Guest Experience Executive
Job Description
Reporting to: Guest Experience Manager
Working with: Director of Marketing & Events
Resort Manager
Weddings Manager
Head Chef
F & B Management
Finance Department
Front Office & Golf Events Manager
Hours: Full Time
5/7 days per week
Weekend and Evening hours expected
Location: Resort - Castle & Clubhouse
Primary Purpose:As Guest Experience Executiveyou will be required to ensure guest satisfaction both pro-actively and reactively. To make visitors feel welcome and to ensure their satisfaction by exceeding their expectations at every opportunity. To work well with people, be able to handle stressful situations and maintain a positive attitude. To increase standing on TripAdvisor by encouraging satisfied guests to put a positive review on TripAdvisor. To follow up with dissatisfied guests compensation if necessary and with approval from the CEO, all of which must be confirmed in writing to the guest. Attention to detail, the ability to work as part of a team and flexibility are important qualities required of a member of our team at Luttrellstown Castle Resort.Key Responsibilities:Your main areas of responsibility will include but are not confined to:- Answer all incoming calls in a timely and professional manner
- Manage and control the Switchboard according to priority
- Reception & administrative duties
- Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
- Operate and maintain a computerised system (Guestline & HubSpot) for guest check in/out, responding, co-ordinating and tracking enquiries and feedback (Full training will be given).
- Meet prospective clients for show-arounds for the castle and Clubhouse- private and corporate functions at the Resort.
- Liaise with clients in relation to co-ordinating the intricate details of their events.
- Manage guests rooming list.
- Register and check guests in
- Maintain clear and accurate records of guest room bookings
- Compute all guest billings, accurately post charges to guest rooms and house accounts
- Close guest accounts and check guests out
- Cross checking all bedroom and public area standards and cleanliness before guest arrival and reporting back to the Managers on duty.
- Coordinate event suppliers on set up and removal of items.
- Working closely with the Executive Accommodation Manager.
- To serve all our guests in a friendly, efficient and professional manner.
- To deal with any customer complaints in a professional and efficient manner, ensuring guest satisfaction at all times.
- Manage lost property items.
- Report weekly to the Guest Experience Manager on all feedback pertaining to Guest satisfaction and Housekeeping standards.
- To attend weekly BEO meetings.
- Liaise and maintain a relationship with all departments to ensure the effective, efficient and smooth running of events.
- Assist with managing the company’s social media profiles and presence, including Facebook, Twitter, LinkedIn, Pinterest, Instagram and additional channels that may be deemed relevant.
- Coordinate the Festive decorations each year in the clubhouse and castle.
- Any other duties relevant to your skills that may be assigned to you by the Company.
- Adherence to Health & Safety Procedures and other Company Policies and Procedures is also required.
Requirements:- Excellent communication skills
- Proven experience in co-ordinating events
- Proficient if in Word, Excel and PowerPoint
- Excellent organizational skills
- Customer-service orientation
- A team player
Why choose Luttrellstown:- Competitive Salary
- Employee Recognition Awards
- Learning and Development
- Team appreciation events throughout the year
- Employee Discounts
- Complimentary Car Parking
- Meals while on duty
- Uniform provided and laundered
General:You are expected to carry out your duties in a diligent and professional manner with a friendly outgoing attitude. It is important that you work together with other members of the team to ensure that we operate a high standard of professional service and provide an enjoyable environment for members, customers and employees alike. Skills:
Guest Experience Manager
