Guest Experience Assistant

Newmarket on Fergus, Co Clare
Permanent
Full-time

29 days ago

Dromoland Castle Resort, one of Ireland’s prestigious five-star hotels, is currently recruiting a professional and guest-focused Guest Experience Assistant to join the team at Dromoland Castle. In this role you will work closely with our guest experience department ensuring that you provide front of house representation and administrative support, ensuring every guest receives a warm welcome and exceptional service throughout their stay. As the first point of contact for many guests, you will assist with enquiries, manage requests, coordinate VIP arrivals, and work closely with hotel departments to deliver a seamless luxury experience. You will also support quality standards across the hotel by monitoring guest feedback, responding to online reviews, and ensuring issues are resolved promptly and professionally.Role Overview:

Working schedule: 5 days out of 7 (Monday to Sunday), with flexibility required based on business levels.
Provide a warm and professional welcome to guests and assist with enquiries and requests
Coordinate and personally greet VIP arrivals, ensuring rooms and amenities meet luxury standards
Handle guest challenges efficiently, ensuring solutions and follow-up actions
Communicate guest requirements across departments to ensure exceptional service delivery
Conduct quality audits and support the hotel’s service alignment with Forbes 5 - Star Standards
Prepare VIP amenities and guest welcome cards
Maintain guest reports, incident reports, and shift handover documentation
Support & liaise with Guest Experience Manager and Front Office Manager on a daily basis
Ensure health and safety procedures are followed

Requirements

Previous luxury hotel experience required
Excellent customer service, communication, and problem-solving skills
Strong organisational and administrative ability
Professional presentation and attention to detail

Benefits:

Leisure Centre Membership (T&C's)
Pension scheme after 6 months
Sick pay scheme
Company events and wellness programme
On-site parking
Staff training & development opportunities
Staff discounts across the resort

Work Authorisation:Please note, we are only accepting applications from persons who have the permission/ right to live and work without restriction in Ireland.

Dromoland Castle

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