Guest Experience Manager

at  Cashel Palace

Job Description

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.

Additional Information

Please refer the Job description for details