Guest Experience Specialist

3 days ago


Belfast, United Kingdom Kennedy Business Services Ltd Full time

Job Overview: Kennedy Recruitment is delighted to be working alongside a prestigious new hotel development in Belfast to recruit for a Front of House Manager.

About the Role: This is a pivotal leadership role responsible for delivering exceptional guest service and operational excellence.

Key Responsibilities:

  • Oversee all Front of House operations, ensuring the highest standards of guest service and satisfaction.
  • Maintain complete knowledge of hotel facilities, room types, amenities, rates, and local attractions to provide accurate information to guests.
  • Manage staffing schedules, payroll accuracy, and daily operational needs, ensuring efficient use of resources.
  • Ensure smooth and welcoming check-in and check-out processes, and address guest requests promptly and courteously.
  • Supervise cashiering procedures, ensuring compliance with hotel accounting policies and standards.
  • Handle guest feedback and complaints professionally, implementing solutions to enhance service delivery.
  • Conduct regular performance reviews, coach and mentor team members to achieve their full potential.
  • Collaborate with the Rooms Division and other departments to ensure seamless operations and alignment with the hotels objectives.
  • Drive team motivation and engagement through new incentives, career development opportunities, and a supportive work environment.

About You:

  • Proven experience as a Front of House or Front Office Manager, preferably within a luxury or high-volume hotel setting.
  • Exceptional leadership and interpersonal skills, with the ability to mentor and motivate a diverse team.
  • Strong organisational and problem-solving abilities, with a proactive and guest-focused approach.
  • Proficiency in managing departmental budgets, forecasting, and operational reporting.
  • Excellent knowledge of hospitality systems, including room inventory management and financial processes.

Benefits:

  • Competitive salary based on experience (£52,000 - £72,000 per annum).
  • Annual leave entitlement that increases with service.
  • Pension contributions matched by the company, with higher rates after one year.
  • Healthcare and wellness benefits for managers after six months.


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