Job Description

Holiday Inn - Assistant Front Office Manager
About us
Andras Hotels is Northern Ireland's largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Cafe Bar and a Health Club. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.
What is the job?
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Assistant Front Office Manager you'll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You'll also create the warm atmosphere that makes our guests feel at home in any location. Typically supervises front desk agents, and night team, reservations, PBX, etc. May oversee team for whole Hotel while doing Manager on Duty Shifts
What we offer
Discounted Hotel Rates across '000's of hotels worldwide for employees and for family and friends
Health Care Cash Plan
Diamond membership of Kingsbridge Hospital Group
Enhanced Pension Scheme
Enhanced Maternity Pay
Enhanced Paternity Pay
Cycle to work
Recruit a friend scheme
Employee Appreciation and Social Events
Employee of the Month Award
20 for completion of FLOW training
Increased Annual leave with service
Discount at Bodyscape - Employee rate and family and friend rate
Cyrospa discount rate at Bodyscape
Communication and advice on Health and Wellbeing
Andras Academy - Training and Development Programs and progression opportunities within the Andras Hotels Group
Work for globally renowned Hotel Brands
Reward Club Incentive Scheme
Hotel Incentive scheme
About the role
Your day to day
People
Assist FO Manager to manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
Educate and train team members in compliance with local laws and health & safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties safely
Ensure your team are properly trained on systems, security, service and quality standards
Arrange key F&B duties training for reception team allows smooth running of shifts
Recommend or initiate any HR elated actions where needed.
Financial
Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
Monitor all financial function in Front Office Department and preparation of daily financial reports
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Promote hotel F&B offerings from reception.
Guest Experience
Ensure your front office team delivers a great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Responsible Business
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
Train team members on PMS procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
Perform other duties as assigned. May also serve as Manager on duty.
This job is the 2nd highest position in the Front Office department reporting into the Front Office Manager and General Manager of the hotel.
Hours of work will include nights, weekends and bank holidays.
Will act as Duty Manager in the hotel as and when required
How do I deliver this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in the Holiday Inn.
The Holiday Inn IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people.
About the company
We are a leading property development and hospitality company, established in 1981 and based in Belfast, Northern Ireland. We are the city's largest hotel group approaching 1000 bedrooms in the city.
Required Criteria

• o Experience within an Assistant Front Office Manager role
• o 5 GCSE's at grade C or above including English or equivalent qualification
• o Good communication and listening skills
• o Proven experience of leading and managing others
• o Customer Service experience

• o Experience within the hospitality industry
• o 3rd level qualification.