Job description – Guest Relations Manager

Trump International Doonbeg is a coastal haven, hidden on a sheltered corner of the Wild Atlantic Way where world-class golf meets an intimate Spa, amazing food and access to the best activities, culture, heritage and one of the most picturesque settings Ireland has to offer for conferences, meeting, incentives and special events.

Recognised among the best championship Links Courses in the world and named best Golf Resort in Ireland by the Irish Golf Tour Operators Association. At the heart of the resort is the Irish Country house hotel with one of Irelands best Hotel Restaurants, the Ocean View Restaurant. And Ocean is a recurring theme, ever present with stunning views of the rolling waves and the rugged landscape stretching as far as the eye can see to the Cliffs of Moher.

Trump International Doonbeg is home to a proud and motivated workforce of over 300 staff during high season, offering a world class 5 Star Hotel workplace, with the beauty and balance of west Clare living.

Job Title:                          Guest Relations Manager (GRM)

Department:                    Front of House

Responsible To:               Rooms Division Manager

Main Purpose of Job:    As one of the first points of contact the GRM will ensure a pleasant and memorable stay from arrival to departure, meeting individual requests and requirements of visiting owners, members and guests to a five-star standard. It is important to understand that while this job description outlines many responsibilities, that there may be occasions when situations arise that will require GRM attention that are not be outlined in this document.

Liaises with:         All Hotel Departments

MAIN DUTIES

• The GRM must enthusiastically embrace all training, guidance and familiarisation with both the physical property, it’s various outlets and offering, systems and procedure, department roles and responsibilities upon commencement of employment to ensure an efficient and effective ‘settling in’ process.
• To ensure that all arrivals are checked on a daily basis, notably VIP special requests, (owners, members and hotel guests) communicating any notable requirements across the organsation either verbally or in writing.
• Leading from above, to ensure that the processes, procedures and high standards of hospitality from gate arrival, to check in, rooming and any amenities provided are to the highest standards.
• Be prepared to deliver an excellent guest, member and team member experience.
• Lead by example in terms of deportment, attitude, professional behaviour and uniform presentation.
• The GRM must ensure specified guests are met and welcomed to the resort either personally or (if not on duty) by another manager.
• Assist Front Desk Operations where necessary and be ‘a presence’ around the main hotel areas checking, interacting and monitoring guest satisfaction, outlet presentation and ambience overall.
• Develop, communicate and monitor all amenities to the suites and cottages for visiting guests.
• Establish and maintain effective internal communications including daily and weekly meetings to ensure optimum teamwork while fostering and developing effective associate relations throughout the resort
• Resolving complaints efficiently and effectively.
• A trouble-shooter who is prepared to deal with and resolve efficiently and effectively any guest related issues as they may arise.
• Monitor and assist with Medallia (guest on line survey system) and any other on-line reviews or feedback in conjunction with the General Managers Office.
• Participation in the running of any related IT systems that assist GRM role and the business in areas of responsibility. E.g., DM Book Pro.
• Participate and drive all company initiatives and promotion designed to grow sales (e.g., this position will be the Trump Card champion for Trump Doonbeg).

QUALIFYING CRITERIA

• The ideal candidate should have relevant experience in a luxury resort / hotel and would be a trail blazer for our owner, member and hotel guest experience and journey.
• Must be able to understand that Trump Doonbeg is not a hotel in the traditional sense and requires understanding and focus on those elements of property ownership, membership, physical and business structure that makes Trump Doonbeg unique.
• The ideal candidate must be articulate and have a strong guest and commercial focus in order to exceed Trump Doonbeg business, owner, and member and guest expectations.
• The ideal candidate will possess a professional approach and demonstrate outstanding communication and interpersonal skills. You must have excellent organisational skills and previous experience is also essential.
• Flexibility in this role is essential as the hours of work are on a shift basis including weekends, early & late shifts.
• A college / university degree graduate with a minimum of two years experiences in a similar role.
• Computer literate with working knowledge of hotel property management systems such as Opera and POS sales systems
• Have the ability to communicate English clearly, fluently and effectively in writing and reading.
• Previous experience and responsibility in identifying risk to the business and taking immediate action.
• Able to demonstrate excellent organisation, communication and planning skills.
• Passion for achieving success.
• Ability to take direction and being able to perform under pressure.
• Positive attitude, excellent deportment and presentation and lead by example.
• Good communication and interpersonal skills.
• Trump International Doonbeg Pillars of Success are Passion, Drive, and Enthusiasm which are key attributes to all candidates for this role.

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.

BENEFITS

• Regularly stocked canteen for meals, snacks and beverages while on duty.
• Discounts in our Spa, Hotel & Golf course.
• Discounted staff and 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 plus the opportunity to invite golf guests at a reduced rate.
• Use of fitness centre out of season.

Job description – Guest Relations Manager

Trump International Doonbeg is a coastal haven, hidden on a sheltered corner of the Wild Atlantic Way where world-class golf meets an intimate Spa, amazing food and access to the best activities, culture, heritage and one of the most picturesque settings Ireland has to offer for conferences, meeting, incentives and special events.

Recognised among the best championship Links Courses in the world and named best Golf Resort in Ireland by the Irish Golf Tour Operators Association. At the heart of the resort is the Irish Country house hotel with one of Irelands best Hotel Restaurants, the Ocean View Restaurant. And Ocean is a recurring theme, ever present with stunning views of the rolling waves and the rugged landscape stretching as far as the eye can see to the Cliffs of Moher.

Trump International Doonbeg is home to a proud and motivated workforce of over 300 staff during high season, offering a world class 5 Star Hotel workplace, with the beauty and balance of west Clare living.

Job Title:                          Guest Relations Manager (GRM)

Department:                    Front of House

Responsible To:               Rooms Division Manager

Main Purpose of Job:    As one of the first points of contact the GRM will ensure a pleasant and memorable stay from arrival to departure, meeting individual requests and requirements of visiting owners, members and guests to a five-star standard. It is important to understand that while this job description outlines many responsibilities, that there may be occasions when situations arise that will require GRM attention that are not be outlined in this document.

Liaises with:         All Hotel Departments

MAIN DUTIES

• The GRM must enthusiastically embrace all training, guidance and familiarisation with both the physical property, it’s various outlets and offering, systems and procedure, department roles and responsibilities upon commencement of employment to ensure an efficient and effective ‘settling in’ process.
• To ensure that all arrivals are checked on a daily basis, notably VIP special requests, (owners, members and hotel guests) communicating any notable requirements across the organsation either verbally or in writing.
• Leading from above, to ensure that the processes, procedures and high standards of hospitality from gate arrival, to check in, rooming and any amenities provided are to the highest standards.
• Be prepared to deliver an excellent guest, member and team member experience.
• Lead by example in terms of deportment, attitude, professional behaviour and uniform presentation.
• The GRM must ensure specified guests are met and welcomed to the resort either personally or (if not on duty) by another manager.
• Assist Front Desk Operations where necessary and be ‘a presence’ around the main hotel areas checking, interacting and monitoring guest satisfaction, outlet presentation and ambience overall.
• Develop, communicate and monitor all amenities to the suites and cottages for visiting guests.
• Establish and maintain effective internal communications including daily and weekly meetings to ensure optimum teamwork while fostering and developing effective associate relations throughout the resort
• Resolving complaints efficiently and effectively.
• A trouble-shooter who is prepared to deal with and resolve efficiently and effectively any guest related issues as they may arise.
• Monitor and assist with Medallia (guest on line survey system) and any other on-line reviews or feedback in conjunction with the General Managers Office.
• Participation in the running of any related IT systems that assist GRM role and the business in areas of responsibility. E.g., DM Book Pro.
• Participate and drive all company initiatives and promotion designed to grow sales (e.g., this position will be the Trump Card champion for Trump Doonbeg).

QUALIFYING CRITERIA

• The ideal candidate should have relevant experience in a luxury resort / hotel and would be a trail blazer for our owner, member and hotel guest experience and journey.
• Must be able to understand that Trump Doonbeg is not a hotel in the traditional sense and requires understanding and focus on those elements of property ownership, membership, physical and business structure that makes Trump Doonbeg unique.
• The ideal candidate must be articulate and have a strong guest and commercial focus in order to exceed Trump Doonbeg business, owner, and member and guest expectations.
• The ideal candidate will possess a professional approach and demonstrate outstanding communication and interpersonal skills. You must have excellent organisational skills and previous experience is also essential.
• Flexibility in this role is essential as the hours of work are on a shift basis including weekends, early & late shifts.
• A college / university degree graduate with a minimum of two years experiences in a similar role.
• Computer literate with working knowledge of hotel property management systems such as Opera and POS sales systems
• Have the ability to communicate English clearly, fluently and effectively in writing and reading.
• Previous experience and responsibility in identifying risk to the business and taking immediate action.
• Able to demonstrate excellent organisation, communication and planning skills.
• Passion for achieving success.
• Ability to take direction and being able to perform under pressure.
• Positive attitude, excellent deportment and presentation and lead by example.
• Good communication and interpersonal skills.
• Trump International Doonbeg Pillars of Success are Passion, Drive, and Enthusiasm which are key attributes to all candidates for this role.

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.

BENEFITS

• Regularly stocked canteen for meals, snacks and beverages while on duty.
• Discounts in our Spa, Hotel & Golf course.
• Discounted staff and 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 plus the opportunity to invite golf guests at a reduced rate.
• Use of fitness centre out of season.