Guest Relations Executive/Duty Manager

Guest 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 advantage