Guest Relations Executive

Hollybank Trustees Ltd; Dublin; On-site; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Full-time role

Training and development programs

Complimentary stays at sister property

Staff meals (buffet-style)

Job summary

The Mespil Hotel in Dublin is seeking a Guest Relations Executive to join our Front of House Team. Reporting to the Front Office Manager, you will be the face of the hotel in the lobby, delivering a warm welcome and outstanding service throughout guests’ stay.

Requirements include excellent communication, strong knowledge of the local area, and the ability to coordinate with multiple departments to ensure a seamless guest experience.

Qualifications

• Experience in hospitality, front office, or customer service.
• Proficiency in Microsoft Office; familiarity with hotel PMS systems is a plus.
• Fluency in English; other languages are desirable.
• Strong interpersonal and communication skills.
• Flexible to work evenings, weekends, holidays.

Responsibilities

• Greet guests warmly on arrival and direct them to the right areas.
• Engage with guests in lobby and collect feedback for online platforms.
• Record guest preferences by updating profiles.
• Collate guest reviews across hotel segments.
• Support Sales by sharing potential leads.
• Handle feedback and complaints with swift resolutions.
• Respond to customer care emails promptly.
• Monitor and respond to online reviews.
• Stay current on local attractions to provide tailored recommendations.
• Collaborate with departments to meet guest needs, including groups.
• Assist with arrivals/departures coordination with tour guides.
• Assist with luggage handling as required.
• Maintain tidy, welcoming lobby and reception.
• Update guest information displays daily.

Skills

Strong IT skills

Fluency in English

Excellent communication skills

Organised and detail-oriented

Collaborates across departments

Education

Hospitality/Tourism qualification preferred

Tools

Opera PMS

Fidelio

Protel

Job description

Location: On site / Dublin, Ireland
job type: Permanent / Full-time
Sector and subsector: Hospitality | Front of House
Salary: Competitive salary

The Mespil Hotel has an exciting opportunity for a Guest Relations Executive to join our Front of House Team.

Reporting to the Front Office Manager the Guest RelationsExecutive is the face of the hotel in the lobby and public areas, ensuring that all guests receive a warm welcome and outstanding service throughout their stay. This role requires excellent communication skills, strong knowledge of the local area, and the ability to work collaboratively across departments to deliver a seamless guest experience.

Key Responsibilities

• Provide a professional, warm, and friendly welcome to all guests on arrival and assist with directions to the appropriate areas of the hotel.
• Personally interact with guests in the lobby to ensure satisfaction and encourage them to share feedback on our online platforms.
• Learn and record guest preferences, including regular guest requests, by updating guest profiles.
• Collate all guest reviews across the different segments of the hotel.
• Communicate with and support the Sales Team by sharing any potential sales leads.
• Handle guest feedback and complaints professionally, ensuring swift and effective resolution.
• Ensure all Customer Care emails are responded to promptly and appropriately
• Monitor and respond to online guest comments and reviews in a timely manner.
• Maintain current knowledge of local attractions, events, dining, theatre, sports, and cultural activities to provide tailored recommendations.
• Work closely with all hotel departments to anticipate and deliver guest requirements, particularly for groups, events, and special requests.
• Engage with tour guides and group leaders, assisting with the smooth coordination of arrivals and departures.
• Support with guest luggage handling as required.
• Ensure the lobby and reception areas remain tidy, welcoming, and presentable at all times.
• Update and maintain guest information displays and notice boards daily (e.g., weather, local events, meeting room information).

Qualifications

• Previous experience in hospitality, front office, or a customer service role (hotel experience preferred).
• Strong IT skills with proficiency in Microsoft Office; knowledge of hotel property management systems (e.g., Opera, Fidelio, Protel) is an advantage.
• Fluency in English (spoken and written); additional languages highly desirable.
• A qualification in hospitality, tourism, or related field is desirable but not essential.
• Exceptional interpersonal and communication skills with a warm and approachable manner.
• Strong problem-solving ability, remaining calm and professional under pressure.
• Organised, detail-oriented, and able to multitask effectively.
• Enthusiastic, guest-focused attitude with a genuine passion for hospitality.
• Maintain a proactive focus on upcoming events, demonstrating strong knowledge of local attractions, culture, and happenings—or a willingness to learn quickly.
• Ability to collaborate effectively with colleagues across departments.
• Professional presentation and grooming at all times.
• Flexibility to work shifts, including evenings, weekends, and holidays, and provide coverage for reception shifts as required.
• Demonstrates alignment with The Mespil Way by consistently exhibiting Passion for People, Respect and Inclusion, Excellence with Purpose, Warm & Authentic Hospitality, and Sustainability in Action in all interactions and decision-making
• Physical ability to assist with luggage when required.

What we can offer you:

• A full-time role
• Continuous training and professional development programs.
• Complimentary stays at our sister property.
• Additional days off based on your length of service.
• A bespoke uniform provided.
• Access to our Employee Assistance Programme (EAP) for you and your family.
• Option to join our Pension Scheme after 1 year of service.
• Option to avail of Health Insurance at reduced rates.
• Complimentary buffet-style meals in the staff canteen for breakfast, lunch, and dinner.
• A referral program—refer a friend to join our team and receive a reward.
• Participation in the Bike 2 Work Scheme and the Tax Saver Commuter Ticket Scheme.
• Employee recognition initiatives to celebrate your achievements.
• An exciting calendar of social events.
• Being part of a supportive and dynamic team in a hotel recognized as a Great Place To Work and an “Outstanding Employer” for 2023, 2024,2025 & 2026 through the Fáilte Ireland Employer Excellence Program.