Guest Relations Manager - Anantara the Marker Dublin Hotel

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

Anantara The Marker Dublin Hotel is a sleek, contemporary landmark inspired by the elements and overlooking the waterfront of Grand Canal Square. This luxury hotel in Dublin is in an ideal position for exploring the city’s main tourist attractions and its main business and financial district. It is conveniently close to the IFSC and the Convention Centre Dublin.

Part of the regenerated Docklands that exemplify the city’s cosmopolitan future, the hotel is ideal for both business and leisure guests. The area is home to tech and finance giants, chic restaurants and world-class theatres.

Job Description

In this role you are a key ambassador for the hotel and the brand, and will work to create one of the most powerful first impressions for our guests. You will have a friendly and outgoing personality, and a genuine interest in meeting and taking care of guests from all over the world. You will be an information provider, diplomat, salesperson, hotel representative, and public relations agent, all of which needs to be portrayed with utmost politeness, efficiency, and friendliness. Additionally, you will monitor daily guest arrivals, ensuring all reservations are honoured, requests are carried out and realistic expectations are met. You must remain up-to-date with current knowledge about all the hotel products, services and facilities including room types and rates, food and beverage outlets and promotions, spa and health club offerings. You will ensure that you and the team are fully compliant with all brand standards and Front Office Standard Operating Procedures. You will ensure that all guests are enjoying a positive and memorable experience.

Anantara The Marker Dublin Hotel is a Leading Hotel of the World and it is imperative that the candidate has the ability to deliver a high level of service in a confident and professional manner.

Must also currently have the right to work Full time in Ireland / EU.

Specific Duties

• To drive quality for the hotel
• To carry out two audits per shift to ensure LHQA is achieved by all team members.
• To complete a full handover is completed at the start and end of each shift and the Guest Relations Handover report is completed.
• To ensure that departmental Managers have acted upon guest feedback in a timely manner ensuring the relevant people are informed and that all necessary action is taken to prevent re occurrences.
• Communicate all VIP arrivals, VIP’s in house to all departments to ensure that they receive the highest level of service. Ensure that these guests are personally greeted on arrival and where possible escorted to their rooms.
• Inspect the VIP rooms to ensure the rooms are prepared to Brand/LQA standards and amenities are placed appropriately in the rooms.
• To prepare VIP amenities and welcome cards and organise to be placed in the rooms via In Room Dining.
• To cover MOD shifts when needed.
• To answer all guest feedback/surveys and responses in timely manner within 24 hours.
• To act immediately on in stay surveys and respond to guests.
• To deal with and follow on guest complaints and issues and prevent them for future.
• Manage all VIP requests.
• To regularly follow and update MOD gameplan.

Management responsibilities

• To ensure the hotel achieves the Leading Hotels of the World Quality Assurance targets and that the highest standards of luxury and quality are delivered consistently to our guests;
• To deliver excellent care to our guests;
• To ensure that the ambience in departments (lights, music and temperature) are controlled;
• To report defective materials and equipment to the appropriate departments;
• Ensure that all new initiatives are implemented in the agreed time frame;
• To ensure a consistently high level of security is well maintained throughout the Hotel;
• To ensure guest feedback is acted upon promptly ensuring the relevant people are informed and that all necessary action is taken to prevent
  reoccurrences;
• To accept a flexible work schedule necessary for uninterrupted service to Hotel guests and to maintain flexibility within teams;
• To provide support where necessary in other areas of the Hotel; Drives business results through revenue growth and cost savings efficiency.