The Merrion, one of Dublin's finest hotels, a certified 'Great Place to Work', and a proud member of Leading Hotels of the World, is delighted to present the opportunity to apply for the exciting role of Director of Guest Relations. 

We are looking for an experienced service driven professional to join our five-star team. 

Duties will include, amongst others - 

• To maintain a consistent and exceptional level of guest care that meets international 5* luxury hotel standards and to ensure the guest experience in The Merrion is unique.
• To guide and manage Guest Relations team members.
• To establish excellent relationships with operational departments, fostering a strong sense of team and effective communication methods.
• To manage and further develop an effective Customer Relationship Management Programme (CRM).
• To champion the management of Leading Quality Assurance (LQA) standards across all departments.
• To manage Qualtrics, Trip Advisor and third party opinion platforms, including content analysis, guest follow up and response and necessary corrective action within the hotel.
• To manage guest complaints and action service recovery.
• To oversee the day-to-day Duty Management cover for the Hotel ensuring the smooth operation of the Business.
• To ensure a host presence is maintained throughout the hotel lobby.

Our belief is that the success of The Merrion Hotel depends on the commitment of each and every member of our Team. The hospitality and service we provide to our guests must be the very best at all times, and in recognition of this, you will enjoy a competitive salary and benefits. 

The successful candidate will have a successful track record in the 5-Star luxury hospitality market, having previously held a management position. They will have an eye for detail, be organised, efficient and have the ability to communicate calmly, courteously and effectively with guests and colleagues alike. They will take a 360 view of the business, have a passion for service to others and will lead the team by example. 

Please note that shift work & flexibility are required in this position. This is a fulltime role on site in The Merrion.

About The Merrion

The Merrion, located in the heart of Dublin city centre, is the capital's most luxurious five star hotel, and a proud member of The Leading Hotels of the World.

Our 142-bedroom and suite hotel is as welcoming as it is stylish. An impeccable restoration of four Georgian townhouses, The Merrion is a marriage of exquisite comfort, relaxed elegance and advanced guest facilities, including free Wi-Fi, an 18m pool, spa and gym. We are home to the 2-star Michelin Restaurant Patrick Guilbaud, The Cellar Bar, The Garden Room, and the intimate No. 23 Cocktail Bar.