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The 5* Glenlo Abbey Hotel & Estate, Galway (part of the MHL Hotel Collection), is currently recruiting for a Guest Relations Manager.
Glenlo Abbey Hotel and Estate is located on the banks of Lough Corrib on a 138-acre estate with the original 18th-century manor house dating back to the 1740s. The hotel comprises 73 bedrooms including 6 suites, 11 luxury self-catering lodges, the Corrib Room (catering for meetings, events, and weddings for up to 170 guests), River Room Restaurant, Palmers Bar and Kitchen, 2AA Rosette Pullman Restaurant (set aboard original Dining Carriages from the Orient Express), Glo Spa & Wellness, a 9-hole Christy O'Connor Jr-designed championship golf course, and a 21-bay driving range.
Main Purpose of the Job: Responsible for developing and maintaining acknowledgment of all top VIP guests visiting the property. Ensure all departments are aware of VIP needs prior to arrival to create unique, memorable, and personal experiences. Foster guest loyalty and satisfaction. Teach and energize the Guest Relations process throughout the hotel. Monitor quality assurance by gathering guest feedback and implementing strategies for improvement.
Your Responsibilities:
* Establish guest relations awareness programs for employees, focusing on Guest Preference Pads and ensuring each employee is part of the Guest Relations Team.
* Teach and energize guest relations processes, emphasizing personalized service.
* Maintain VIP treatment plans and ensure their respect across the hotel.
* Manage amenity programs.
* Organize VIP stays, amenities, and preferences, coordinating with departments.
* Meet repeat guests and build relationships with key guests.
* Manage guest feedback from all channels, identifying trends and sharing information internally.
* Drive upselling and revenue programs, ensuring training for new staff.
* Participate in the hotel's Quality Management team and process improvements.
* Set and achieve departmental goals aligned with hotel objectives.
* Identify training needs and ensure proper training is conducted.
* Conduct internal audits to maintain performance standards, addressing deficiencies as needed.
What We Offer:
* Competitive salary
* Meals in employee restaurant
* Uniform provision
* Employee discounts at MHL Hotels and SLH Worldwide
* Health & Wellness benefits
* Employee recognition awards
* Career progression opportunities
* Recommend a Friend scheme
* Travel and Bike to Work tax schemes
Skills: Customer focus, Attention to detail
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Management and Manufacturing
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