Front office Manager

at  The Hardiman

THE HARDIMAN HOTEL - FRONT OFFICE MANAGER

Are you looking for an amazing opportunity to join an enthusiastic, dynamic and driven Hotel Reception team?
Do you have a passion for delivering fantastic service and consistently high standards?
Consider becoming a part of our diverse and experienced team!
The Hardiman Hotel is searching for an experienced Front Office Manager to join our Front of House Team. If you are driven, passionate, innovative with a flair for creating memorable guest experiences, then we would love to hear from you.

3. To ensure that all team members on duty are fully informed of the incoming events of the day / week and know:

• In-house numbers, arrivals, departures
• Group arrival times/departures, bag pulls etc.
• VIPs - who they are, what rooms they are going to, why they are VIP’ed.Function Sheets - what meetings/events are happening, timings, room resets etc.
• Any other relevant data that may affect your department

18. Continuous Improvements - to be flexible and innovative in your approach to leading your department recognising that we can never ‘stand still’ and must always adapt what we do in order to meet the changing needs of the marketplace, our guests and the economy. To proactively:

• Introduce new ideas, suggestions and systems that continuously improve our standards of service and product experience.
• Actively, supporting change positively in order to improve.
• Encourage and support ideas from your team, getting them involved

1. The effective and efficient management of the front office team (i.e. Reception, Concierge, Night Porters) at all times ensuring that the defined 4* standards are implemented and adhered to by all service personnel.

2. To create a welcoming and friendly environment that results in it being a pleasant atmosphere for both guests and team members alike. To ensure that all guests / staff receive the highest levels of service standards, courtesy and professionalism at all times. Demonstrates Brand Champion qualities, leading by example for your team.

3. To ensure that all team members on duty are fully informed of the incoming events of the day / week and know:

• In-house numbers, arrivals, departures
• Group arrival times/departures, bag pulls etc.
• VIPs - who they are, what rooms they are going to, why they are VIP’ed.Function Sheets - what meetings/events are happening, timings, room resets etc.
• Any other relevant data that may affect your department.

1. To ensure (outside of the reservation office) your team responses to all reservations enquires and enters them onto the system on a daily basis.
2. To ensure that all team members have an extensive knowledge not only of the hotel facilities, services, rates, menu content etc but also of local amenities, transport, places of interest, dining options and activities/events happening in the city, ensuring up to date information and brochures are readily available for guests.
3. To oversee the effective implementation of all SOPs and procedures within all the teams, carrying out regular checks of these SOPS with team members.
4. To actively encourage and ensure that all the teams work closely together, providing beneficial support for each other, being able to multi-task and actively help out in each area e.g. rooming guests, check in/out, answer phones, respond to guest queries etc.

5. To work in conjunction with the Sales Department/Hotel Management/Reservations in relation to sales action plans, promotional events, brochure production and distribution in order to generate sales/revenue growth.

6. Financial responsibilities:

• To apply efficient cost controls through effective management of departmental costs/ purchasing, security, staff/labour costs and efficient systems of operation.
• To maximise all revenue/sales opportunities in order to achieve budgets.
• To achieve budgeted targets as defined.
• To ensure that all charges are correctly posted/charged and all monies are accounted for.
• To reduce wastage through effective training and monitoring of staff.

1. Administration responsibilities:

• To ensure that staff rosters are written to meet the business demands of the hotel (responding to the hotel being either busy or quiet) - actively monitoring rosters for all the teams to ensure efficiencies are upheld.
• To accurately complete reports, wage forecasts, timesheets, action plans etc in a timely manner as required.
• To conduct and attend job chats and one to one discussions with your team and with management.

1. Cash / Credit Card Control - to ensure that the hotel’s cash / credit card handling procedures are fully implemented and adhered to by all team members. To ensure that all discrepancies are fully investigated and rectified, taking corrective action as required.
2. Health & Safety - To comply with Fire, Health, Safety, HACCP and Environmental procedures - monitoring staff systems of work and taking corrective action where necessary. To ensure that all team members are aware of the location of fire equipment, exit routes in their areas as well as inform them of any specific hazards related to their areas.

3. Management of staff/teams - to ensure that all team members comply with the hotel’s conditions of employment, procedures and policies. To ensure that fair practices and procedures are implemented and ensure that any issues are addressed without delay, taking corrective action as necessary - liaising with HR/Senior Management.

4. Staff Development & Training - to ensure that staff development takes place through:

• Effective and structured training of SOPs and other needs.
• Implementation of the mentoring system,
• Regular appraisals/job chats - acknowledging successes and implementing corrective coaching/action as necessary and in a constructive manner.
• Ongoing coaching and guidance of team members.

1. To demonstrate a high level of integrity and confidentiality at work and in matters relating to the operations of your department, the hotel and the company.
2. Grooming / Presentation - to ensure that all personnel are dressed to the correct uniform standard, maintain good personal hygiene and present the appropriate image consistently throughout their shift.

3. Attendance/Punctuality/Flexibility - to lead by example and ensure all personnel arrive for work in good time, ready to commence work at the appointed time. To ensure flexibility within the department e.g. absence is covered, over time is worked as necessary etc. and monitor absences in the workplace.

4. Continuous Improvements - to be flexible and innovative in your approach to leading your department recognising that we can never ‘stand still’ and must always adapt what we do in order to meet the changing needs of the marketplace, our guests and the economy. To proactively:

• Introduce new ideas, suggestions and systems that continuously improve our standards of service and product experience.
• Actively, supporting change positively in order to improve.
• Encourage and support ideas from your team, getting them involved.