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Luxury Hotel Guest Experience Expert

2 weeks ago

Galway, Galway, Ireland The Midland Hotel Full time

Job Description:

The Guest Experience Manager at The Midland Hotel is a dynamic role that requires exceptional communication and problem-solving skills. This individual will be the face of the hotel, ensuring that every guest receives a personalized and memorable experience.

Main Responsibilities:

  1. Guest Interaction & Service:
  • Welcome guests in the lobby, assist with check-in and check-out, and be present during key guest interaction times (e.g., breakfast, lunch).
  • Handle all guest requests, from simple inquiries to complex special arrangements (e.g., proposals, personalized amenities, celebrations).
  • Anticipate guest needs through proactive service, utilizing a guest preference form you will create and manage.
Cross-Department Coordination:
  • Coordinate with Housekeeping, Maintenance, Food & Beverage, Spa, and other departments to ensure that guest requests are fulfilled to the highest standard.
  • Quickly address and resolve any guest issues, such as maintenance concerns, room changes, or special dietary requirements.
  • Serve as the central point of communication for all guest-related matters, ensuring that information flows smoothly across the hotel.

Requirements:

  • Experience in a similar role, preferably within a luxury or high-end hospitality setting.
  • Exceptional verbal and written communication skills, with the ability to engage with guests and internal teams effectively.
  • Strong problem-solving skills, with the ability to think on your feet and make decisions that enhance guest satisfaction.