Front Office Manager

Role overview

Mespil Hotel is seeking an experienced Front Office Manager to take charge of its busy front desk operation and help shape an excellent guest journey. This position calls for a driven, hands-on professional who is proactive, highly guest-oriented, and able to keep the front office running smoothly and efficiently.

Front office operations

• Oversee day-to-day front office activity so service remains efficient and consistently high in quality.
• Ensure guest satisfaction standards are maintained throughout every shift.
• Build staff rosters and track timesheets.
• Keep communication clear and effective within the front office team and with other departments.
• Maintain strong presentation and service standards across the department.
• Monitor PM accounts and keep them as low as possible at all times.
• Ensure all accounting processes are followed correctly.
• Work with Reservations to keep the website and room inventory current.
• Make sure room types are balanced appropriately.
• Coordinate closely with Reservations to support accurate room allocation and maximum revenue performance.
• Liaise with the Sales team regarding corporate business.
• Handle IT-related coordination with Opera/PFH whenever hotel issues arise.
• Stay open to adopting new IT and AI tools or practices that may support the department.

Team leadership and development

• Lead, coach, and support the Front Office team to ensure outstanding service delivery.
• Plan and deliver ongoing training to strengthen skills and improve service quality.
• Take responsibility for all departmental training, including the use, review, update, and sign-off of SOPs.
• Manage performance reviews and development plans for team members.
• Work with the HR Manager to raise, address, and resolve team issues.

Guest service

• Provide guests with prompt, warm, and professional service.
• Represent and uphold the hotel’s service values and standards.
• Handle guest questions and complaints with tact, care, and professionalism.
• Help create a positive environment for both guests and colleagues.

Health, safety, and sustainability

• Follow all hotel health, safety, and environmental requirements.
• Report hazards, incidents, accidents, and near misses without delay.
• Encourage safe working habits and compliance with safety standards across the team.
• Support sustainability efforts by helping reduce waste, save energy, and limit water use.

Additional duties

• Take part in relevant training programmes for ongoing professional growth.
• Serve on internal hotel committees when needed.
• Attend bi-weekly management and HOD meetings.
• Support other departments when required.

Experience and technical requirements

• Prior management experience in a similar hotel setting is required.
• Strong leadership and team management ability is essential.
• Excellent communication, interpersonal, and customer service skills are needed.
• Ability to handle guest complaints with professionalism and diplomacy is important.
• Knowledge of health and safety legislation and hotel standards is expected.
• Hands-on experience with Opera PMS is mandatory.
• High standards of personal grooming and presentation are required.

Working conditions

The role requires flexibility and includes evening, weekend, and public holiday shifts.

Benefits

• Access to continuous learning and development opportunities.
• Complimentary stays at the sister property.
• Employee recognition initiatives and social events.
• Extra leave days based on length of service.
• Uniform supplied by the employer.
• Bike to Work Scheme.
• TaxSaver Commuter Ticket Scheme.
• Refer-a-Friend Scheme.
• Employee Assistance Programme for staff and their families.
• Pension scheme available after one year of service.
• Health insurance offered at reduced rates.
• Complimentary buffet-style meals in the staff canteen for breakfast, lunch, and dinner.
• Opportunity to join a supportive, highly engaged team at a hotel recognised as an Outstanding Employer by Failte Ireland for 2023, 2024, 2025, and 2026.