Front Office Manager JBLE1_NI in Belfast

Primary Objectives: The Front Office Manager is responsible for leading and managing all front-of-house operations within our luxury hotel environment, ensuring exceptional guest experiences from arrival through departure. Reporting directly to the Director of Rooms, the role oversees the Reception, Concierge, and Night Operations teams, driving service excellence, operational efficiency, revenue optimisation, and adherence to luxury hospitality standards. The successful candidate will be a highly visible leader who inspires and develops teams while maintaining the highest levels of guest satisfaction, professionalism, and operational performance. This is a full-time position requiring flexibility to work a variety of shifts, including evenings, weekends, public holidays, and overnight coverage as operational needs dictate.

Front Office Operations

• Lead the day-to-day operation of the Front Office department, including Reception, Concierge and Night Teams.
• Ensure all guest interactions consistently reflect the hotel's luxury brand standards and service philosophy.
• Monitor arrivals, departures, VIP guests, groups, and special requests to ensure seamless execution.
• Always maintain exceptional lobby presentation and guest-facing areas.
• Develop and implement procedures that enhance operational efficiency and guest satisfaction.
• Conduct daily operational briefings and handovers with department leaders.

Guest Experience

• Act as the senior point of contact for guest concerns, complaints, and service recovery situations.
• Build strong relationships with VIPs, repeat guests, corporate clients, and key stakeholders.
• Anticipate guest needs and ensure a personalised service delivery.
• Monitor guest feedback platforms, surveys, and reviews, implementing action plans to improve performance.
• Collaborate with other departments to ensure a seamless and memorable guest journey.

Concierge Services

• Oversee the Concierge operation to ensure guests receive expert local knowledge, recommendations, transportation arrangements, and personalised assistance.
• Ensure Concierge team members are knowledgeable about current events, city attractions, and guest preferences.

Night Operations

• Manage and support the Night Supervisor and Night Audit functions.
• Ensure overnight operations are conducted efficiently, securely, and in compliance with hotel policies.
• Review night audit reports and address operational discrepancies.
• Ensure effective communication and handover between day and night teams.

Financial Management

• Monitor departmental budgets, payroll, labour costs, and operating expenses.
• Drive room revenue opportunities through effective inventory management and upselling initiatives.
• Ensure accurate billing, cash handling, foreign currency transactions, and credit procedures.
• Analyse operational and financial reports to identify trends and improvement opportunities.
• Support forecasting and budgeting processes within the Rooms Division.

People Leadership

• Recruit, train, coach, and develop the Front Office team members.
• Foster a culture of accountability, engagement, and service excellence.
• Conduct regular performance reviews and development discussions.
• Identify succession planning opportunities and support talent development.
• Ensure appropriate staffing levels and scheduling to meet business demands.

Health, Safety & Compliance

• Ensure compliance with all company policies, brand standards, and statutory regulations.
• Maintain security procedures relating to guests, staff, and hotel assets.
• Support emergency response procedures and act as a member of the hotel's crisis management team.
• Ensure all Front Office systems, records, and documentation are maintained accurately.

Interdepartmental Collaboration

• Work closely with Accommodation, Revenue & Reservations, Food & Beverage, and Sales & Marketing teams.
• Participate in Rooms Division meetings and strategic planning initiatives.
• Support hotel-wide projects and continuous improvement programmes.

Candidate Profile

• Essential Qualifications & Experience: Minimum 3-5 years' experience within Front Office operations in a luxury hotel environment, at Assistant Manager level or above. Previous experience managing Reception, Concierge, and/or Night Operations teams. Strong understanding of luxury hospitality service standards. Experience with hotel property management systems (Opera, Opera Cloud or similar). Proven ability to lead, motivate, and develop diverse teams. Excellent financial and commercial awareness. Strong problem-solving and decision-making skills.

• Skills & Competencies: Exceptional guest service and interpersonal skills. Strong leadership and team management capability. Excellent communication and presentation skills. Ability to remain calm and professional under pressure. High attention to detail and organisational skills. Commercially minded with a focus on revenue generation. Strong conflict resolution and service recovery abilities. Proficiency in Microsoft Office and hotel management systems.

Desirable: Degree or diploma in Hospitality Management, Business Management, or a related field. Experience within internationally recognised luxury hotel brands.