Job Description

The Malone Hotel, a prestigious 4-star property located in Belfast, has a fantastic opportunity for an experienced and highly motivated

Guest Relations Manager

to lead our Guest Services team.


As Guest Relations Manager, you will be responsible for ensuring every guest receives a warm welcome, personalised service, and a truly memorable stay. The ideal candidate will demonstrate a genuine passion for hospitality, exceptional communication and leadership skills, and a strong commitment to delivering outstanding guest experiences.

About The Role

Key Responsibilities:

Oversee the entire guest experience from pre-arrival to post-departure, ensuring that all guests receive a personalised service. Monitor and respond to guest feedback through various channels (e.g., in-person, online reviews, surveys) and take proactive steps to enhance guest satisfaction. Manage and coordinate services for VIP guests, ensuring all special requests are fulfilled, and that their stay exceeds expectations. Handle guest complaints and issues with professionalism and empathy, ensuring prompt resolution and guest satisfaction. Train and mentor the Guest Services team, fostering a culture of excellence and continuous improvement in customer service. Collaborate closely with other departments (e.g., Housekeeping, Food and Beverage, Reservations) to ensure seamless service delivery and address any operational issues affecting the guest experience. Promote and manage the hotel's loyalty programs, encouraging guest enrolment and ensuring members receive appropriate recognition and benefits. Oversee guest communication, including pre-arrival and post-departure emails, welcome letters, and in-room messaging. Assist with the planning and execution of guest-related events, such as welcome receptions, guest appreciation events, and other special events. Prepare and present reports on guest satisfaction, complaints, and other key performance indicators to the management team. Continuously seek out new ways to enhance the guest experience, staying up-to-date with industry trends and implementing best practices.

Working Conditions:

This role requires

flexible working hours, including evenings, weekends, and public holidays

, and involves regular use of computer systems along with occasional manual handling of materials.

Company Benefits:

As an award winning, family-owned hotel, we offer our staff the chance to become "part of the family!" Our employee benefits include the following:

Competitive salary and performance-based bonuses. Internal growth and professional development opportunities. 28 days holiday for full time staff. Departmental incentives including employee discounts on hotel stays and dining. Discounted friends and family rates.

This job description is not exhaustive, therefore the job holder may be required, from time to time, to conduct tasks as and when requested by Hotel Management.


Interviews may take place prior to the job advertisement closing as and when suitable applications are received. If a suitable candidate is appointed the role may close early, therefore please do not hesitate to submit your application promptly.


In addition, we also reserve the right to enhance the criteria at shortlisting stage.

Required Criteria

Proven experience in a guest relations, front office, or hospitality management role, preferably in a 4- or 5-star hotel environment. Strong leadership and team management skills, with the ability to motivate and develop staff. Excellent communication and interpersonal skills, with a focus on delivering personalised guest experiences. Demonstrated problem-solving skills and the ability to handle guest complaints professionally and efficiently. High level of organisation and attention to detail. A genuine passion for hospitality and commitment to exceptional service standards. Proficiency with hotel management systems and Microsoft Office. Flexibility to work evenings, weekends, and public holidays as required.

Desired Criteria

Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred but not essential.

Skills Needed

Continuous Improvement, Customer Relationship Management, Customer Service, Hospitality, Attention to detail, Responding to Customer Needs, Exceeding Customer Expectations, Building Relationships

About The Company

The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay.


The Guinness is perfectly poured in our Greyhound bar - enjoy with some smoked salmon and wheaten bread or indulge in a meal to remember in the Gallery Restaurant.


Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as 'The Bowness', for the last 30 years, The Malone has been owned and run by two generations of the Macklin family.


Relax and unwind with us. A warm Irish welcome to you!

Company Culture

We are always looking for enthusiastic and talented individuals to join our team.


As a family owned hotel, you're not only part of the team, you're part of the family.


Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another.


The Malone inspires its teams to live by the company's core values;


Treat people really well Openness, trust and understanding The highest standards Perseverance and enjoyment One step ahead Flexibility

Internal development and progression is key to our success, having been in business for 30 years.

Company Benefits

We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training.


Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.


Vacation, Paid time off, Performance bonuses, Retirement plan and/or pension, Office perks, Employee development programs, Free parking, Open office, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Progression opportunities

Salary

Not disclosed