Guest Relations Manager

SDA - Front Office; Dublin; On-site; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Free meals on duty

Discounted employee rates at Arora & I

Food and beverage discounts

Employee recognition programs

Life assurance

Job summary

Sofitel Dublin Airport Hotel, a luxury flagship property, seeks a Guest Relations Manager to drive VIP recognition, personalised service, and a proactive lobby presence. You will lead Concierge, Porter and Switchboard teams and partner with all departments to deliver elegant, consistent standards.

The role encompasses pre-opening recruitment, training, SOP development and ongoing guest experience enhancements within a seven-day operation at the airport location.

Qualifications

• Experience in luxury guest-relations or front-of-house management.
• Proven ability to lead diverse teams and deliver personalised service.
• Familiarity with loyalty programmes and complaint resolution.
• Knowledge of Opera PMS and guest-profile systems is advantageous.

Responsibilities

• Lead and inspire Guest Relations, Concierge, Porter and Switchboard teams to deliver luxury service.
• Drive pre-opening activities including recruitment, training, SOP development and readiness.
• Create personalised guest experiences and anticipate needs.
• Manage VIP, loyalty and special occasion programmes.
• Respond to guest feedback with prompt, effective resolutions.
• Oversee concierge, transport, luggage and guest communications.
• Collaborate with all hotel departments to ensure seamless service.
• Coach and develop team members to foster excellence.
• Monitor guest satisfaction and implement service improvements.
• Oversee scheduling, costs, and stock in line with budget.

Skills

VIP recognition

Team leadership

Guest profiling

Service recovery

Tools

Opera PMS

Microsoft Office

Job description

We are seeking an experienced Guest relations Manager to play a pivotal role in the pre-opening and launch of Sofitel Dublin Airport Hotel—a luxury flagship property managed by the award-winning Arora Group in partnership with Accor’s Sofitel brand.

Directly connected to Terminal 2, this landmark hotel will redefine the guest experience at one of Europe’s busiest international gateways and will feature:

• 412 elegant guestrooms
• Extensive meetings and events facilities
• A spectacular rooftop bar with panoramic views across Dublin and the airport

A bit about what you will do...

The Guest Relations Manager is responsible for VIP and loyalty guest recognition, proactive lobby presence, concierge and porter services, switchboard standards, guest profiling, feedback and service recovery. The role works closely with all hotel departments to ensure guest expectations are anticipated, Sofitel and Arora Group standards are consistently achieved, and each guest receives warm, elegant and individual service.

• Lead and inspire the Guest Relations, Concierge, Porter and Switchboard teams, delivering exceptional luxury service throughout the guest journey.
• Play a key role in the successful pre-opening of the hotel, including recruitment, training, SOP development and operational readiness.
• Create memorable and personalised guest experiences, ensuring every guest receives attentive, proactive and professional service.
• Manage VIP, loyalty and special occasion programmes, coordinating bespoke guest arrangements and special requests.
• Act as the primary escalation point for guest feedback, complaints and service recovery, ensuring prompt and effective resolutions.
• Oversee concierge, transport, luggage and guest communication services, maintaining the highest standards of hospitality and efficiency.
• Build strong relationships across all hotel departments to ensure seamless service delivery and exceptional guest satisfaction.
• Coach, develop and motivate team members, fostering a culture of excellence, accountability and continuous improvement.
• Monitor guest satisfaction, service quality and operational performance, implementing initiatives to enhance the guest experience.
• Manage departmental scheduling, costs, stock and resources in line with budget and business requirements.
• Support commercial performance through guest engagement, loyalty programme promotion and appropriate upselling opportunities.
• Participate in duty management responsibilities, ensuring safe, compliant and effective hotel operations at all times.
• Champion health, safety, security, data protection and brand standards across all guest-facing operations.

More about you...

• Previous management or senior supervisory experience in Guest Relations, Concierge or Front of House within a luxury hotel or comparable guest-service environment.
• A strong record of delivering personalised service, VIP recognition, complaint resolution and measurable improvements in guest satisfaction. Demonstrated ability to lead, coach and organise a diverse operational team across a seven-day service.
• Knowledge of luxury-brand standards, quality assurance and hotel loyalty programmes, preferably within an Accor environment.
• Competence using a hotel PMS such as Opera, guest-profile and feedback platforms, telephony systems and Microsoft Office applications.
• Excellent spoken and written English; additional languages are advantageous.
• Strong judgement, emotional intelligence and discretion, with the ability to remain calm and professional in sensitive or high-pressure situations.
• Excellent local and destination knowledge, or the ability to develop and maintain it quickly.
• Strong organisational, communication, influencing and problem-solving skills with close attention to detail.
• Commercial awareness and experience managing rotas, departmental costs, purchasing and service-recovery controls.
• Flexibility to work evenings, weekends and public holidays in line with the needs of a seven-day hotel operation

What’sin it for you…

Competitive salary

Butthere’smore...

• Free meals on duty.

• Discounted employee friends & family rates at Arora Hotels.

• Food and beverage discounts.

• Christmas gifts and employee parties.

• Introduce a friend scheme.

• Life assurance scheme.

• Employeeassistanceprogramme.

• Arora star employee recognition.

• Long service recognition award.

Grow with us...

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.

Compensation: Competitive salary