Exceptional Guest Experience Leader

1 day ago

Cork, Cork, Ireland beBeeGuest Full time
Guest Experience Manager

At our luxury resort, we strive to create unforgettable experiences for our guests and team alike. As a globally celebrated 5-star property, we are proud to have been named #1 Resort in Europe by Condé Nast Traveler for three consecutive years, awarded the prestigious Forbes Five-Star rating, and honoured with Michelin's highest distinction - 3 Keys. From our Michelin-starred dining to world-class golf, including hosting the Ryder Cup, this resort is a place where excellence thrives.

We are looking for a passionate and energetic individual with a guest-centric mindset to join our team as Guest Experience Manager.

This role will drive the spirit of creating exceptional experiences across the entire resort. The Guest Experience Manager will lead the Guest Experience & Guest Relations Team alongside the Director of Guest Experience, acting as their deputy in their absence to ensure each of our VIGs receives a truly exceptional experience at the resort.

Key Responsibilities:
  • Manage the Guest Experience Executives, Butlers, Coordinator, and Assistant Manager, ensuring all their daily tasks meet the highest standards.
  • Build relationships with guests through active lobby presence, pre- and post-stay communications, and supporting the wider Front of House operations.
  • Handle communications related to incoming VIG guests via phone & email. Manage the dedicated Guest Experience Coordinator, ensuring all VIG requests are promptly addressed.
  • Deputise for the Director of Guest Experience, ensuring the highest level of personalized service is delivered in their absence, maintaining the resort's core values: Grá, Pioneering, and Natural Engagement.
  • Serve as the key liaison with our most high-profile guests, delivering bespoke and intuitive services to meet all their needs.
  • Plan and execute special events at the resort, such as Christmas, Easter, Valentine's Day, and 4th of July celebrations.
  • Lead, mentor, and inspire the Guest Experience Executives, Butlers, Coordinators, and Assistant Managers to deliver exceptional experiences.
  • Oversee and lead the Guest Relations Department, ensuring questions and queries are addressed promptly.
  • Maintain a genuine warmth and ability to build lasting relationships with guests, ensuring a seamless experience. Collaborate with all departments across the resort to coordinate guest stays and inspire the team to enhance service delivery.
Requirements:

Experience in a 5-star or luxury property is essential. A full clean European Driver's Licence is preferred.

You will report to the Director of Guest Experience and be part of the wider Rooms Division Leadership Team in their absence. This role will primarily involve 5 days over 7, with varying shifts. The responsibilities are not exhaustive, and additional duties may be assigned by leadership.

Benefits:

We offer exceptional working environments, development opportunities that are beyond everything, state-of-the-art equipment, as well as very competitive pay and benefits.

This role offers a unique opportunity to work in a world-class environment and make a real difference in the lives of our guests.

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