Guest Relations Manager

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

Location: On site / Cork City, Cork, Ireland
job type: Permanent / Full-time
Sector and subsector: Arts | Hospitality
Salary: Competitive salary

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


• 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


• 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 parking


• Rewards and recognition such as long service awards and employee of the year

Job Types: Permanent, Full-time

• Company events


• On-site parking


• Sick pay


• Wellness program