Guest Relations Manager

Job Description:

We have an exciting opportunity for an experienced Guest Relations Manager to join our amazing Front Office team in The Kingsley.

Responsibilities

• To ensure guest satisfaction across all areas of The Kingsley
• To provide an excellent guest service experience and mentor others through briefings
• The ideal candidate will have a passion for hospitality and knowledge of the Cork area
• Outstanding customer service and problem solving skills and complaint handling
• Excellent grooming and presentation
• Up sell and promote the Dining Outlets, Spa and Health Club
• Manage the guest feed back on relevant platforms such as TripAdvisor, Revinate, Booking.com and report on progress
• To maintain and improve scores of the above
• Manage guest information in guest rooms up to date and relevant
• To collate all reviews and complaints from guests and report on same at senior management meetings
• Manages VIPS and return stays to ensure repeat guests are are acknowledged on their return visit
• Manages all guest relations on the ground and visits departments to ensure customer service is at the required level
• Follow up with guests that may have experienced issues
• Liaise with guests on their itineraries and provide support and local knowledge
• Help guest with in house bookings for dinner and spa etc
• Assist with tour buses

Qualities we are looking for:

• A passion for providing exceptional guest service
• Excellent attention to detail
• Confident, professional and welcoming personality
• Impeccable appearance of personal grooming
• Proficient in English language
• Have a positive impact, taking personal responsibility and initiative to resolve issues
• Be flexible, responding quickly and positively to changing requirements
• Maintain high team focus by showing co-operation and support to colleagues in pursuit of the department goals
• Knowledge of Opera property management system
• Build relationships across all departments

Benefits:

• Company funded educational programmes
• Discount on dining options of up to 50% across our dining outlets within The Collection
• Reduction on accommodation for family and friends across The Collection
• Discount on Spa treatments and products
• Free access to health club and swimming pool
• Staff dining facilities
• Staff parking
• Rewards and recognition such as long service awards and employee of the year

Job Types: Permanent, Full-time

Benefits:

• Company events
• Employee discount
• Gym membership
• On-site parking
• Sick pay
• Wellness program