Guest Experience Manager en Thomastown (Irlanda)
2026-09-23
Irlanda - Thomastown, España
Descripción de la oferta
Proceso de selección continuo.FuncionesMount Juliet Estate Description of the position or company Mount Juliet Estate, part of the globally recognised Marriott Autograph Collection, is a five-star luxury resort set across 500 acres of rich and historic Irish countryside. From the elegant grandeur of our magnificent Georgian Manor to the distinctive charm of Hunter's Yard, our two unique residences draw on centuries of local Irish heritage to create a truly memorable guest experience. Proudly certified as a Fáilte Ireland Outstanding Employer, Mount Juliet Estate is home to a passionate team dedicated to exceptional hospitality, innovation and world-class service. We warmly welcome you to become part of Mount Juliet Estate's ever-evolving story. We are now seeking an exceptional Guest Experience Manager to join our Front Office team and play a key role in creating memorable experiences for our guests. Reporting to the Front Office leadership team, this is an exciting opportunity for an experienced hospitality professional with a genuine passion for luxury service, guest engagement and developing high-performing teams. The Guest Experience Manager will play a key role in overseeing the guest journey from arrival through to departure, ensuring every guest receives warm, personalised and exceptional service throughout their stay. This is an excellent opportunity to further your career within one of Ireland's leading luxury hospitality destinations and to become part of a team committed to delivering remarkable guest experiences. The Role As Guest Experience Manager, you will be a key member of the Front Office team, ensuring a seamless and personalised guest experience throughout every stage of the stay. You will be highly visible and guest-facing, building strong relationships with guests, anticipating their needs and ensuring that the service delivered consistently reflects the five-star standards of Mount Juliet Estate and Marriott Autograph Collection. Working closely with the Front of House Manager and wider Front Office team, you will support the daily operation of Front Office while taking particular ownership of guest engagement, personalisation and service recovery. This is a hands-on leadership role requiring strong operational knowledge, excellent communication skills and a genuine passion for creating memorable guest experiences. Functions of the position Key Responsibilities Guest Experience & Service Excellence · Take ownership of the guest experience from pre-arrival through to departure, ensuring a seamless and personalised journey. · Maintain a highly visible presence within the Front Office and guest areas, engaging proactively with guests throughout their stay. · Welcome and engage with guests in a warm, professional and authentic manner. · Build strong relationships with guests and recognise opportunities to personalise their experience. · Anticipate guest needs and proactively identify opportunities to create memorable moments. · Take ownership of guest feedback, concerns and service recovery, ensuring issues are handled promptly, professionally and with care. · Monitor guest satisfaction and identify opportunities to continuously improve the guest experience. · Ensure Front Office service standards and procedures are consistently maintained. · Champion attention to detail across all guest touchpoints. Front Office Operations · Support the Front Office Manager with the smooth and efficient operation of the Front Office department. · Lead and supervise the Front Office team during daily operations, providing direction, support and guidance. · Ensure efficient arrival and departure experiences for all guests. · Support the team in managing guest requests, enquiries and special requirements. · Ensure accurate and effective communication of guest information between Front Office, Housekeeping, Reservations and other relevant departments. · Assist with daily briefings, shift handovers and operational planning. · Ensure all Front Office procedures, standards and controls are followed consistently. · Support the effective use of the hotel's Property Management System, with Opera PMS experience desirable. · Ensure compliance with health and safety, data protection, security and company standards. Leadership & Team Development · Lead by example, demonstrating exceptional standards of hospitality and professionalism. · Coach, support and develop Front Office colleagues to deliver personalised and memorable guest experiences. · Support the induction and training of new team members. · Provide regular guidance and feedback to colleagues to support their development. · Create a positive, professional and collaborative working environment. · Empower colleagues to take ownership of guest requests and service recovery. · Recognise and celebrate colleagues who consistently deliver exceptional guest experiences. Guest Feedback & Continuous Improvement · Monitor guest feedback across relevant platforms and internal guest experience systems. · Identify recurring themes and work with the Front Office Manager to address opportunities for improvement. · Ensure guest feedback is communicated effectively to the team and translated into meaningful action. · Support the implementation of initiatives designed to enhance the guest journey. · Maintain accurate records of guest preferences, feedback and service recovery actions. · Look for opportunities to improve processes, communication and the overall guest experience. Brand & Standards · Champion Mount Juliet Estate's commitment to exceptional hospitality. · Ensure the Front Office experience reflects the unique character, heritage and personality of Mount Juliet Estate. · Deliver service in line with Marriott Autograph Collection standards while ensuring the guest experience remains authentic to Mount Juliet. · Support the team in creating distinctive and memorable guest moments. · Maintain consistently high standards of presentation, communication and service.RequisitosRequirements The Ideal Candidate · Previous supervisory or management experience within a high-quality hotel, luxury resort or Front Office environment. · A genuine passion for guest experience and luxury hospitality. · Strong Front Office operational knowledge and an understanding of the complete guest journey. · Opera PMS experience is desirable. · Excellent communication and interpersonal skills with the ability to build genuine relationships with guests and colleagues. · A warm, engaging and approachable personality. · Strong leadership skills with the ability to coach, motivate and develop a team. · Confident handling guest feedback and service recovery with professionalism and empathy. · Excellent attention to detail and a commitment to consistently high standards. · Highly organised with strong problem-solving and decision-making skills. · A proactive and hands-on approach to leadership. · Professional and confident when dealing with VIPs and high-profile guests. · Adaptable and resilient, with the ability to remain calm and professional in a busy luxury hotel environment. · A strong desire to develop their career within a five-star hospitality environment.Se ofreceWorking conditions and benefits Why Join Mount Juliet Estate? · Opportunity to work within one of Ireland's most celebrated five-star luxury resorts. · Be part of the globally recognised Marriott Autograph Collection network. · Play a key role in shaping the guest experience at a unique 500-acre estate. · Career progression and professional development opportunities. · Competitive salary and comprehensive benefits package. · Join an experienced, collaborative and passionate Front Office team. · Work within the beautiful Georgian Manor and Hunter's Yard. · Be part of a team committed to creating remarkable experiences for every guest. If you are passionate about luxury hospitality, exceptional service and creating experiences that guests remember long after they leave, we would love to hear from you.
Proceso de selección continuo.FuncionesMount Juliet Estate Description of the position or company Mount Juliet Estate, part of the globally recognised Marriott Autograph Collection, is a five-star luxury resort set across 500 acres of rich and historic Irish countryside. From the elegant grandeur of our magnificent Georgian Manor to the distinctive charm of Hunter's Yard, our two unique residences draw on centuries of local Irish heritage to create a truly memorable guest experience. Proudly certified as a Fáilte Ireland Outstanding Employer, Mount Juliet Estate is home to a passionate team dedicated to exceptional hospitality, innovation and world-class service. We warmly welcome you to become part of Mount Juliet Estate's ever-evolving story. We are now seeking an exceptional Guest Experience Manager to join our Front Office team and play a key role in creating memorable experiences for our guests. Reporting to the Front Office leadership team, this is an exciting opportunity for an experienced hospitality professional with a genuine passion for luxury service, guest engagement and developing high-performing teams. The Guest Experience Manager will play a key role in overseeing the guest journey from arrival through to departure, ensuring every guest receives warm, personalised and exceptional service throughout their stay. This is an excellent opportunity to further your career within one of Ireland's leading luxury hospitality destinations and to become part of a team committed to delivering remarkable guest experiences. The Role As Guest Experience Manager, you will be a key member of the Front Office team, ensuring a seamless and personalised guest experience throughout every stage of the stay. You will be highly visible and guest-facing, building strong relationships with guests, anticipating their needs and ensuring that the service delivered consistently reflects the five-star standards of Mount Juliet Estate and Marriott Autograph Collection. Working closely with the Front of House Manager and wider Front Office team, you will support the daily operation of Front Office while taking particular ownership of guest engagement, personalisation and service recovery. This is a hands-on leadership role requiring strong operational knowledge, excellent communication skills and a genuine passion for creating memorable guest experiences. Functions of the position Key Responsibilities Guest Experience & Service Excellence · Take ownership of the guest experience from pre-arrival through to departure, ensuring a seamless and personalised journey. · Maintain a highly visible presence within the Front Office and guest areas, engaging proactively with guests throughout their stay. · Welcome and engage with guests in a warm, professional and authentic manner. · Build strong relationships with guests and recognise opportunities to personalise their experience. · Anticipate guest needs and proactively identify opportunities to create memorable moments. · Take ownership of guest feedback, concerns and service recovery, ensuring issues are handled promptly, professionally and with care. · Monitor guest satisfaction and identify opportunities to continuously improve the guest experience. · Ensure Front Office service standards and procedures are consistently maintained. · Champion attention to detail across all guest touchpoints. Front Office Operations · Support the Front Office Manager with the smooth and efficient operation of the Front Office department. · Lead and supervise the Front Office team during daily operations, providing direction, support and guidance. · Ensure efficient arrival and departure experiences for all guests. · Support the team in managing guest requests, enquiries and special requirements. · Ensure accurate and effective communication of guest information between Front Office, Housekeeping, Reservations and other relevant departments. · Assist with daily briefings, shift handovers and operational planning. · Ensure all Front Office procedures, standards and controls are followed consistently. · Support the effective use of the hotel's Property Management System, with Opera PMS experience desirable. · Ensure compliance with health and safety, data protection, security and company standards. Leadership & Team Development · Lead by example, demonstrating exceptional standards of hospitality and professionalism. · Coach, support and develop Front Office colleagues to deliver personalised and memorable guest experiences. · Support the induction and training of new team members. · Provide regular guidance and feedback to colleagues to support their development. · Create a positive, professional and collaborative working environment. · Empower colleagues to take ownership of guest requests and service recovery. · Recognise and celebrate colleagues who consistently deliver exceptional guest experiences. Guest Feedback & Continuous Improvement · Monitor guest feedback across relevant platforms and internal guest experience systems. · Identify recurring themes and work with the Front Office Manager to address opportunities for improvement. · Ensure guest feedback is communicated effectively to the team and translated into meaningful action. · Support the implementation of initiatives designed to enhance the guest journey. · Maintain accurate records of guest preferences, feedback and service recovery actions. · Look for opportunities to improve processes, communication and the overall guest experience. Brand & Standards · Champion Mount Juliet Estate's commitment to exceptional hospitality. · Ensure the Front Office experience reflects the unique character, heritage and personality of Mount Juliet Estate. · Deliver service in line with Marriott Autograph Collection standards while ensuring the guest experience remains authentic to Mount Juliet. · Support the team in creating distinctive and memorable guest moments. · Maintain consistently high standards of presentation, communication and service.RequisitosRequirements The Ideal Candidate · Previous supervisory or management experience within a high-quality hotel, luxury resort or Front Office environment. · A genuine passion for guest experience and luxury hospitality. · Strong Front Office operational knowledge and an understanding of the complete guest journey. · Opera PMS experience is desirable. · Excellent communication and interpersonal skills with the ability to build genuine relationships with guests and colleagues. · A warm, engaging and approachable personality. · Strong leadership skills with the ability to coach, motivate and develop a team. · Confident handling guest feedback and service recovery with professionalism and empathy. · Excellent attention to detail and a commitment to consistently high standards. · Highly organised with strong problem-solving and decision-making skills. · A proactive and hands-on approach to leadership. · Professional and confident when dealing with VIPs and high-profile guests. · Adaptable and resilient, with the ability to remain calm and professional in a busy luxury hotel environment. · A strong desire to develop their career within a five-star hospitality environment.Se ofreceWorking conditions and benefits Why Join Mount Juliet Estate? · Opportunity to work within one of Ireland's most celebrated five-star luxury resorts. · Be part of the globally recognised Marriott Autograph Collection network. · Play a key role in shaping the guest experience at a unique 500-acre estate. · Career progression and professional development opportunities. · Competitive salary and comprehensive benefits package. · Join an experienced, collaborative and passionate Front Office team. · Work within the beautiful Georgian Manor and Hunter's Yard. · Be part of a team committed to creating remarkable experiences for every guest. If you are passionate about luxury hospitality, exceptional service and creating experiences that guests remember long after they leave, we would love to hear from you.