Guest Relations Manager Full Time NEW

Guest Relations Manager – Connacht

The Guest Relations Manager is responsible for delivering an exceptional guest experience by ensuring the highest standards of customer service throughout the guest journey. The Guest Relations Manager will oversee guest satisfaction initiatives, manage guest feedback, resolve concerns, and work collaboratively with all hotel departments to create memorable experiences that encourage repeat business and positive reviews.

Key Responsibilities

• The Guest Relations Manager will oversee all aspects of the guest experience, ensuring exceptional service from arrival through to departure.

• The Guest Relations Manager will warmly welcome VIP guests, returning guests, and special event attendees.

• The Guest Relations Manager will manage guest enquiries, requests, compliments, and complaints promptly and professionally.

• The Guest Relations Manager will work closely with the Front Office, Accommodation, Food & Beverage, Spa, and Maintenance teams to ensure seamless guest experiences.

• The Guest Relations Manager will proactively engage with guests throughout their stay to ensure satisfaction and identify opportunities for service improvement.

• The Guest Relations Manager will monitor guest feedback across online review platforms and internal surveys, implementing action plans where required.

• The Guest Relations Manager will maintain accurate guest profiles and preferences using the hotel’s Property Management System (PMS).

• The Guest Relations Manager will coordinate special guest requests, celebrations, VIP amenities, and personalised experiences.

• The Guest Relations Manager will assist with guest loyalty programmes and initiatives designed to encourage repeat business.

• The Guest Relations Manager will prepare guest satisfaction reports and monitor departmental key performance indicators (KPIs).

• The Guest Relations Manager will support the training and development of staff in customer service excellence.

• The Guest Relations Manager will ensure compliance with GDPR, Health & Safety legislation, and company policies.

• The Guest Relations Manager will liaise with tour operators, travel agents, and corporate clients where required.

• The Guest Relations Manager will promote hotel services and facilities to maximise guest engagement and revenue opportunities.

• The Guest Relations Manager will support senior management in implementing continuous service improvement initiatives.

Essential Requirements

• Previous experience as a Guest Relations Manager, Front Office Manager, Duty Manager, or similar customer-facing hospitality management role.

• Exceptional customer service and guest relations skills.

• Strong leadership and communication abilities.

• Excellent problem-solving and conflict-resolution skills.

• Experience using hotel Property Management Systems (PMS).

• Strong organisational and administrative skills.

• Professional presentation and interpersonal skills.

• Ability to work effectively in a fast-paced hospitality environment.

• Flexibility to work evenings, weekends, and public holidays.

• Full eligibility to work in Ireland.

Desirable Requirements

• Qualification in Hospitality Management, Tourism, Business, or a related discipline.

• Previous experience within a four or five-star hotel environment.

• Knowledge of guest satisfaction platforms and online reputation management.

• Additional language skills would be advantageous.

• Experience with guest loyalty programmes and CRM systems.

• First Aid certification would be beneficial.