Guest Relations Manager
in Career Vision Recruiters
Permanent | Full Time
Clare
Posted 7 March, 2023
Career Vision Recruiters are currently looking for a Guest Relations Manager for a luxury 5* property in Clare. Guest relations Manager is responsible for giving a warm reception to guests and assisting them throughout their stay and ensuring that their expectations are met.
Job Specification – Guest Experience Manager Role
Main Responsibilities:
- Drive Customer Satisfaction through communication and organizing of guests needs prior to arrival.
- Greet guests that have been liaising with you over the last number of weeks/ months.
- To encourage guests to avail of activities, amenities, and upgrade rooms to mark special occasions etc.
- Liaise with relevant departments regarding any special requests for guest’s incoming on that date through the morning meetings.
- Meet Chauffeurs/ Tour Companies that are taking guests on Day Trips to familiarize them with the guest and their planned day.
- Meet guests on check out who have been on an excursion to receive feedback from them. This information can be used when considering options for future guests.
- Anticipate guest needs, and proactively manage their expectations.
- Liaise closely with Reservations to ensure seamless transition from pre-arrival correspondence to delivery of Information to the operational team.
- Able to carry out show rounds and pass leads to the Sales Team.
- Identifying and Maintaining Guest Experience Goals.
- Ensuring Exceptional Customer Service
- Allocate rooms for VIP guests at Pre-Arrival Stage ensuring that special requests are communicated to all relevant departments.
- Provide guests with information on local attractions and events. Keeping up to date with what’s on in the locality.
- Make bookings for guests as and when required i.e., theatre, restaurant, cars etc.
- Have extensive knowledge of the product and services available.
- Review arrivals for the next ten – fourteen days daily and reach out to incoming guests to create itineraries both on and off property.
- Log guest issues on Opera and communicate issues as appropriate.
- Develop relationships with a variety of local vendors by carrying out meetings & or site visits to their offerings, which include, and are not limited to, restaurants, museums, tour companies, sports venues, ticket agencies, etc.
- Have an in-depth knowledge of what the Clare/Limerick Area has to offer in regard to a variety of experiences our guests may be interested in.
- Be familiar with the Failte Ireland Ultra Luxe Experiences.
- Handle package bookings i.e., the perfect proposal package to ensure a seamless transfer from booking stage to operational stage.
- Create brochures for offsite excursions with information for guests.
- Liaise with relevant departments regarding new offerings and promote these to guests.
- Support Reservations/ Sales Team at times.
- Assist Travel Advisors/ Agents in arranging their clients stay..
- Attend meetings as required.
- Build a relationship with regular guests by meeting them on arrival to present them with their Itinerary and going through the fine details with them (such as meeting points for tours etc.) & show them around the property.
Teamwork
- To maintain a positive, upbeat, friendly and helpful attitude at work.
- To be helpful and supportive towards your colleagues, lending a helping hand when necessary.
- To guide and support new/more junior employees in a positive manner.
Health & Safety
- To ensure that any hazards reported and acted upon without reasonable delay and appropriate action taken to avoid injury.
- To liaise with Management in relation to repair/renewal of any maintenance or equipment issues.
- To comply with company policies regarding fire, health and safety, food hygiene and security
- To ensure that a safe and secure environment for guests and staff is maintained at all times.
Applicant must have the following criteria: –
- Possess a third level qualification in Front office Management or equivalent
- Must have a minimum of 2 years experience in Reservations/Reception.
- Fidelio Opera experience would be an advantage.
- Possess excellent communication skills and be highly organised.
- Possess excellent computer skills and have efficient and systematic work procedures.
- Must be a fluent English speaker.
Motivations:
- Competitive rates of pay.
- Accommodation is provided.
- Full Training is provided.
- Wellness programme.
- Resort benefits are available e.g. discounts on hotel accommodation, food and beverage.
- Free onsite parking.
- Meals whilst on duty.
- Free leisure centre membership.
- Discounted leisure centre activities.
- Sick Pay Scheme.
- Pension Scheme after 6 months.
- Corporate Social Responsibility initiatives.
- Sustainability programmes.
For more details on this exciting position please feel free to contact Jenny at Career Vision Recruiters or apply through the link in confidence.
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