The Post: Front Office Manager, Titanic Hotel Belfast
The Post Holder: Ciarán Poland
Give a brief outline of your career to date.
I started my hospitality career in the Burrendale Hotel, in Newcastle Co.Down, when I was 15. My job entailed collecting glasses and delivering drinks to guests in the lounge/bar area. I progressed to serving food to guests, bartending and then eventually I moved to the fine dining restaurant.
This evolved into the role of service supervisor and I undertook wedding and banqueting duties, performing master of ceremonies and conducting event appointments and show rounds. I am thankful to have worked under a great management team who always gave me the opportunity to progress. After six years gaining experience in food and beverage, I was offered the opportunity to move to reception.
This is when I fell in love with the administration of hospitality. I got to know the systems well, but I was eager to progress further and with no opportunity to progress in my current role I was prompted to attend a Careers Open Day at the newly opened Titanic Hotel Belfast in September 2017.
I was offered a reservations agent role which involved making reservations for accommodation and dining both by phone and email. I was excited at the prospect of the role in such a new and unique hotel and after just eight months in this role, I was offered the opportunity of Reservations Manager for a maternity cover which then became a permanent role. In this role I was responsible for managing the department and its team members.
Fast forward a year and the opportunity of Front Office Manager arose. I jumped at the chance of applying as I love the face-to-face interaction of reception and this was missing from my Reservations Manager role. This role involves ensuring that guests of the hotel receive an excellent experience and that the hotel runs smoothly. I manage check in and inspect rooms. I am responsible for 20 staff.
What was your favourite subject at school?
I always had a love of computers and gadgets, so it was fitting that ICT was my favourite subject which I always excelled in.
Did you go on to further/higher education, if so, what did you study and where?
Yes. I attended Southern Regional College in Newry to undertake a University of Ulster foundation degree in Hospitality & Tourism Management which I completed in 2014.
How did you get into your area of work?
At 15 I was looking for a part-time job with friends and I started in hospitality because the hotel was close to home. I enjoyed the industry and through being determined and always putting solutions forward for challenges that arose I soon progressed.
Is this what you always wanted to do?
Growing up I wanted to be a lawyer – don’t ask why! But I fell in love with hotels when I joined the Burrendale.
Were there any essential qualifications or experience needed?
No formal qualifications were needed for my first role but a clear focus, good experience and a determination to succeed certainly help when seeking to progress in hospitality.
Are there alternative routes into the job?
Yes, there are great hospitality apprenticeships available that Titanic Hotel Belfast proudly promotes alongside Belfast Metropolitan College.
Although if education is not for you, I’d say don’t worry – if you are determined and can think on your feet, you will fit in to the hotel industry well. There are so many opportunities for progression and learning in the hospitality and tourism industry.
What are the main personal skills your job requires?
I believe that interpersonal skills are important as I am among the first members of staff to greet visitors arriving at the hotel. Ensuring that they receive an experience worthy of our award winning title is of utmost importance.
I deal with guests from all over the world. Being friendly and welcoming is the most important part of the job as this may be the visitor’s first time visiting Northern Ireland. Making people feel at home and relaxed is a great skill to have. Reception is largely the first impression the guest receives on arrival, get this right and the hotel has happy guests.
What are the best and most challenging aspects of the job?
The best part of my job is being able to train and develop my team, they are the heartbeat of the hotel and need to be motivated and appreciated so they can excel in their job and feel happy.
Managing changing consumer needs can be challenging. Some guest’s expectations vary and we have to deal with bridging the gap between that and providing an efficient and informative service on a daily basis. I am grateful that my team and I are easily adaptable so that any guest can be assured of a great overall experience with us.
What does a typical day entail?
A typical day begins at 7am with a morning handover from the Nights Manager. I carry out a daily review of the hotel which includes checking all areas of the hotel and then ensuring that all my team on shift are well and ready for the day ahead. I attend a mid-morning briefing for the head of departments where we discuss the previous day and the upcoming day’s functions and revenue figures so that we can brief our teams individually. In mid-afternoon I usually undertake completion of emails and administrative tasks prior to check in. Then it’s all systems go as we start to welcome the day’s arrivals. The typical day ends at around 5.30pm when the majority of guests have checked in.
Why is what you do important?
I am the leader of the department and I am responsible for training and motivating my team. Without that clear leader and motivator, staff could become disengaged in their role. I believe it’s important that I am a supportive team player so that my team never feel left alone or unsure of how to develop in their role.
How has Covid-19 impacted your business/role?
We were closed most of 2020 with lockdown and periods of opening and closing. In 2021 when we fully reopened, like many other hotels in Northern Ireland, we had to deal with with a large number of staff moving onto different industries. Recruiting and training became a daily task so that we could provide the service excellence that we had become known for pre-lockdown.
What adjustments have you had to make?
Flexibility in my role, being able to provide cover in different departments to ensure that every area is covered for our guests. Working longer days became the new normal as it has for many others, but it is our dedication to the hotel that keeps us going.
What advice would you give anyone looking to follow a similar career path?
Find yourself a company that prides themselves on their staff’s personal development. Mentors are such an awesome resource, especially ones who have many years of experience in the hospitality industry. I was fortunate to have many that supported me over the years and without them I would not be as successful as I am now.
If you weren’t doing this what would you like to do?
I am doing a job I love but if I wasn’t I would like to be a trainer/developer for hotel systems.
What is the one piece of advice you would give to yourself on your first day?
Step back, take a breath and jump right in – it’s hard work but it’s also great fun.
Describe your ideal day off.
A lie in! The early morning starts and late-night finishes take their toll. Catching up with friends and hitting the golf course, finished off with a few drinks and a Chinese takeaway on the way home.
And finally, what’s the key to any successful job search?
Emphasise your skills and personal accomplishments. Qualifications are great but employers like to see the personal side too.