Guest Relations Executive
As a Guest Relations Executiveyou will lead the smooth running of daily hotel operations while ensuring an exceptional guest experience in line with 5‑star standards. You will act as the primary point of contact for guest issues, VIP arrivals and lobby experience management, ensuring that all guests receive a warm, seamless and personalised Fitzwilliam stay.
You will support and guide teams across the hotel, uphold operational excellence, respond promptly to guest feedback and represent senior management during your shift as a Duty Manager.
About The Role
Guest Relations \& VIP Management
- Personally welcome, greet, and engage with guests throughout their stay, ensuring all queries and needs are addressed promptly and professionally.
- Oversee all VIP arrivals: review profiles, ensure amenities are prepared, room inspections completed and personal preferences met.
- Proactively contact select VIP guests before and during their stay to deepen guest relationships and ensure personalised service.
- Monitor and respond to guest feedback across channels; follow up on compliments, issues and complaints to ensure full resolution.
- Ensure the lobby is immaculately presented at all times and that all guests are warmly welcomed, assisted and comfortably seated when required.
- Liaise continuously with Reception, Concierge, Reservations and Sales to ensure guest expectations are anticipated and exceeded.
- Manage and coordinate the hotel's day‑to‑day operations during the shift, ensuring service excellence across all departments.
- Act as the senior decision\-maker in the absence of senior management, exercising sound judgement in the best interest of the guest experience and the hotel.
- Motivate, support and guide team members to deliver exceptional service and to maintain 5‑star standards in every interaction.
- Maintain effective communication by completing handovers, Duty Manager logs, updating Opera profiles and communicating relevant information to all departments.
- Uphold the presentation, behaviour and professional standards of all team members.
- Encourage a strong guest‑centric culture by role‑modelling exceptional service behaviours.
- Monitor service levels and recommend improvements to enhance guest satisfaction and operational efficiency.
- Support the hotel’s guest experience and brand standards programs.
- Assist colleagues in related tasks and support departments as operational needs arise.
- Conduct fire and safety walks; ensure all hazards are identified, reported and resolved as quickly as possible.
- Maintain comprehensive knowledge of the hotel’s emergency procedures, including fire and evacuation processes.
- Ensure compliance with hotel policies, local regulations and health and safety standards.
- Protect guest privacy, security and key control procedures at all times.
- Maintain in‑depth, up‑to‑date knowledge of Dublin, including restaurants, cultural sites, events, transport and local services.
- Provide insightful, personalised recommendations to enhance the guest experience.
- Must have previous supervisory experience in a luxury hotel environment. This is an essential requirement for the role.
- Preferably a background in Front Office or Guest Relations
- Strong leadership and communication skills
- Excellent problem‑solving ability and sound judgement
- High emotional intelligence and genuine passion for hospitality
- Ability to remain calm under pressure
- Flexibility to work a variety of shifts, including nights, weekends, and holidays
- Knowledge of Opera PMS (or similar) preferred
- Impeccable grooming and professional presentation
- Fluency in written and spoken English; additional languages are an advantage
Skills Needed
Hospitality, Exceptional Customer Service Skills, Supervisory Skills
About The Company
The Fitzwilliam Hospitality Group operates a collection of premium hospitality venues in the heart of Dublin City. Our portfolio includes a five\-star hotel, a Michelin\-starred restaurant, a boutique townhouse, an Asian\-influenced dining destination, a wine bar and a modern gastro pub.
Company Culture
At the Fitzwilliam Hospitality Group, our culture is built on excellence, warmth, and genuine hospitality. We pride ourselves on creating a welcoming environment for both guests and employees, where individuality is celebrated and service is delivered with personality and care. Teamwork, respect, and continuous improvement are at the heart of everything we do. We believe in nurturing talent, encouraging innovation and empowering our people to grow within a supportive and inclusive workplace. Our team shares a passion for delivering exceptional experiences and upholding the high standards that define the Fitzwilliam brand.
Company Benefits
At the Fitzwilliam Hospitality Group, we offer a competitive and rewarding benefits package designed to support our team both personally and professionally. Benefits include discounted stays \& dining experiences across the group, meals while on duty, uniform provision and access to wellness initiatives. We also provide opportunities for career development through ongoing training and internal progression. Our team enjoys a positive work\-life balance, recognition for achievements, and a supportive, inclusive environment where contributions are truly valued.
Vacation, Paid time off, Flexible schedule, Employee development programs, Tuition reimbursement, Cycle to work, Referral bonus, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Free meals during shifts, Free parking or Discounted parking , Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Employee of the Month, Employee Recognition Scheme, Annual performance review, Culture of recognition, Progression opportunities, Access to Health \& Wellbeing app, Bereavement leave, Long service awards, Staff celebration events, Company employee App
Salary
Not disclosed
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