Job description – Guest Services Manager
Trump International Doonbeg is a coastal haven, hidden on a sheltered corner of the Wild Atlantic Way where world-class golf meets an intimate Spa, amazing food and access to the best activities, culture, heritage and one of the most picturesque settings Ireland has to offer forconferences, meeting, incentives and special events.
Recognised among the best championship Links Courses in the world and named best Golf Resort in Ireland by the Irish Golf Tour Operators Association. At the heart of the resort is the Irish Country house hotel with one of Irelands best Hotel Restaurants, the Ocean View Restaurant. And Ocean is a recurring theme, ever present with stunning views of the rolling waves and the rugged landscape stretching as far as the eye can see to the Cliffs of Moher.
Trump International Doonbeg is home to a proud and motivated workforce of 305 people during high season, offering a world class 5 Star Hotel workplace, with the beauty and balance of west Clare living.
Job Title: Guest Services Manager
Department: Operations/Front of House
Responsible To: Front of House Manager
Main Purpose of Job: As one of the first points of contact helps to create a pleasant and
memorable stay for our guests including providing information on the resort, the amenities and
the locality.
Liaises with: All Hotel Departments
MAIN DUTIES
Carrying out Duty Management shifts when required
To plan the daily agenda that includes the duties that need to carried out by the front- end staff members and to train the guest staff members on the various facilities that are being rendered
To supervise the daily operation.
To anticipate and follow up promptly on the guests requirements and to make sure that all their concerns are being resolved
To make efforts to enhance the quality of services that are being provided and to ensure that the existing services are in compliance with the rules and regulations, and that all the safety and security procedures are being adhered to
To hire and train new staff members as per the requirement and to schedule the staff members to various shifts
To participate in the meetings and provide constructive feedback regarding the performance of guest services staff.
You will be supporting the Front of House Manager in delivering training programs for the Associates and making sure that they completely understand the significance of excellent customer service through departmental induction.
To ensure that all guests upon their arrival, tags luggage and provides guest identification slips.
Transfers luggage, while escorting guests to their rooms.
Ensure the efficient delivery and collection of group luggage.
Explains features of rooms and additional accommodation facilities.
Provides information about our property and amenities.
Exceeds guests; needs for the duration of their stay.
Delivers newspapers and other amenities to guestrooms as required.
Operates a parking valet service for guests as required.
Transfers departing guests luggage to their transportation.
Ensures guests and passengers leave safely in the event of an evacuation or emergency.
Provides assistance to concierge, front desk, accommodation, and restaurant staff as required.
Maintains a friendly, cheerful and courteous demeanor at all times.
Responds to customer issues, complaints, problems in a quick and efficient manner to maintain a high level of customer satisfaction and quality service.
Ensures safety standards are met by following guest check in and security procedures and reports suspicious activity to security, manager, or Manager on Duty.
Participates in training programmes as required.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which can include day, evening or weekend shifts.
Responsible for the teams inventory stock and ordering items.
Forecasting and planning of the team scheduling. Ensuring that payroll costs and being monitored and budgeting is maintained.
Prepares and executes training plans for all new team members.
Revises standards and updates SOPs accordingly.
To ensure that Trump Doonbeg’s vehicles are maintained at all times, such as but not limited to cleanliness of exterior and interior, servicing of the vehicles, petrol, diesel, electric fully charged.
To meet on a regular basis with the Front of House Manager to discuss the status of the team and projects.
To create and implement new concepts/standards.
Cost controls, such as; payroll and other departmental expenses.
Drives initiatives from local management and the Trump Organisation.
Ensures that standards and policies are being followed by the team.
OTHER DUTIES:
The above is not intended to be an exhaustive list and you will be expected to comply with any
reasonable requests or duties as directed by management.
QUALIFYING CRITERIA:
Previous hospitality or customer service experience an advantage.
Full, clean, driving licence is essential.
Positive and friendly attitude, cheerful and courteous demeanour.
Good organisational skills.
Reliable and adaptable team player.
Excellent communication skills.
Ability to work flexible hours.
Ability to remain calm whilst under pressure.
Comfortable transporting luggage and golf clubs.
BENEFITS:
Regularly stocked canteen for meals, snacks and beverages while on duty
Discounts in our Spa, Hotel and Golf course.
Discounted staff and friends and family rates available in other group properties in the
United States and the United Kingdom.
Free Car parking.
Regular staff appreciation initiatives.
Opportunities to develop and grow through assisted educational opportunities.
Sick Benefit scheme.
Personal locker where required.
Opportunity to learn and play golf out of hours plus the opportunity to invite golf guests at a reduced rate.
Use of fitness centre out of season.
