Front of House Manager

Job Description

Location: On-Site, Park Hotel Kenmare, Kenmare, Co. Kerry

Reporting to: General Manager

Departments: Reception & Concierge

Direct Reports:

• Duty Managers & Guest Relations
• Reception Manager
• Reservation Agents
• Head Porter
• Porters

Position Overview

The Front of House Manager at Park Hotel Kenmare is a senior leadership role forming part of the hotel’s executive management structure.

Reporting directly to the General Manager, this individual is responsible for overseeing an exceptional, seamless, and highly personalised guest experience that reflects the standards of a five-star, 2 Michelin Key property. This individual will lead and inspire the Reception, Concierge, Porters, Night Management and Duty Management teams, setting the tone for service excellence from arrival to departure.

The role requires refined leadership, operational precision, emotional intelligence, and a deep understanding of ultra-luxury hospitality. The Front of House Manager acts as the ambassador of the hotel’s brand values, cultivating an environment of warmth, discretion, anticipation, and flawless execution.

This is not merely an operational role, it is a senior leadership position that shapes the first and last impression of a world-class hotel and contributes meaningfully to its long-term success. The Front of House Manager defines the emotional experience of every guest, ensuring that luxury is not only delivered, but deeply felt.

A natural leader who balances warmth with performance expectations, and who thrives in a high-accountability, high-care environment.

Key Responsibilities

1. Guest Experience & Service Excellence

• Champion a culture of intuitive, anticipatory service aligned with the highest levels of five-star hospitality standards.
• Personally welcome VIPs, repeat guests, high-profile individuals, and special clientele, ensuring discreet and tailored experiences.
• Monitor and enhance the full guest journey - from pre-arrival communications to post-departure follow-up.
• Oversee the handling of guest feedback, complaints, and service recovery with professionalism and urgency.
• Ensure brand standards and luxury service rituals are executed consistently across all guest touchpoints.
• Collaborate closely with departments such as Housekeeping, Food & Beverage, Spa, Security, and Revenue to deliver cohesive guest experiences.

2. Leadership & Team Management

• Recruit, train, mentor, and develop a high-performing front-of-house team.
• Conduct regular performance reviews and coaching sessions.
• Lead daily briefings and operational meetings to align service priorities.
• Instil pride, ownership, and accountability across all team members.
• Foster a culture of collaboration, professionalism, and exceeded guest expectations.
• Manage scheduling, labour productivity, and team structure in line with business demands.

3. Reception Operations Oversight

• Ensure efficient, elegant check-in and check-out procedures.
• Maintain impeccable presentation standards at the front desk and lobby areas.
• Oversee room allocation strategies in partnership with Revenue and Reservations.
• Monitor billing accuracy, guest profiles, and CRM updates.
• Ensure full compliance with local regulations, data privacy standards, and financial procedures.
• Drive upselling initiatives, room upgrades, and personalised amenities.

4. Concierge & Guest Services Leadership

• Elevate the Concierge function to deliver world-class destination experiences.
• Ensure relationships are maintained with elite local partners such as activity and experience providers, private transportation operators, etc.
• Guide the team in curating bespoke itineraries and exclusive access for guests.
• Oversee VIP arrangements and high-level reservations.
• Maintain an up-to-date knowledge of the local area and all it has to offer in terms of recreation and areas of interest.

5. Quality Assurance & Brand Standards

• Ensure compliance with five-star hotel inspection criteria and Michelin Key expectations.
• Conduct regular service audits and mystery guest evaluations.
• Maintain exceptional lobby ambiance, atmosphere, and cleanliness standards.
• Lead readiness for luxury rating inspections and audits.

6. Financial & Commercial Accountability

• Monitor departmental KPIs including:
  • Guest satisfaction scores
  • Online ratings & reviews
  • Upsell revenue
  • Labor cost ratios
• Identify revenue opportunities through enhanced guest engagement.
• Manage departmental expenses in line with financial targets.

7. Operational Excellence & Systems

• Oversee Property Management Systems (PMS) and CRM systems.
• Ensure accuracy of guest history, preferences, and loyalty profiles.
• Lead digital transformation initiatives related to front-of-house operations.
• Implement service innovation projects to enhance efficiency and personalisation.
• Maintain full compliance with health, safety, and security procedures.

8. Brand Representation & Stakeholder Engagement

• Represent the hotel in high-profile guest interactions and industry events.
• Collaborate with Sales & Marketing to align guest expectations with service delivery.
• Act as Manager on Duty when required, overseeing the entire property operation.

Qualifications

Candidate Profile

Experience & Background

• Minimum 5-7 years’ experience in ultra-luxury hospitality.
• At least 3-5 years in a senior Front Office leadership position within a five-star hotel.
• Proven track record of managing Reception and Concierge teams in a luxury environment.

Skills & Competencies

Leadership & Culture

• Inspirational leadership style with high emotional intelligence.
• Ability to motivate multicultural teams.
• Strong coaching and mentoring skills.

Guest-Centric Mindset

• Exceptional interpersonal and communication skills.
• Polished, professional demeanour.
• Ability to anticipate needs before they are expressed.

Operational Expertise

• Strong knowledge of front office systems and procedures.
• Financial literacy and KPI management.
• Advanced problem-solving and decision-making capabilities.

Personal Attributes

• Impeccable grooming and presentation.
• Calm under pressure.
• Discreet and trustworthy.
• Highly organized with acute attention to detail.

Working Conditions

• Full-time, senior leadership role.
• Flexible hours including evenings, weekends, and public holidays.
• Visible, hands-on presence during peak periods.
• High guest interaction environment requiring constant attention to detail.

Additional Information

Some Of Our Benefits:

• Competitive & generous rate of pay.
• Discounted rates on rooms at Park Hotel Kenmare and other Relais & Chateaux properties.
• 50% off Food and Beverages/ 30% off spa treatments & 20% off spa products.
• Free use of spa/ gym facilities.
• Excellent Training and Personal development.
• Complimentary healthy meals whilst on duty.
• Complimentary on-site parking.