Front Office Manager

Front Office Manager sought for leading Derry hospitality business for a Full-Time, Permanent role! 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.The OpportunityWe 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.Key ResponsibilitiesThe Front Office Manager is responsible for managing all front desk operations, overseeing guest services, handling guest check-ins and check-outs, supervising the front office team, and ensuring a high standard of customer satisfaction and efficient hotel operations.Guest Service ManagementEnsure 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.Team LeadershipManage, 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.Administrative DutiesOversee 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.Communication and CoordinationCoordinate 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.Security and SafetyEnsure 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.Daily ProceduresOpening Procedures: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.Guest Check-In & Check-Out: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.Guest Requests and Issues: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.Reporting & DocumentationDaily Reports: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.Logbook: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.Staff Training and DevelopmentTraining: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.Performance Management:Provide constructive feedback and coaching to front desk staff to improve service quality.Identify opportunities for staff growth and development.Customer Service ExcellenceVIP & Repeat Guests:Recognise VIP guests and repeat guests, ensuring personalised services and amenities.Ensure that the front desk team is aware of any special preferences or requests for returning guests.Upselling:Encourage the team to upsell hotel services (e.g., room upgrades, restaurant reservations, spa services).Track success and ensure that staff members understand the benefits of upselling for both the hotel and guest satisfaction.Closing Procedures• Ensure that the front desk area is cleaned and organised.• Verify that all cash, credit card, and billing discrepancies are resolved before the end of the shift.• Secure all sensitive information (e.g., guest data, payment details) before leaving.Emergency ProceduresFire or Medical Emergencies:Ensure staff are aware of fire exit routes, medical emergency protocols, and how to respond to an emergency situation.Maintain an updated emergency contact list for local authorities and emergency services.Guest Safety:Be prepared to assist in any situation where guest safety might be at risk, including handling security or safety breaches.Miscellaneous• Manage the sales ledger• Order stationery supplies (e.g., registration cards and related materials)• Oversee the organisation and storage of lost property• Ensure all queries are followed up and resolved within the same day• Supervise bedroom allocations• Review and approve weekly payroll reports for HRCandidate ProfileProven experience in a Front Office leadership role within a hotel environmentStrong team-building and staff development capabilitiesHands-on management style with high attention to detailExcellent communication and interpersonal skillsCommercial awareness and understanding of occupancy and revenue performanceAbility to lead through change and drive standards in a developing environmentA genuine passion for delivering outstanding guest experiencesWhy Apply?Join a hotel at an exciting stage of redevelopment and growthPlay a key role in shaping service standards and team cultureWork within a forward-thinking and investment-led environmentGenuine opportunity to make a measurable impactIf this sounds like the right role for you, please send your up-to-date CV and a brief cover note to our multi-sector team for immediate and confidential consideration.Please note: Applications can only be accepted from candidates who already hold the legal right to work in Ireland.3D Personnel is acting as an Employment Agency and Business in this recruitment.We are committed to equality of opportunity and uphold strict data privacy standards. 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Created: 2026-03-20