Front of House Manager

Skills and attributes

• Leadership Skills

Description

At Ballyfin, we have a new and exciting opportunity for a passionate and ambitious individual to join our team as the Front of House Manager / Head Butler. This is a great opportunity for someone who thrives on guest interaction and offering the very best of what hospitality has to offer.

This is a full-time, permanent position working 5 days over 7 days, Monday to Sunday.

Nature of the role

As Front of House Manager / Head Butler at Ballyfin Demesne, you will lead the butler team in crafting an exceptional and unforgettable guest experience that embodies the estate's timeless elegance. You will oversee every aspect of guest arrival and departure, including luggage handling, valet services, and the impeccable presentation of our front of house.

Duties & Responsibilities (including but not limited to:) Operations

• Supervise, train, and inspire the team of butler's attendants to deliver service that reflects the grace and heritage of Ballyfin Demesne.
• Ensure warm, polished, and genuinely personalized experience from the very first moment of arrival.
• Coordinate all aspects of luggage handling, storage, and delivery with the utmost precision, care, and discretion.
• Oversee valet parking, private transfers, and guest transportation arrangements, ensuring a seamless and refined experience.
• Maintain impeccable standards of cleanliness, presentation, and ambience throughout, reflecting the elegance of the estate.
• Ensuring that check ins, check outs, and guest inquiries while maintaining a calm and professional demeanour.
• Ensure smooth and efficient communication and handovers of butler teams during guest arrivals and departures.
• Address guest concerns, special requests, or complaints promptly and graciously, ensuring every stay exceeds expectations.

Leadership & Coordination

• Lead daily briefings with butlers to review arrivals, VIP guests, activities, and special events, ensuring perfect coordination across all departments.
• Foster a culture of teamwork, motivation, and pride within the front of house team, ensuring that service excellence is consistent and heartfelt.
• Liaise closely with other departments to anticipate guest needs and deliver an effortless experience.
• Develop and maintain training programmes for new butler team members, nurturing Ballyfin's tradition of refined hospitality.
• Monitor individual and team performance, providing continuous coaching, guidance, and feedback.
• Ensure full compliance with Ballyfin's operational standards, safety procedures, and luxury service expectations.
• Be an inspirational and charismatic leader - setting an excellent example for the team with regards to demonstrating professional conduct and the Hotel's core values and behaviours.
• Contribute to creating and maintaining a dynamic culture and positive work environment in which fair and equitable treatment, the pursuit of excellence and employee engagement thrives, and personal and professional development and employee wellbeing is supported.
• Handle guest check ins warmly, professionally and efficiently.
• Conduct smooth and accurate check out procedures. Review guest accounts and ensure all charges are correct.
• Prepare and present final invoices, process payments, and issue receipts.
• Handle billing enquiries, adjustments, and refunds in accordance with hotel policies.
• Prepare daily reports, cash summaries, and shift handovers accurately.
• Prepare and manage team schedules and shift coverage for butlers ensuring operational efficiency at all times.
• Responsible for budgeting, cost control, and forecasting related to butlers.
• Monitor guest feedback and collaborate with leadership to implement service enhancements and uphold Ballyfin's reputation for excellence.
• Maintain meticulous records of guest luggage, deliveries, and storage to ensure complete accuracy and accountability.

Key Attributes

• Impeccable attention to detail and guest service orientation.
• Ability to multitask and remain calm under pressure.
• A proactive, hands on leader who leads by example.
• Discreet, trustworthy, and committed to maintaining guest confidentiality.
• Positive, collaborative, and motivated team player.

Ballyfin Demesne is an Equal Opportunity Employer