As Guest Experience Executive you 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 companys 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
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