Mount Juliet Estate - Marriott Autograph Collection, is a 5* Resort, set in 500 acres of rich and historic Irish countryside.
Whether it is the elegant grandeur of a magnificent Georgian Manor House or the chic sophistication of Hunter's Yard, our two residences draw on centuries of local Irish heritage to weave a rich tapestry of vibrant stories.
We are proudly certified as a Failte Ireland Outstanding Employer, and we warmly welcome you to add your own experience to Mount Juliet Estate's ever evolving story.Join us as our Guest Experience Manager and lead the delivery of remarkable, exceptional five-star service and genuine hospitality to all guests and clients, providing personalised, anticipatory experiences that consistently exceed expectations.
Central to this role is recognising and rewarding the loyalty of Marriott Bonvoy members while cultivating meaningful, lasting guest relationships.Department & Team LeadershipManage the At Your Service Guest Concierge department and coordinate the Estate Porter team, ensuring smooth daily operations and the highest standards of service.Coach, mentor, and inspire team members, fostering a culture of excellence, collaboration, and professional growth.Lead rostering, training, performance reviews, and career development for concierge and porter teams.Provide ongoing training on estate history, guest recognition, anticipatory service, and personalised hospitality, extending to front desk and sales teams where relevant.Act as Manager on Duty, demonstrating leadership, decision-making, and problem-solving in all situations.
Guest Experience & PersonalisationDeliver five-star, anticipatory service that exceeds guest expectations at every touchpoint.Recognise, reward, and tailor experiences for Marriott Bonvoy members and high-value guests to foster loyalty and repeat visits.Build and maintain a comprehensive guest database, sharing insights on repeat and noteworthy guests with the management team.Ensure guests are welcomed with warmth, attention to detail, valet service, luggage handling, escorted room orientation, and introductions to estate facilities.Conduct post-check-in follow-ups, estate tours, and personalised recommendations to enhance guest satisfaction and promote estate offerings.
Porter & Concierge CoordinationOversee and coordinate the activities of Estate Porters, ensuring seamless support for all guest arrivals, departures, and in-house needs.Ensure porters provide orientation and safety guidance to guests, deliver luggage efficiently, and maintain the highest standards of presentation and service.Monitor workload, efficiency, and service standards across both teams, proactively addressing gaps and implementing improvements.
Sales & Revenue SupportAct as an extension of the sales team, identifying opportunities to upsell estate facilities, events, and functions.Monitor VIP arrivals and guest preferences to support sales initiatives and optimize guest satisfaction.Encourage guest completion of surveys, analyse feedback, and implement improvements to strengthen loyalty and enhance service standards.
Operational ExcellenceMaintain departmental brand standards, cleanliness, and organisation, ensuring all areas, fixtures, and equipment meet luxury service expectations.Ensure administrative responsibilities are efficiently managed without compromising guest care.Monitor and update the Management log, reporting guest concerns, complaints, and resolutions to senior management.Uphold all statutory, legal, and hotel safety requirements to protect guests, colleagues, and property.
Guest Loyalty & Relationship BuildingEngage with guests proactively to understand preferences, providing thoughtful, personalised service that encourages repeat visits.Handle complaints professionally and promptly, demonstrating genuine care and turning challenges into opportunities for service recovery.Foster long-term guest relationships by delivering anticipatory and personalized experiences at every opportunity.Requirements :Experience in guest relations, concierge, or front-of-house management within a luxury hotel or 5-star resort; Marriott brand experience desirable.Proven ability to deliver remarkable, personalised, and anticipatory service that exceeds expectations.Skilled in recognising and rewarding guest loyalty, creating memorable experiences.Strong interpersonal, communication, and problem-solving skills with professionalism and discretion.Ability to manage and coordinate guest service operations while coaching and motivating team members.Highly organised, proactive, and adaptable in a dynamic environment.Proficient in hotel systems; flexible to work varied shifts, including weekends and holidays.Professional appearance and demeanor reflecting luxury service standards.Benefits Include:Competitive PayEmployee Assistance ProgramInternational Hotel discountsStaff MealsUniformTraining & Continuous Professional DevelopmentComplimentary Health Club AccessThis is an excellent opportunity for an experienced individual to progress their career within a 5* Luxury Estate with a supportive and ambitious employer.
We look forward to hearing from you
Mount Juliet Estate is an Equal Opportunity employer.