Guest Relations Manager
In this key role, you represent the hotel and brand, creating a lasting first impression for our guests. With a warm personality, you will enjoy meeting and assisting visitors worldwide.
You oversee daily guest arrivals, ensuring reservations are honoured, special requests are fulfilled, and guest expectations are managed realistically. Staying informed about resort products, services, and facilities is essential. You will also adhere to all brand standards and Front Office Standard Operating Procedures.
Your goal is to create a positive and memorable experience for every guest.
We have an exciting opportunity for an experienced Hospitality Professional to join Fota Island Resort's team.
What you'll get in return:
* Competitive Salary
* Career Progression
* Annual bonus scheme
* Refer a Friend program
* Discount on dining options of up to 50% across The Collection
* Reduction on accommodation for family and friends across The Collection
* Unlimited access to our eLearning platform
* Staff parking
* Increased holiday entitlement for long service employees
* Meals whilst on duty
* Employee Recognition Awards
* Employee Assistance Program
* Use of health club and swimming pool
Responsibilities:
* To ensure all guest interactions are handled promptly and professionally with a strong focus on providing exceptional guest service.
* Have a real passion for and knowledge of the resort offerings, enabling you to upsell and promote the dining outlets, Spa, Golf, and Clubhouse.
* Manage guest feedback on relevant platforms such as TripAdvisor, Revinate, and act on feedback to continuously improve guest satisfaction.
* To collate all reviews and complaints from guests and report on same at senior management meetings.
Key Responsibilities:
Manages VIPS and return stays to ensure they are acknowledged on their return visit.
Maintain guest profiles, preferences, and special requests to ensure personalized service.
Manage all guest relations on the ground and work closely with other departments to ensure customer service is at the required level.
Assist with guest arrivals, departures, and check-ins ensuring a welcoming experience.
Follow up with dissatisfied guests.
Liaise with guests on their itineraries and provide support and local knowledge.
Qualifications:
College diploma in hotel management or related field.
Previous experience in Front Office or Guest Services.
Previous managerial or supervisory experience in a similar role is desirable.
Impeccable appearance of personal grooming.
Excellent interpersonal and communication skills.
Proficiency in hotel property management software such as Opera/Opera cloud.
A passion for providing exceptional guest service.
Excellent attention to detail and exceptional organizational skills.
A proactive, approachable, and positive attitude.
Confident, professional, and welcoming personality.
If you seek a rewarding career involving first-rate training and education, mentoring, and development, attractive compensation, and inspiring rewards and recognition, consider joining Fota Island Resort.