Guest Experience Lead - VIP & Repeat Guests

Hollybank Trustees Ltd; Cork; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

On-site parking

Staff discounts on dining

Free health club access

Wellness program

Employee recognition

Job summary

The Kingsley in Cork invites an experienced Guest Relations Manager to join our Front Office team on-site. You will lead guest services, mentor staff, and coordinate with departments to deliver exceptional experiences for all guests.

Responsibilities include managing guest feedback, upselling outlets, and ensuring VIP guests receive personalized attention. A passion for hospitality, professional presentation, and local knowledge are essential.

Qualifications

• Extensive guest service experience within hospitality.
• Strong customer service mindset with a pro-active approach.
• Excellent communication and problem-solving abilities.
• Impeccable grooming and professional presentation.
• Experience managing VIP guests and feedback channels (e.g. TripAdvisor).
• Knowledge of Opera PMS or similar property management system.

Responsibilities

• Ensure guest satisfaction across all areas of The Kingsley.
• Provide outstanding guest service and mentor colleagues.
• Liaise with guests on itineraries and local knowledge.
• Upsell dining outlets, spa and health club offerings.
• Manage guest feedback across platforms and report progress.
• Coordinate with departments to maintain service levels.
• Follow up with guests to resolve issues and exceed expectations.
• Oversee VIP stays and ensure repeat guests are acknowledged.

Skills

Guest service

Customer service

Problem solving

Attention to detail

Communication

Team collaboration

Job description

The Kingsley in Cork invites an experienced Guest Relations Manager to join our Front Office team on-site. You will lead guest services, mentor staff, and coordinate with departments to deliver exceptional experiences for all guests.

Responsibilities include managing guest feedback, upselling outlets, and ensuring VIP guests receive personalized attention. A passion for hospitality, professional presentation, and local knowledge are essential.