Guest Services Supervisor

Hospitaliti; Thomastown; On-site; EUR 30,000 - 38,000; Full time

Benefits offered by this job

Competitive Pay

International Hotel discounts

Staff Meal

Uniform Training & Continuous Profes­s

Complimentary Health Club Access

Job summary

Mount Juliet Estate, a Marriott Autograph Collection property, is seeking a Guest Services/Porter lead to deliver warm welcomes and seamless arrivals. You will coordinate luggage handling, transport, and liaise with Front Office, Housekeeping, and Maintenance to prioritise rooms for guests.

The role requires a full-time commitment, strong customer service skills, and a proactive, professional demeanour to uphold luxury brand standards.

Qualifications

• Full Irish Drivers License required.
• Available for Full-Time hours.
• Previous similar experience preferred.
• Good audio-visual and computer skills.
• Cash handling experience.
• Friendly outgoing personality and excellent customer service skills.

Responsibilities

• Deliver a warm, genuine and professional welcome to every guest.
• Ensure seamless arrival and departure experiences including luggage assistance, valet and estate transportation.
• Prepare the department for brand standard audits and maintain required documentation.
• Inspect porter stations, luggage storage, buggies and arrival areas to ensure high presentation standards.
• Coordinate with Front Of House, Housekeeping and Maintenance to prioritise rooms for arrivals and fulfill guest requests promptly.
• Anticipate guest needs and resolve requests promptly and professionally; handle feedback and complaints, escalating as needed.
• Promote Estate facilities, restaurants, spa, golf and activities to maximise guest satisfaction and revenue.
• Maintain in-depth knowledge of the Estate, local attractions and guest experiences.

Job description

Mount Juliet Estate is hiring through Hosco in Thomastown. Mount Juliet Estate, a Marriott Autograph Collection, is a 5* Resort, set in 500 acres of rich and historic Irish countryside. Whether it is the elegant grandeur of a magnificent Georgian Manor House or the chic sophistication of Hunter's Yard, our two residences draw on centuries of local Irish heritage to weave a rich tapestry of vibrant stories. We are proudly certified as a Failte Ireland Outstanding Employer, and we warmly welcome you to add your own experience to Mount Juliet Estate's ever evolving story.

Key Responsibilities

Guest Experience

• Deliver a warm, genuine and professional welcome to every guest.
• Ensure seamless arrival and departure experiences including luggage assistance, valet and estate transportation.
• Be responsible for ensuring the department is fully prepared for Marriott Brand Standard Audits, carrying out regular checks, maintaining documentation where required and ensuring the team remains compliant with all brand standards at all times.
• Conduct regular inspections of porter stations, luggage storage, buggies and arrival areas to ensure they are always presented to the highest standard.
• Work closely with Front Of House, Housekeeping and Maintenance to ensure rooms are prioritised for arrivals, and any guest requests are actioned promptly.
• Anticipate guest needs and resolve requests promptly and professionally.
• Handle guest feedback and complaints efficiently, escalating where appropriate.
• Promote all Estate facilities, restaurants, spa, golf and activities to maximize guest satisfaction and revenue opportunities.
• Maintain exceptional knowledge of the Estate, local attractions and guest experiences.

Team Leadership

• Supervise, motivate and support the Guest Porter team throughout each shift.
• Allocate daily duties and ensure appropriate staffing levels.
• Conduct daily briefings and communicate operational priorities.
• Train, coach and mentor new and existing team members.
• Monitor performance and provide regular feedback.
• Promote a positive team culture built on respect, accountability and continuous improvement.
• Assist with recruitment, onboarding and performance reviews.

Operational Responsibilities

• Ensure luggage handling is completed safely, efficiently and professionally.
• Oversee guest transportation throughout the Estate.
• Coordinate porter coverage for conferences, weddings and special events.
• Ensure meeting rooms are correctly set with required audio-visual equipment.
• Support Front Office operations during busy periods.
• Assist with valet parking where required.
• Maintain porter equipment, buggies and luggage storage areas to the highest standard.
• Ensure all public areas surrounding the Front Office remain clean, organized and welcoming.
• Monitor radio communication and ensure timely response to guest and departmental requests.

Minimum Requirements

• Full Irish Drivers License Required
• Available for Full-Time hours
• Previous similar experience
• Good audio-visual and computer skills
• Cash handing experience
• Ability to use own initiative
• Friendly outgoing personality and excellent customer service skills
• Flexible regarding working hours

Benefits Include

• Competitive Pay
• International Hotel discounts
• Staff Meal
• Uniform Training & Continuous Professional Development
• Complimentary Health Club Access

Why join our team?

Be part of an award-winning, certified Best in Hospitality, globally recognized luxury hotel.

Collaborate with a passionate and dynamic team dedicated to excellence.

Enjoy competitive compensation, benefits, and opportunities for professional growth.

Shape the future of an iconic brand while creating unforgettable guest experiences.

This is an excellent opportunity for an individual to progress their career in the luxury hotel industry with a supportive and ambitious employer.

Experience in the hospitality industry is preferred.