Job Description:
The Assistant Front of House Manager plays a vital role in ensuring exceptional guest experiences at Kilkea Castle Hotel. Reporting directly to the Front of House Manager, this individual will be responsible for maintaining consistent quality of customer service, providing guests with memorable stays, and supporting team members on a daily basis.
Key Responsibilities:
* Assist the FOH Manager with front office department responsibilities, including managing employees and ensuring guests receive prompt and courteous service.
* Communicate expectations to team members through orientation, training programs, performance reviews, monthly meetings, and daily briefings.
* Recruit and manage the front desk team, maintaining a strong talent bank.
* Delegate tasks to team members, ensure staff follow procedures during shifts, and assist with weekly/fortnightly rotas.
* Liaise with accounts regarding ledger queries and take necessary action.
* Maximise in-house selling and encourage staff to do so.
* Understand and carry out reservation procedures to Company standard, liaising with Reservations for book-outs/no-shows.
* Develop and motivate Front Office staff, conducting one-to-one reviews, job chats, and appraisals.
* Report comments, complaints, and compliments to Senior Management.
* Maintain operational tools and supplies for effective employee duties.
* Assist FOH Manager with controlling and analysing departmental costs.
* Ensure high standards of conduct, dress, hygiene, and appearance among front office team members.
* Perform varied shifts, ensuring maximum coverage over the course of any week.
* Carry out duties in a safe manner regarding Health & Safety.
* Attend training meetings/seminars as requested and train new staff to required standard.
Requirements:
* Previous experience in a similar role in a 3 or 4-star hotel preferred.
* Working knowledge of Hot Soft or similar hotel software an advantage.
* Professionalism and competency abilities in operational/technical skills.
* Efficiency in controlling labour costs and team development.
* Problem solving, leadership, and excellent customer service skills.
* Punctuality and enthusiasm in all work duties.
* Commitment to continuous improvement.
* Compliance with company policies and procedures.
* Ability to adapt to change, learn, and implement new methods/systems.