Job Description – Guest Services Manager
Trump International Doonbeg is a world‑class resort located on a sheltered corner of the Wild Atlantic Way, offering world‑class golf, spa, dining and conference facilities.
Job Title
Guest Services Manager
Department
Operations/Front of House
Reports To
Front of House Manager
Position Overview
As one of the first points of contact, the Guest Services Manager helps to create a pleasant and memorable stay for our guests, including providing information on the resort, amenities, and the locality.
Responsibilities
Arrive to work on time, appropriately groomed and in the correct uniform.
Carry out Duty Management shifts when required.
Plan the daily agenda that includes the duties that need to be carried out by the front‑end staff members and train the guest staff members on the various facilities that are being rendered.
Supervise the daily operation.
Anticipate and follow up promptly on guest requirements and ensure all concerns are resolved.
Make efforts to enhance the quality of services and ensure existing services comply with rules, regulations, and safety and security procedures.
Hire and train new staff members as required and schedule staff to various shifts.
Participate in meetings and provide constructive feedback regarding the performance of guest services staff.
Support the Front of House Manager in delivering training programs for Associates and ensure they understand the significance of excellent customer service through departmental induction.
Ensure all guests upon arrival are tagged luggage and provided with guest identification slips.
Transfer luggage while escorting guests to their rooms.
Ensure efficient delivery and collection of group luggage.
Explain features of rooms and additional accommodation facilities.
Provide information about the property and amenities.
Exceed guests’ needs for the duration of their stay.
Deliver newspapers and other amenities to guestrooms as required.
Operate a parking valet service for guests as required.
Transfer departing guests’ luggage to their transportation.
Ensure guests and passengers leave safely in the event of an evacuation or emergency.
Provide assistance to concierge, front desk, accommodation, and restaurant staff as required.
Maintain a friendly, cheerful, and courteous demeanor at all times.
Respond to customer issues, complaints, problems quickly and efficiently to maintain a high level of customer satisfaction and quality service.
Ensure safety standards are met by following guest check‑in and security procedures and report suspicious activity to security, manager, or Manager on Duty.
Participate in training programmes as required.
Work varying schedules to reflect the business needs of the hotel, including day, evening, or weekend shifts.
Manage the team’s inventory stock and order items.
Forecast and plan team scheduling while ensuring payroll costs are monitored and budgeting is maintained.
Prepare and execute training plans for all new team members.
Revise standards and update SOPs accordingly.
Ensure Trump Doonbeg’s vehicles are maintained at all times, including cleanliness of exterior and interior, servicing, petrol, diesel, or electric charging.
Meet regularly with the Front of House Manager to discuss the status of the team and projects.
Create and implement new concepts and standards.
Control costs, such as payroll and other departmental expenses.
Drive initiatives from local management and the Trump Organisation.
Ensure 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.
Qualifications
Previous hospitality or customer service experience is an advantage.
Full, clean driving licence is essential.
Positive and friendly attitude, cheerful and courteous demeanor.
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 the Spa, Hotel and Golf course.
Discounted staff, 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 and to invite golf guests at a reduced rate.
Use of fitness centre out of season.
Compensation
Competitive salary
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