Set on Northern Ireland’s spectacular Causeway Coast, Marine Hotel Ballycastle is a welcoming seaside hotel where warm hospitality, memorable experiences and exceptional guest service come together.
We exist to create unforgettable experiences for every guest, every time. From the moment a guest arrives until their final farewell, our Front Office team plays a central role in making every stay feel seamless, personal and memorable.
The Role
As our Front Office Manager, you will lead the Reception and front office operation, ensuring every guest receives a warm welcome and an exceptional experience throughout their stay.
This is a hands-on leadership role. You will be visible in the operation, supporting your team during busy periods while setting consistently high standards for service, presentation and professionalism.
Working closely with the hotel’s senior leadership team and other departments, you will help ensure the smooth running of the hotel while creating a positive, supportive and guest-focused environment.
What You’ll Do
You will be responsible for:
- Leading, motivating and developing the Reception and front office team.
- Overseeing the day-to-day operation of the front desk, ensuring smooth and efficient arrivals, departures and guest services.
- Creating a welcoming, professional and memorable experience for every guest.
- Being visible and hands-on during busy periods, leading by example.
- Recruiting, inducting, training and coaching team members to achieve consistently high standards.
- Managing rotas, holidays and team deployment in line with business requirements and agreed budgets.
- Handling escalated guest queries, feedback and complaints promptly, professionally and confidently.
- Using guest feedback to identify opportunities to improve service and the overall guest journey.
- Ensuring guest profiles, reservations, billing and financial transactions are managed accurately.
- Maintaining the accuracy and effective use of the Guestline PMS.
- Monitoring departmental performance and supporting the achievement of revenue, payroll and operational targets.
- Working closely with Housekeeping, Reservations, Food and Beverage, Maintenance and other departments to ensure excellent communication and a seamless guest experience.
- Maintaining strong procedures for shift handovers, cash handling, security and night operations.
- Ensuring compliance with hotel policies, data protection requirements and health and safety standards.
- Supporting the wider hotel leadership team and acting as a Duty Manager when required.
What We’re Looking For
We are looking for an engaging, organised and guest-focused leader who takes pride in delivering outstanding hospitality.
You will ideally have:
- Previous experience as a Front Office Manager, Reception Manager, Assistant Front Office Manager or in a comparable hotel leadership role.
- Experience of leading, coaching and developing a front office or reception team.
- A strong understanding of hotel reception operations and the complete guest journey.
- Experience using Guestline PMS, or a similar hotel property management system.
- Excellent communication, organisational and interpersonal skills.
- The confidence to handle challenging situations and resolve guest concerns professionally.
- Strong attention to detail, particularly around reservations, billing and operational procedures.
- Commercial awareness and experience of managing rotas, payroll costs or departmental budgets.
- A calm, positive and solutions-focused approach.
- Flexibility to work across the hotel operation, including evenings, weekends and public holidays.
The Perks
We recognise and reward the hard work and dedication of our team with a competitive benefits package, including:
- Free uniform
- Meals while on duty
- Training and career-development opportunities, including apprenticeships
- Discounts on hotel stays and dining for you, your family and friends
- Exclusive shopping discounts through our employee benefits platform
- Team member events
- Free car parking
Equal Opportunities
We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds. We are committed to creating an inclusive workplace where everyone is treated with dignity and respect and has the opportunity to succeed.
Right to Work
Applicants must have the legal right to live and work in the UK. Evidence of the right to work will be required as part of our recruitment process.
About Us
Marine Hotel Ballycastle is an independently owned hotel, managed by Schulte Hospitality Group.
Hotel Front Office Manager in Ballycastle employer: Marine Ballycastle
At Marine Ballycastle, we pride ourselves on fostering a supportive and inclusive team culture where every member is empowered to grow and develop their culinary skills. With competitive salaries, comprehensive training, and unique perks like discounts on stays and dining, we ensure that our Commis Chefs not only contribute to unforgettable guest experiences but also thrive in their careers amidst the stunning backdrop of the North Antrim coastline.
