Guest Experience Manager
St. Helen's Hotel, Dublin
The Opportunity
We're excited to announce an opportunity to join the St. Helen's team as Guest Experience Manager.
At St. Helen's, five-star hospitality is built on a real welcome, consistent standards, and a thoughtful approach to every guest stay. We are now looking for a Guest Experience Manager to lead that feeling across the hotel, someone who brings polish, pace, and genuine care to every arrival, every request, and every goodbye.
The Role
The Guest Experience Manager is a pivotal leadership role at St. Helen's Hotel, Dublin. This position exists to protect, elevate, and humanise the guest experience at every stage of the journey.
You are the standard-bearer for how our guests are welcomed, known, and remembered. Through your presence, judgement, and leadership, luxury is never performative…it is calm, intuitive, and deeply personal.
This role requires someone who understands that the highest level of hospitality is not visible effort, but effortlessness, created through preparation, discipline, and genuine care.
What You Will Do
Lead the Experience
* Set the tone for Guest Experience across the hotel through visible, engaged leadership.
* Build, coach, and inspire a team who understand that service is felt, not scripted.
* Work in close partnership with Heads of Department to ensure a seamless, consistent guest journey across all touchpoints.
Be Present Where It Matters
* Maintain a strong and natural presence in the lobby, at breakfast, and during key arrival and departure periods.
* Personally welcome VIPs, returning guests, and those requiring particular care.
* Ensure guests who have experienced challenges are met with empathy, ownership, and thoughtful follow-up, including on and post departure.
Own Pre-Arrival & Personalisation
* Take full ownership of the pre-arrival experience, ensuring each guest arrives feeling expected and understood.
* Review arrivals daily, anticipating preferences and coordinating delivery with all departments.
* Personally verify VIP and repeat guest rooms to ensure readiness and attention to detail.
Communicate with Precision
* Produce a concise Daily Guest Experience Report that keeps all departments aligned, informed, and focused.
* Act as a connector across Front Office, Housekeeping and Food & Beverage teams.
Resolve with Grace
* Handle guest concerns discreetly, confidently, and decisively.
* Ensure issues are resolved fully, recorded accurately, and followed through with care.
Shape What Comes Next
* Monitor guest feedback and identify meaningful opportunities for improvement.
* Introduce considered service enhancements and curated guest experiences that reflect the spirit of St. Helen's.
Protect the Standard
* Ensure service standards are consistently understood and intuitively delivered across the hotel.
* Support training and development within Guest Experience and Front Office, focusing on judgement, anticipation, and emotional intelligence.
* Play a central role in safeguarding the level of excellence St. Helen's is known for.
Who You Are
* Calm, assured, and naturally warm.
* An experienced leader within luxury hospitality (Guest Experience, Guest Relations, Front Office, or similar).
* Highly observant, emotionally intelligent, and comfortable making decisions in real time.
* Present, hands-on, and visible…you lead from the floor.
* Proud of standards, but never rigid; precise, but never cold.
Our Values
We believe in FINER Hospitality:
FAMILY
– Our Family Tree is the Foundation of Our Success
INSPIRATION
– Grow Together
NURTURE
– Embracing and nurturing our social responsibilities, with genuine people creating genuine hospitality
EXCELLENCE
– Attention to detail as a signature; genuine hospitality delivered by genuine people
RESPECT
– Collectively we are diverse and inclusive
These values are not statements on a wall. They are
expectations lived daily.
Final Note
This role is not about managing moments.
It is about
setting a benchmark
— quietly, consistently, and with heart.
Apply via LinkedIn or email your CV in confidence to
Subject line: "Guest Experience Manager Application – St. Helen's Hotel"