Guest Relations Executive/Duty ManagerAs a Guest Relations Executive/Duty Manager, you will lead the smooth running of daily hotel operations while ensuring an exceptional guest experience in line with 5-star standards. You will act as the primary point of contact for guest issues, VIP arrivals and lobby experience management, ensuring that all guests receive a warm, seamless and personalised Fitzwilliam stay.You will support and guide teams across the hotel, uphold operational excellence, respond promptly to guest feedback and represent senior management during your shift.About the roleGuest Relations & VIP Management· Personally welcome, greet, and engage with guests throughout their stay, ensuring all queries and needs are addressed promptly and professionally.· Oversee all VIP arrivals: review profiles, ensure amenities are prepared, room inspections completed and personal preferences met.· Proactively contact select VIP guests before and during their stay to deepen guest relationships and ensure personalised service.· Monitor and respond to guest feedback across channels; follow up on compliments, issues and complaints to ensure full resolution.· Ensure the lobby is immaculately presented at all times and that all guests are warmly welcomed, assisted and comfortably seated when required.· Liaise continuously with Reception, Concierge, Reservations and Sales to ensure guest expectations are anticipated and exceeded.Operational Leadership· Manage and coordinate the hotel's day-to-day operations during the shift, ensuring service excellence across all departments.· Act as the senior decision-maker in the absence of senior management, exercising sound judgement in the best interest of the guest experience and the hotel.· Motivate, support and guide team members to deliver exceptional service and to maintain 5-star standards in every interaction.· Maintain effective communication by completing handovers, Duty Manager logs, updating Opera profiles and communicating relevant information to all departments.· Uphold the presentation, behaviour and professional standards of all team members.Service Quality & Continuous Improvement· Encourage a strong guest-centric culture by role-modelling exceptional service behaviours.· Monitor service levels and recommend improvements to enhance guest satisfaction and operational efficiency.· Support the hotel's guest experience and brand standards programs.· Assist colleagues in related tasks and support departments as operational needs arise.Health, Safety & Compliance· Conduct fire and safety walks; ensure all hazards are identified, reported and resolved as quickly as possible.· Maintain comprehensive knowledge of the hotel's emergency procedures, including fire and evacuation processes.· Ensure compliance with hotel policies, local regulations and health and safety standards.· Protect guest privacy, security and key control procedures at all times.Local Knowledge & Guest Assistance· Maintain in-depth, up-to-date knowledge of Dublin, including restaurants, cultural sites, events, transport and local services.· Provide insightful, personalised recommendations to enhance the guest experience.The ideal person:· Previous supervisory experience in a luxury hotel environment is essential· Preferably a background in Front Office or Guest Relations· Strong leadership and communication skills· Excellent problem-solving ability and sound judgement· High emotional intelligence and genuine passion for hospitality· Ability to remain calm under pressure· Flexibility to work a variety of shifts, including nights, weekends, and holidays· Knowledge of Opera PMS (or similar) preferred· Impeccable grooming and professional presentation· Fluency in written and spoken English; additional languages are an advantageAbout the companyThe Fitzwilliam Hospitality Group operates a collection of premium hospitality venues in the heart of Dublin City. Our portfolio includes a five-star hotel, a Michelin-starred restaurant, a boutique townhouse, an Asian-influenced dining destination, a wine bar and a modern gastro pub.We believe exceptional experiences start with exceptional people. We are passionate about creating welcoming spaces, memorable moments, and outstanding service-and we're always looking for individuals who share that vision. Whether you're beginning your career or bringing years of expertise, we offer opportunities to grow, thrive, and make a real impact in Dublin's most distinctive hospitality venues.Required CriteriaDesired CriteriaSkills you'll need