GUEST RELATIONS MANAGER

In this role, you serve as a key representative of both the hotel and the brand, playing a vital part in creating a lasting first impression for our guests. With a warm and welcoming personality, you will genuinely enjoy meeting and assisting visitors from around the world. Your responsibilities will include providing information, acting as a diplomat, salesperson, hotel representative, and public relations agent-all while maintaining the highest standards of professionalism, efficiency, and friendliness.
You will oversee daily guest arrivals, ensuring reservations are honoured, special requests are fulfilled, and guest expectations are managed realistically. Staying well-informed about the Resorts products, services, and facilities-including room types and rates, dining options and promotions, as well as spa and health club offerings-is essential. Additionally, you will ensure that both you and the team adhere to all brand standards and Front Office Standard Operating Procedures. Your ultimate goal is to create a positive and memorable experience for every guest.

QUALITIES WE ARE LOOKING FOR:

College diploma in hotel management or related field
Previous experience in Front Office or Guest Services
Previous managerial or supervisory experience in a similar role is desirable
Impeccable appearance of personal grooming
Excellent interpersonal and communication skills
Proficiency in hotel property management software such as Opera/ Opera cloud
A passion for providing exceptional guest service
Excellent attention to detail and exceptional organisational skills
A proactive, approachable and positive attitude
Confident, professional and welcoming personality
If you are seeking a rewarding career that involves first rate training and education, mentoring and development, attractive compensation, and inspiring rewards and recognition, consider joining Fota Island Resort.

• To ensure all guest interactions are handled promptly and professionally with a strong focus on providing exceptional guest service
• Have a real passion for and knowledge of the resort offerings, enabling you to up sell and promote the dining outlets, Spa, Golf and Clubhouse
• Manage the guest feedback on relevant platforms such as TripAdvisor, Revinate and act on feedback to continuously improve guest satisfaction
• To collate all reviews and complaints from guests and report on same at senior management meetings
  Manages VIPS and return stays to ensure they are acknowledged on their return visit
  Maintain guest profiles, preferences and special requests to ensure personalised service
  Manage all guest relations on the ground and work closely with other departments to ensure customer service is at the required level
  Assist with guest arrivals, departures and check-ins ensuring a welcoming experience
  Follow up with dissatisfied guests
  Liaise with guests on their itineraries and provide support and local knowledge