Join to apply for the Guest Relations Manager role at Fota Island Resort.
In this role, you serve as a key representative of both the hotel and the brand, playing a vital part in creating a lasting first impression for our guests. With a warm and welcoming personality, you will genuinely enjoy meeting and assisting visitors from around the world. Your responsibilities will include providing information, acting as a diplomat, salesperson, hotel representative, and public relations agent, all while maintaining the highest standards of professionalism, efficiency, and friendliness.
You will oversee daily guest arrivals, ensuring reservations are honoured, special requests are fulfilled, and guest expectations are managed realistically. Staying well-informed about the Resort's products, services, and facilities—including room types and rates, dining options and promotions, as well as spa and health club offerings—is essential. Additionally, you will ensure that both you and the team adhere to all brand standards and Front Office Standard Operating Procedures. Your ultimate goal is to create a positive and memorable experience for every guest.
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 our dining outlets within 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 the same at senior management meetings.
* Manage VIPs and return stays to ensure they are acknowledged on their return visit.
* Maintain guest profiles, preferences, and special requests to ensure personalised 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.
Qualities We Are Looking For:
* 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 organisational skills.
* A proactive, approachable, and positive attitude.
* Confident, professional, and welcoming personality.
If you are seeking a rewarding career that involves first-rate training and education, mentoring and development, attractive compensation, and inspiring rewards and recognition, consider joining Fota Island Resort.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Manufacturing
Industries
* Business Consulting and Services
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