cashel
Cashel Palace
Cashel Palace

Guest Experience Manager

CashelContrato de trabajo indefinido
Compartir

Detalles de una oferta


Position Overview:

As the Guest Experience Manager at The Cashel Palace Hotel, your primary responsibility is to ensure that each guest enjoys a memorable and personalized experience throughout their stay. This role is guest-facing and highly visible within the hotel, ensuring a seamless journey from pre-arrival to post-departure. You will act as a liaison between guests and all hotel departments, ensuring that special requests, preferences, and any issues are handled with efficiency and care. You will also manage post-stay feedback and play a vital role in maintaining high guest satisfaction scores.

 Key Responsibilities:

Guest Interaction & Service:

  • Welcome guests in the lobby, assist with check-in and check-out, and be present during key guest interaction times (e.g., breakfast, lunch).
  • Handle all guest requests, from simple inquiries to complex special arrangements (e.g., proposals, personalized amenities, celebrations).
  • Anticipate guest needs through proactive service, utilizing a guest preference form you will create and manage. This will include pre-arrival communications with guests, where appropriate.

 Cross-Department Coordination:

  • Coordinate with Housekeeping, Maintenance, Food & Beverage, Spa, and other departments to ensure that guest requests are fulfilled to the highest standard.
  • Quickly address and resolve any guest issues, such as maintenance concerns, room changes, or special dietary requirements.
  • Serve as the central point of communication for all guest-related matters, ensuring that information flows smoothly across the hotel.

 

Training & Development:

  • Support the training and development of front-facing staff to ensure they understand the importance of guest experience and are equipped to handle special requests and challenges.
  • Lead by example in delivering exceptional service, mentoring team members in guest engagement and problem resolution.

 Relevant Knowledge:

  • Experience in a similar role, preferably within a luxury or high-end hospitality setting.
  • Technology Skills: Proficiency in Hotsoft, Revinate, and other guest management platforms.
  • Communication: Exceptional verbal and written communication skills, with the ability to engage with guests and internal teams effectively.
  • Problem-Solving: Strong problem-solving skills, with the ability to think on your feet and make decisions that enhance guest satisfaction.
  • Interpersonal Skills: Warm, approachable, and genuine, with a passion for creating memorable guest experiences.

 Key Performance Indicators (KPIs):

  • Guest Satisfaction Scores: Maintain or improve the hotel’s ratings on platforms like TripAdvisor.
  • Post-Stay Feedback: Timely and professional responses to guest feedback with an emphasis on service recovery.
  • Internal Communication: Effective coordination across all departments, as evidenced by smooth handling of special requests and issue resolution.


Great employee benefits as part of the overall package. 

  • Bike to work scheme
  • Company events
  • Employee assistance program
  • Employee discount
  • Food allowance
  • Sick pay
  • Wellness program
  • On-Site Carpark