As Front Office Reception Manager, you will lead all aspects of the department, crafting exceptional guest experiences that bring our hotel to life. Upholding our value of people first, you will be responsible for the service standards of the Reception and Night teams, collaborating closely with the Head Housekeeper in a true partnership to ensure adherence to brand and company standards. Demonstrating expertise in revenue management, you will maximise profitability through effective rate strategies. With integrity, you will foster a culture of development within your team, ensuring compliance with all legal and company standards while promoting a professional and welcoming image for the Front Office.
About The Role
Job Description
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Provide a warm and welcoming experience for all guests, ensuring appropriate recognition of new and returning guests.
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Leverage your expertise to ensure your team is fully knowledgeable about the hotel's facilities, services, and special promotions, proactively sharing this information with guests to maximize sales and enhance their stay.
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Maintain a strong understanding of the local area, including history, attractions, and events, enabling you and your team to provide valuable recommendations to guests.
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Foster a positive and professional team environment where punctuality, politeness, courtesy, and helpfulness are consistently demonstrated towards both guests and colleagues, promoting positive PR internally and externally.
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Partner with the Reservations team to optimise occupancy, rates, and upsells, actively participating in Revenue and Sales meetings to achieve shared goals.
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Act with integrity to uphold responsibility for the security of guest and hotel property, adhering to all security protocols.
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Demonstrate expertise in ensuring the team performs all guest accounting and cash handling functions accurately and in accordance with company policies and procedures, maintaining complete and accurate guest accounts.
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Utilise your expertise to fully understand, operate, and train the team on all Front Office systems.
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Ensure all billing instructions and guest credit are handled securely and in compliance with hotel credit policy, maintaining financial integrity.
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Implement and consistently train the team on smooth and efficient check-in and check-out procedures, monitoring success through guest feedback and company targets.
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Establish effective and efficient daily communication procedures to maintain consistent service standards.
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Conduct routine inspections of the Front Office and public areas, taking prompt action to address any deficiencies.
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Partner constructively with Finance, Sales, Reservations, and Night teams to ensure consistent adherence to policies, procedures, and requirements.
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Demonstrate expertise in drafting rosters using the online portal to ensure optimal staffing levels in line with business needs and budget, making necessary adjustments based on business fluctuations.
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Prioritise people first by providing mentoring, coaching, training, development, and regular feedback to manage conflict and enhance team member performance.
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Manage recruitment activities with your team, including conducting interviews with prospective candidates.
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Ensure each new team member receives a thorough departmental induction and regular job chats, conducting weekly, three monthly team check-ins to foster open communication and support. Ensure the annual appraisal is completed with key targets for each team member
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Perform other duties as assigned and carry out Duty Management functions as required, acting with integrity and upholding the hotel's standards.
Your Profile
- A strong level of written and spoken English is essential
- Previous experience within a hotel environment, ideally as a receptionist
- A passion for providing an exceptional, personalised service
- A good multi-tasker and organised nature
- A positive and friendly attitude
- Flexible to work evenings and weekends
Benefits
As an award winning, family owned hotel, we offer our staff the chance to become “part of the family!” Your employee benefits will include:
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Internal growth and development opportunities
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28 days holiday for full time staff
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Departmental incentives
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Free parking
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Discounted friends and family rates
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Seasonal staff parties
Required Criteria
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A good level of spoken English is essential
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Previous experience within a hotel environment, ideally as a receptionist
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A passion for providing an exceptional, personalised service
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A good multi-tasker and organized nature
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Flexible to work evenings and weekends
Desired Criteria
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Previous experience in a similar role is preferred
Skills Needed
Establishing Rapport With Clients, Ability to Identify and Anticipate needs, Exceptional Customer Service Skills, Reception skills, Reservation skills
About The Company
The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay.
The Guinness is perfectly poured in our Greyhound bar – enjoy with some smoked salmon and wheaten bread or indulge in a meal to remember in the Gallery Restaurant.
Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as ‘The Bowness’, for the last 30 years, The Malone has been owned and run by two generations of the Macklin family.
Relax and unwind with us. A warm Irish welcome to you!
Company Culture
We are always looking for enthusiastic and talented individuals to join our team.
As a family owned hotel, you're not only part of the team, you're part of the family.
Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another.
The Malone inspires its teams to live by the company's core values;
- Treat people really well
- Openness, trust and understanding
- The highest standards
- Perseverance and enjoyment
- One step ahead
- Flexibility
Internal development and progression is key to our success, having been in business for 30 years.
Company Benefits
We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training.
Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.
Vacation, Paid time off, Performance bonuses, Retirement plan and/or pension, Office perks, Employee development programs, Free parking, Open office, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Progression opportunities
Salary
Not disclosed
