Front Office Manager

Our client’s established hotel in Derry is entering an exciting new phase of significant investment and development. With upgraded facilities and a clear strategic vision for growth, this is a pivotal time to join the business and contribute to shaping its next chapter.

We are seeking a dynamic and motivational Front Office Manager to lead the front desk operation and build a high-performing, service-driven team.

This role is central to the hotel’s success. You will take ownership of the entire front office function, ensuring operational efficiency, exceptional guest experiences, and consistent service standards during a period of transformation and growth.

You will be a visible leader — confident, organised and passionate about hospitality — capable of energising your team and driving accountability.

• Ensure that guests have an excellent experience from check-in to check-out.
• Address guest concerns or complaints, providing solutions promptly.
• Ensure all guest requests are handled efficiently and professionally.
• Manage, train, and supervise front desk staff, ensuring they perform their duties effectively.
• Schedule and delegate shifts for front office team members.
• Conduct performance evaluations and provide feedback to improve team performance.

• Oversee the front office operations, including managing check-ins, check-outs, reservations, and guest inquiries.
• Maintain accurate guest records and handle financial transactions (including payments, billing, and deposits).
• Ensure that all front office paperwork (guest registration cards, bills, and reports) is correctly filled out and filed.

• Coordinate with other departments (Housekeeping, Maintenance, Concierge, etc.) to ensure smooth operation and service delivery.
• Ensure that daily reports, including arrivals, departures, and occupancy levels, are shared with relevant departments.
• Communicate and update team members about any special guest requests, VIP guests, or important changes in hotel operations.

• Ensure the security of the guest data and sensitive information.
• Maintain safety procedures at the front desk, including monitoring guest access to the property.
• Handle emergency situations as necessary, including contacting appropriate authorities.

• Ensure the front desk area is clean, organised, and ready for guest arrivals.
• Review the day's check-in/check-out list, noting special requests or VIP guests.
• Ensure that all front office systems (e.g., PMS) are functioning properly.

• Oversee smooth and efficient check-in and check-out processes for guests.
• Ensure that all necessary guest information is collected and entered into the system.
• Process guest payments and ensure that billing is accurate and reflects any discounts or charges.

• Handle any guest complaints, offering solutions or escalating issues to senior management if necessary.
• Ensure that requests (e.g., late check-outs, special accommodations) are addressed and managed efficiently.

• Ensure that all daily reports (occupancy, revenue, incident reports) are completed and distributed to relevant departments.
• Provide the hotel management with reports on guest satisfaction and feedback.

• Maintain a logbook for recording important guest interactions, incidents, or concerns that need to be addressed.
• Review the logbook to ensure that all issues from previous shifts have been resolved.

• Ensure that all front desk staff are properly trained on hotel policies, customer service standards, and emergency procedures.
• Conduct regular team meetings and training sessions to address new procedures, guest service skills, and updates on hotel operations.

• Provide constructive feedback and coaching to front desk staff to improve service quality.
• Identify opportunities for staff growth and development.

• Recognise VIP guests and repeat guests, ensuring personalised services and amenities.
• Ensure that the front desk…