Galway, Galway
Permanent / Full-time


We are just announcing an exceptional opening to join our team as The Front Office Manager.

This opportunity has just become available and requires an exceptional candidate to fill big boots. As The FOM you will lead one of the very best reception teams in the country maintaining the status of The Twelve Hotel as one of the very best in Ireland. The ideal candidate will have demonstrated great experience in hotel reception, be career orientated, and have some supervisory experience. You may be a hotel management graduate or currently a head of reception in a four/five star hotel in Ireland or a FOM looking to advance further with a leading independent boutique hotel.

If you feel you have the required experience and you love hospitality, then we want to hear from you.

An excellent salary is offered, great work environment with a dedicated team of true professionals and where the very best is brought out in everyone. We are Galway's leading hotel and restaurants and strive to be Number 1 at everything we do.


THE PURPOSE OF THE JOB: To ensure the smooth and efficient running of the reception department and development of your team whilst maintaining the agreed standards of customer care and the control of all accounting procedures. To be responsible for incoming reservations. To be the management presence in the absence of the DGM and GM

In a nutshell – Maximize the guest experience whilst maximizing hotel revenue and support the senior management team.

RESPONSIBLE TO: Deputy General Manager / Revenue Manager

RESPONSIBLE FOR: All Reception staff inclusive of Porters AND Housekeeping Supervisors

• To be responsible for incoming reservations and enquiries
• To ensure correct availability and rates are displayed on all web sites
• To be open to new developments in technology and to actively seek out such.
• To complete a daily check of all in-coming reservations to ensure special requests are noted and actioned eg. Spa treatments, dinner bookings, correct room type, etc
• To maximise revenue whilst we have guests in our house – eg. Ensure they buy product, visit the bakery, dine in West, try our cocktails, use the online shop, buy gift vouchers – Every euro spent is important.
• Ensure email database is continually developed and treasured. Ensure your team are actively getting email addresses from bookers – these must be turned into Twelve bookers in the future.
• Use your judgement to extend guest stays at discounted rates during adequate availability
• To ensure your team are well versed in taking bookings
• To take enquiries for meeting space and finalise all details
• To assist with wedding show arounds in the absence of the GM
• To ensure all guests coming to the reception desk are welcomed with a smile and in a friendly, prompt and efficient manner. Twelve Style.
• To ensure all agreed services are offered e.g. porters, wake up call etc.
• To ensure all guests queries/requests and reservations are dealt with quickly and efficiently. To ensure the telephones are answered promptly and in a friendly manner to the agreed standard (3 rings and putting on hold) .
• To ensure that guests are never ignored while answering the phone or dealing with another guest. Look up and acknowledge guest – ask the guest do you mind if I answer this.
• To deal with complaints in an efficient and attentive manner and to inform Duty Manager of any incidents. You are empowered to resolve and identify yourself as the manager.
• To have details of all local amenities religious services, travel information etc. To hand for guests use. Updates to Suite Pad.
• To ensure that any guest queries/enquires are responded to effectively.
• To be on hand for any groups checking in/out to ensure a quick and efficient check in/out.
• To ensure all telephone/ email messages are delivered to the guest/person immediately.
• To ensure all billing is completed to the agreed standard and to liaise with accounts to alleviate any problems.
• To ensure all telephone calls are accounted for and charges are put on guest bills to the agreed standard.
• To ensure all bar charges/restaurant charges/meeting charges are put on guest bills to the agreed standard.
• To ensure deposits are dealt with to the agreed standard.
• To ensure all cash floats are maintained at the amounts agreed.
• To ensure adequate security with regard to cash handling.
• To ensure all reports/credit card machine/cash balance on a shift basis where applicable.
• To check all petty cash is authorised .
• To check ledger bills before going to accounts.
• To be aware of and comply with company policy regarding: a) Fire. b) Health and Safety c) Customer Care d) Hygiene e) Security
• To carry out skills training for all staff to ensure that a consistent level in standards and services is maintained.
• To ensure that all new starters receive a full departmental induction into area.
• To read, understand and carry out your responsibilities as defined in the Health and Safety Statement and Staff handbook.
• To attend meetings/training sessions as required.
• To write effective rosters to ensure shifts are covered to meet level of business.
• To cover reception shifts as required.
• Co-ordinate with the Housekeeping Supervisors
• Be the Manager on Duty
• To carry out any other reasonable requests made by management

You believe you are the right person to fit in with our wonderful team, we would love to meet you.

Apply for Front Office Manager

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