Job Title
We are currently looking for a dynamic and dedicated Guest Experience Expert to join our Front of House Team.
Ashford Castle is a true icon of Irish heritage and a proud member of the Red Carnation Hotel Collection. Beyond its grand stone gates lies an unforgettable experience.
This 800-year-old castle offers award-winning luxury, exceptional dining, a world-class spa, and a passionate team dedicated to creating unforgettable moments.
The successful candidate will be responsible for:
* Greet guests warmly, using their names to create a positive first impression and ensure they feel welcome.
* Adhere to Forbes 5-star and Red Carnation Hotel Standards.
* Ensure timely availability of agreed-upon services and products for guests.
* Be familiar with the VIP list and daily amenities for a seamless guest experience, following standard operating procedures (SOPs).
* Create personalised plans for guests upon request.
* Communicate special service requests for VIP guests before, during, and after their stay.
* Enhance the experience for junior guests and introduce a 'WOW' factor through proactive care.
* Collaborate with management to design a 'Personal Guest Plan' that reflects Ashford Castle/RCH standards.
* Continuously identify improvements to service standards with Senior Management approval.
* Complete a thorough handover before shifts end for consistent communication.
* Communicate VIP guest personal plans across all departments.
* Maintain thorough knowledge of the castle and its offerings.
Requirements
The ideal candidate should:
* Be self-motivated and standards-driven, with the ability to thrive in a fast-paced environment.
* Be a fluent English speaker who maintains high personal standards and embraces the challenges of working in Ireland's most luxurious hotel.
* Have excellent communication and interpersonal skills.
* Display strong organizational abilities with a talent for prioritising tasks effectively.
* Have a commitment to delivering quality customer service.
* Be a people-oriented individual with the drive and potential to grow within our dynamic, service-driven environment.
* Be a collaborative team player who actively participates in team projects.
* Be flexible, willing to work within the Rooms Division department when needed, including front-of-house and estate duties.
* Capable of handling high-pressure situations and busy periods with composure.
* Knowledgeable about Forbes 5-star standards.
* Using innovative, adaptable, and flexible in approach.
* Legally eligible to work in Ireland.
Benefits
We offer:
* Professional, award-winning training and development opportunities.
* Discounted accommodation rates with Red Carnation Hotel Collection.
* Annual Staff Appreciation Party and other Employee Recognition Events.
* Discounted rates with many local businesses and third-party service providers.
* Heavily subsidised accommodation (subject to availability).
* Free meals on duty.
* Complimentary dry cleaning of business attire.
* Recommend friend and family bonus scheme.
* Two paid volunteering days each year.
* Holiday allowance increasing with length of service up to 25 days.
* Hotel-based recognition incentives.
* Free access to Employee Assistance Programme.