Job Description – Reception Manager

Trump International Doonbeg is a coastal haven, hidden on a sheltered corner of the Wild Atlantic Way where world-class golf meets an intimate Spa, amazing food and access to the best activities, culture, heritage and one of the most picturesque settings Ireland has to offer for conferences, meeting, incentives and special events.

Recognised among the best championship Links Courses in the world and named best Golf Resort in Ireland by the Irish Golf Tour Operators Association. At the heart of the resort is the Irish Country house hotel with one of Irelands best Hotel Restaurants, the Ocean View Restaurant. And Ocean is a recurring theme, ever present with stunning views of the rolling waves and the rugged landscape stretching as far as the eye can see to the Cliffs of Moher.

Trump International Doonbeg is home to a proud and motivated workforce of over 300 Staff during high season, offering a world class 5 Star Hotel workplace, with the beauty and balance of West Clare living.

Job Title: Reception Manager

Department: Front of House

Responsible To: Front of house manager

Type of Contract: Full-time, Permanent

Main Purpose of Job: The Reception Manager at Trump International Hotel & Golf Links, Doonbeg is the golden thread between our Guests and Resort; always inspiring and leading Reception Manager employees to deliver exceptional and memorable guest experiences from Welcome to Farewell. You will strive to ensure the smooth running of the department, successfully executing all Front Office operations.

Liaises with: Reservations, Housekeeping, Maintenance, Finance and wider front of house teams

MAIN DUTIES

• Co-ordinate all functions of the Front Office while actively displaying a proactive Front of House leadership style.

• Together with the team ensure a positive representation of the company with guests by delivering a smooth Check In and Check out experience reinforcing a customer focused approach to hotel operations at all times.

• Work closely with the Reservations department, Accommodation department and Guest Services department to ensure booking information is shared and accurate.

• Provide clear leadership for quality and Process Improvement initiatives aligned with business goals and objectives.

• Maintain, implement and adhere to standard policies, systems and procedures relating to hotel operations, including health and safety systems and quality standards.

• Set up and maintain a high level of personal service and guest recognition, with particular attention to Members and return guests.

• Ability to remain calm whilst under pressure.

• Ensure quality of data is maintained within the booking system enabling accurate guest history and sales information.

• Seek and respond to guest feedback in order to drive continuous improvements in service standards.

• Ensure effective channels of communication are in place maximising the opportunities of distributing the information available - and encouraging ideas and participation from all team members, through monthly team briefings, daily morning meetings and attendance at the weekly operations meetings.

• Interview, select, and supervise Reception staff to ensure the efficient operation of the department.

• Supply and co-ordinate effective training to enable all Reception associates to carry out their duties as required.

• Continually monitor trends in guest feedback, forming action plans accordingly in order to address challenges in service standards. Actively solicit guest opinion by ensuring a strong Reception presence – meeting guests regularly.

• Carry out appraisals, promoting feedback – and to utilise the opportunity to set goals and objectives ensuring all staff are working in alignment with the Resort’s goals and objectives.

• Ensure consistency of five-star experience through consistent monitoring of standard operating procedures and ensure adherence to these standards by regularly and fairly holding staff accountable for their performance.

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which can include day, evening or weekend shifts.

HEALTH & SAFETY

• 
  To fulfil your obligations under the Health & Safety at Work Act 1989 and any revisions or additional legislation made thereto.

• Knowledge of local and company hygiene, health and safety regulations

• To ensure that reasonable care is taken for health and safety of yourself, other employees, guests and any other person on the premises.

• To keep your work area clean, tidy and safe and report any hazard, accident, loss or damage to management.

• To be aware of trained first-aid personnel on the premises and have knowledge of the location of first aid boxes/fire extinguishers/alarms.

• To observe all safety rules and procedures, including those laid down in the Health & Safety Statement for your place of work.

• To carry out and promote fire and accident drills as directed by the hotel safety officer.

OTHER DUTIES

The above is not intended to be an exhaustive list and you will be expected to comply with any reasonable requests or duties as directed by management.

QUALIFYING CRITERIA

• Excellent communication skills both verbal and written.

• Suitable, relevant experience in the management of Front Office.

• Experience and knowledge of managing and controlling the budget for your department.

• Drive and commitment to deliver results whilst managing complexity and demonstrating adaptability.

• Good organisational and problem-solving skills.

• A team player who is resourceful and self-motivating.

• Excellent relationship management and interpersonal skills.

• Willingness to maintain current and up-to-date knowledge of the hospitality and leisure industry.

• Ability to supervise, train and motivate associates in your team.

• Participate in the development of short-term and long-term financial and operational goals of the hotel.

• Detail orientated and hands on.

• Excellent systems knowledge is essential for this role and you must possess strong computer skills, including Microsoft Office/ Google (Excel/PowerPoint/Word) and Opera cloud.

• Knowledge and experience of Forbes five-star hospitality an advantage.

• Degree or Diploma in Hospitality Management an advantage.

BENEFITS:

• Regularly stocked canteen for meals, snacks and beverages while on duty.

• Discounts in our Spa, Hotel & Golf course.

• Discounted staff and friends and family rates available in other group properties in the United States, Canada and the United Kingdom.

• Free Car parking.

• Regular staff appreciation initiatives.

• Opportunities to develop and grow through assisted educational opportunities.

• Sick Benefit scheme.

• Personal locker where required.