Guest Experience Manager

2 days ago

Galway, Galway, Ireland beBeeHospitality Full time €45,000 - €63,000
Job Overview

We are seeking a Guest Experience Manager to join our team. This is a unique opportunity for an experienced professional to take on a challenging role and make a real impact in the hospitality industry.

The successful candidate will be responsible for developing and maintaining a deep understanding of all VIP guests visiting the property. They will ensure that all departments are aware of all VIPs' needs prior to arrival, in order to provide unique, memorable and personal experiences. The goal is to create loyal versus satisfied guests.

As a Guest Experience Manager, you will be responsible for teaching and continuously energizing the Guest Relations process throughout the hotel. You will monitor quality assurance by amalgamating all guest feedback and implement strategies to improve the overall hotel results.

Key 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 energize 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 involved as part of the hotels Quality Management team and be a key player in implementing process improvements 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:

  • Meals whilst on duty in our employee restaurant.
  • Complimentary provision of uniforms.
  • Excellent Employee discount in all MHL Hotels and SLH Worldwide.
  • Employee Recognition Awards.
  • Recommend a Friend scheme.
  • Travel and Bike to Work – Tax saving Scheme.
Seniority Level
  • Mid-Senior level
Employment Type
  • Full-time
Job Function
  • Customer Service
Industries
  • Hospitality and Hotels and Motels

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