Guest Relations Manager

The 5

• Glenlo Abbey Hotel & Estate, Galway (part of the MHL Hotel Collection) is currently recruiting for a Guest Relations Manager . Glenlo Abbey Hotel and Estate is located on the banks of Lough Corrib on a 138-acre estate with the original 18th century manor house dating back to the 1740's. The Hotel comprises of 73 bedrooms including 6 suites, 11 Luxury Self-Catering Lodges, Corrib Room (catering for meetings, events, and weddings for up to 170 guests), River Room Restaurant, Palmers Bar and Kitchen, 2AA Rosette Pullman Restaurant (set aboard original Dining Carriages from the Orient Express), Glo Spa & Wellness, a 9 Hole Christy O'Connor Jr designed Championship Golf course and a 21 bay driving range. MAIN PURPOSE OF THE JOB : Responsible for developing and maintaining the acknowledgment of all Top VIP guests visiting the property. Ensure all departments are aware of all VIPs needs prior to arrival in order to ensure unique, memorable and personal experiences. Create loyal versus satisfied guests. Responsible for teaching and continuously energizing the Guest Relations process throughout the hotel. Monitor quality assurance by amalgamating all guest feedback and implement strategies to improve the overall hotel results. Your Responsibilities : Establish Guest Relations awareness programs for employees with a focus on Guest Preference Pads and the conviction that each and every employee is part of the Guest Relations Team Teach and continuously energise the Guest Relations processes and the importance of personalising our service throughout the property Maintain the VIP treatment plan over the hotel and ensure it is respected. Maintain amenity program offer. Take ownership of all VIP`s organizing their stay, amenity program, pre-contact and coordinate all information and preferences with other departments Meet repeat guests upon arrival to hotel and, whenever possible, build relationship with key Guests. Manage all guest feedback received from all channels both online and offline, ensuring trends are swiftly identified and information is appropriately shared internally. Be a key driver in the hotel upselling programme and incremental revenue programme and ensure training is conducted for all new recruits in a timely manner. Be involvedaspartofthehotelsQualityManagementteamandbeakeyplayerinimplementing processimprovements throughout the Front office departments. Set and achieve departmental goals and contribute to achievement of hotel long and short-term goals. Ensure systems exist and are followed to identify departmental training needs and that training is carried out to address these needs. Conduct internal audits to ensure that standards of performance are being maintained. Communicate results to the team and plan corrective action on an individual or departmental level if the results fall below expectations. What we offer : Competitive Salary Meals whilst on duty in our employee restaurant Complimentary provision of uniforms Excellent Employee discount in all MHL Hotels and SLH Worldwide. Health & Wellness Benefit Employee Recognition Awards Career Progression Recommend a Friend scheme Travel and Bike to Work Tax saving Scheme Skills : Customer Focus Attention to detail