Reception Manager

Job Title : Reception Manager DCU Rooms Location : Dublin City University, Dublin Reports To : Accommodation Services Manager Contract Type : Full-Time | Permanent (Evening and weekend availability required, especially during peak summer season) Job Summary : DCU Rooms is seeking a customer-focused and highly organised Reception Manager to oversee the daily operations of front-of-house services across our 1,400-bedroom student accommodation facilities. As a key point of contact for students during the academic yearand for language schools, group bookings, conferences, and tourists during the summerthe Reception Manager plays a central role in delivering a professional, efficient, and welcoming guest experience. This role involves managing a front-desk team, coordinating staff scheduling, ensuring consistently high service standards, and acting as a critical liaison between residents, guests, service partners, and internal departments. Key Responsibilities : Reception Operations Manage all aspects of reception operations across multiple sites, ensuring a seamless and efficient front-of-house service year-round. Oversee check-in / check-out processes, key distribution, guest communications, and front desk procedures. Adapt service delivery to meet the differing needs of long-term residents during the academic year and short-stay guests during the summer season. Customer Service Excellence Lead the team in delivering a positive, responsive, and guest-centred experience for all audiencesincluding students, parents, language school organisers, group leaders, conference attendees, and tourists. Handle escalated queries and issues in a calm, professional manner and ensure appropriate resolution. Monitor and act on guest feedback to continually improve service quality. Seasonal Business Support Prepare reception operations for the transition to summer business, including onboarding seasonal staff, updating procedures, and aligning with group arrival schedules. Coordinate closely with the Summer Business and Conference teams to ensure high-quality service for language schools, large groups, and event participants. Oversee guest welcome packs, rooming lists, and logistics for group arrivals and departures. Team Leadership & Scheduling Recruit, train, and supervise reception staff and seasonal front-desk assistants. Create staff rotas to ensure appropriate coverage during high-demand periods, including early mornings, evenings, weekends, and peak summer turnover days. Foster a collaborative and motivated team environment with strong attention to customer service and operational efficiency. Systems & Compliance Maintain accurate guest and resident records using accommodation and booking systems (e.g., Kinetics or similar). Ensure compliance with relevant policies and procedures, including GDPR, health & safety, and access control. Liaise with IT and Facilities teams to ensure the front desk systems run smoothly and issues are resolved promptly. Qualifications & Experience : A qualification in Hospitality, Business, Tourism, or a related discipline is desirable. Minimum 3 years experience in a front-of-house or customer service management role, preferably within student accommodation, hotels, or serviced apartments. Experience managing seasonal teams and adapting operations to support different types of customers. Key Skills : Excellent leadership and team coordination skills. Strong interpersonal and customer service abilities across diverse guest types. Highly organised with an eye for operational detail. Confident using booking and reception systems (e.g., Kinetics or similar platforms). Calm under pressure and adept at resolving guest issues efficiently. Desirable : Previous experience in university accommodation or managing a seasonal hospitality operation. Familiarity with the needs of language school, youth, or group travel segments.