Luxury Resort Liaison Specialist

1 week ago

Adare, Limerick, Ireland Adare Manor Full time

About Us

At Adare Manor, our vision is to create magical, unforgettable experiences for our guests and team alike. With a commitment to excellence, we've been recognised globally as a leading luxury resort, boasting numerous accolades including #1 Resort in Europe by Condé Nast Traveler for three consecutive years and a Forbes Five-Star rating.

We pride ourselves on exceeding expectations through innovative experiences and exceptional service. If you share our passion for delivering extraordinary experiences, we welcome you to our award-winning team.

We're currently recruiting for a Guest Relations Agent (Switchboard) to join our growing team. As a vital part of our Rooms Division Team, you'll collaborate with the Front Office, Guest Experience, Housekeeping, Boutique & Retail, Laundry, and Spa departments.

Your Key Responsibilities

  1. Manage multiple aspects of a guest's stay, focusing on the Resort Call Centre and Guest Relations Email Inbox.
  2. Ensure efficient call handling and direct incoming calls correctly while providing friendly and helpful responses to guest queries.
  3. Make dining, spa, activity, and golf reservations for upcoming guests using our internal software systems.
  4. Coordinate guest requests, both in-house and upcoming, ensuring all tasks/requests are accurately assigned to the appropriate team member or department.
  5. Collaborate with the Guest Experience & Security Teams to manage our Lost & Found program, correctly locate lost items using our systems, and assist in arranging their safe return.
  6. Curate the daily VIP list & Amenity Program in collaboration with the Guest Experience Team, ensuring accurate recognition of returning and upcoming guests.
  7. Review guest history from previous visits, highlighting preferences and needs, and ensure these are met before their stay.
  8. Effectively manage the Guest Relations inbox, providing prompt and professional responses to all guests.
  9. Support the Guest Experience Team as needed with emails, phone calls, and other tasks assigned to them.

Key Requirements

A Guest Relations Agent (Switchboard) must have a genuine warmth and ability to build lasting relationships with our guests, ensuring seamless experiences. They must be trusted with planning and coordinating all aspects of a guest's stay by collaborating with various departments across the resort while maintaining effective communication. Experience in a 5-star/luxury property is desirable, and extreme attention to detail along with key IT skills are essential for this role.

You will report directly to the Guest Experience Manager and Director of Guest Experience. Shift patterns may vary, and weekend shifts will be required.

Our Benefits

We offer an exceptional working environment, opportunities for development, state-of-the-art equipment, and very competitive rates of pay and benefits.

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