Guest Experience Specialist
3 days ago
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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