Guest Relations Manager

The Kingsley; Cork; On-site; EUR 42,000 - 52,000; Full time

Benefits offered by this job

Educational programmes

Dining discounts up to 50%

Staff parking

Gym membership

Spa discounts

Job summary

The Kingsley in Cork is seeking an experienced Guest Relations Manager to join our Front Office team. You will lead guest relations across the hotel, mentor staff through briefings, and drive exceptional service while promoting Dining Outlets, Spa and Health Club.

Knowledge of the Cork area and excellent grooming and presentation are essential, with a passion for delivering high standards of guest care and problem resolution.

Qualifications

• Experience in guest relations management in hospitality.
• Excellent customer service and problem solving.
• Knowledge of Cork area and local knowledge.
• Fluent English and professional appearance.
• Ability to mentor staff and lead briefings.

Responsibilities

• Ensure guest satisfaction across all areas of The Kingsley.
• Provide excellent guest service experience and mentor others through briefings.
• Upsell and promote Dining Outlets, Spa and Health Club.
• Manage guest feedback on platforms and report progress.
• Maintain and improve guest satisfaction scores.
• Liaise with guests on itineraries and provide local knowledge.
• Assist with in-house bookings for dinner and spa, etc.

Skills

Guest service

Team leadership

Problem solving

Communication

Opera PMS

Tools

Opera PMS

Job description

Job Description:

We have an exciting opportunity for an experienced Guest Relations Manager to join our amazing Front Office team in The Kingsley.

Responsibilities

• To ensure guest satisfaction across all areas of The Kingsley
• To provide an excellent guest service experience and mentor others through briefings
• The ideal candidate will have a passion for hospitality and knowledge of the Cork area
• Outstanding customer service and problem solving skills and complaint handling
• Excellent grooming and presentation
• Up sell and promote the Dining Outlets, Spa and Health Club
• Manage the guest feed back on relevant platforms such as TripAdvisor, Revinate, Booking.com and report on progress
• To maintain and improve scores of the above
• Manage guest information in guest rooms up to date and relevant
• To collate all reviews and complaints from guests and report on same at senior management meetings
• Manages VIPS and return stays to ensure repeat guests are are acknowledged on their return visit
• Manages all guest relations on the ground and visits departments to ensure customer service is at the required level
• Follow up with guests that may have experienced issues
• Liaise with guests on their itineraries and provide support and local knowledge
• Help guest with in house bookings for dinner and spa etc
• Assist with tour buses

Qualities we are looking for:

• A passion for providing exceptional guest service
• Excellent attention to detail
• Confident, professional and welcoming personality
• Impeccable appearance of personal grooming
• Proficient in English language
• Have a positive impact, taking personal responsibility and initiative to resolve issues
• Be flexible, responding quickly and positively to changing requirements
• Maintain high team focus by showing co-operation and support to colleagues in pursuit of the department goals
• Knowledge of Opera property management system
• Build relationships across all departments

Benefits:

• Company funded educational programmes
• 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
• Discount on Spa treatments and products
• Free access to health club and swimming pool
• Staff dining facilities
• Staff parking
• Rewards and recognition such as long service awards and employee of the year

Job Types: Permanent, Full-time

Benefits:

• Company events
• Employee discount
• Gym membership
• On-site parking
• Sick pay
• Wellness program