seeking an experienced Front Office Manager to join the team of our client in the Wexford area. If you are passionate about exceptional customer service and have previous experience in a busy hotel then we would love to hear from you!

Key Areas

• Guest Reception & Service Excellence
• Team Leadership & Development
• Operational Efficiency
• Guest Satisfaction & Problem Resolution
• Financial Management
• Health, Safety & Compliance
• Collaboration with Senior Management
• Staff Scheduling & Resource Management
• Performance Monitoring & Reporting
• Training & Development Support

Job Purpose

The Front Office Manager ensures smooth and efficient front office operations, delivering an exceptional guest experience from arrival to departure. This role leads the front office team, manages guest services, and works with other departments to optimise operations, drive revenue, and uphold brand standards.

Role Responsibilities

Guest Reception & Service Excellence

• Oversee front desk operations, ensuring seamless check-in/out.
• Maintain visibility in the lobby, ensuring guests receive a warm, professional welcome.
• Uphold service standards in line with brand values.
• Respond promptly to guest requests and special needs.

Team Leadership & Development

• Lead, coach, and motivate the front office team.
• Deliver ongoing training on guest service, systems, and standards.
• Conduct performance reviews, managing probation and performance issues.
• Foster a collaborative, professional work environment.

Operational Efficiency

• Coordinate with reservations, housekeeping, and maintenance for smooth operations.
• Ensure accuracy in reservations, room allocations, and billing.
• Implement efficient systems and processes.
• Monitor workflow to manage arrivals, departures, and in-house needs.

Guest Satisfaction & Problem Resolution

• Act as primary contact for guest complaints, resolving issues professionally.
• Monitor guest feedback, implementing improvements where needed.
• Promote a guest-first culture across the team.

Financial Management

• Monitor budgets and control expenses to achieve targets.
• Oversee billing accuracy, cash handling, and compliance.
• Work with revenue teams on rates and occupancy.
• Provide regular performance and revenue reports.

Health, Safety & Compliance

• Ensure compliance with all safety and guest security regulations.
• Inspect the front desk area for cleanliness and order.
• Maintain knowledge of policies and local regulations.

Collaboration with Senior Management

• Work with department heads to align operations with hotel strategy.
• Participate in management meetings, contributing to decision-making.
• Support initiatives to enhance service and efficiency.

Staff Scheduling & Resource Management

• Manage rosters to ensure coverage while controlling costs.
• Ensure the front office is stocked and equipped.
• Support HR in recruitment, onboarding, and training.

Performance Monitoring & Reporting

• Track KPIs including guest satisfaction, occupancy, and revenue.
• Report regularly to senior management, recommending improvements.

Training & Development

• Facilitate staff training and development opportunities.
• Promote cross-training for flexibility and growth.

Preferred Experience & Skills

• 4-5 years’ front office management or supervisory experience in hotels.
• Proven leadership and people management skills.
• Strong organisational, financial, and problem-solving abilities.
• Experience with front office systems (Opera or similar).
• Excellent communication and guest service skills.
• Calm under pressure, flexible with shifts including weekends.