Job Description

CLOSING DATE FOR APPLICATION IS MONDAY 4TH AUGUST 2025

JOB TITLE:

Head of Guest Experience & Service Standards

JOB REFERENCE:

HOTELM 08/23

REPORTING TO:

Rooms Division Manager

HOURS:

Full Time - work patterns based 5 days out of 7 including weekends.

LOCATION:

Galgorm (Ballymena).

SALARY: 40,000 per annum

About the role:

As Head of Guest Experiences & Service Standards you will be responsible for the ensuring that the guest journey is seamless, and service standards are in keeping with our 5 star aspirations


We are seeking to recruit a self-driven individual with fantastic organisational skills, a strong background in administration and a keen eye for detail to join the team to help ensure the hotel delivers a high-quality service to all our guests. Your role will range from responding to and resolving any guest issues, to completing department audits to check that standards are consistent, and being the driving force in ensuring that each and every guest leave with the desire to return


This is an exciting opportunity offering unrivalled exposure working in a diverse workplace with an outstanding reputation for staff development and customer service. If you are looking for a new challenge and wish to progress within an award-winning company then we look forward to hearing from you!



To find out more please visit https://www.galgorm.com/

The main duties will include but are not limited to;

Managing all aspects of the guest journey to maintain exceptional levels of customer service Managing guest expectations, including dealing with and resolving any guest service issues if they arise, and responding to feedback received via all feedback channels Motivating staff to achieve consistently exceptional levels of service Ensuring adherence by staff to the agreed standards of grooming & appearance, demeanour & behaviour

The Person:

Essential criteria:

The successful applicant must:

Have at least 1 years supervisory or management experience within a hotel

Possess excellent organisational skills with a keen eye for detail. Have a particular strength for motivating staff to achieve exceptional levels of service. Be an enthusiastic and positive team player, capable of building strong working relationships across the entire Resort. Be able to work well while under pressure, showing initiative whilst multi-tasking. Have a passion for working in the Hospitality Industry Have a flexible work approach, being available to work a variety of shifts and weekends. Be able to handle complaints effectively

Desirable criteria:

Experience using Front of House/Reservations systems Experience in a front facing customer service role

Perks of the job!!

We're passionate about service, our guests, and, of course, our people. Whether you are new to Hospitality, fancy a different career path or want to extend your knowledge, Galgorm Collection can offer you an endless amount of opportunities. Why work for us? Click here to find out more! https://www.galgorm.com/why-work-with-us.html

We reserve the right to enhance the criteria to aid shortlisting and, in the event, that we receive large numbers of applications only those that are shortlisted will be contacted.

Please be aware that by applying for this post you are consenting to Galgorm Collection processing the information you have provided for the purposes of Recruitment and Selection for this role. Further details are available in our Job Applicants Privacy Policy available on request from our HR department, please contact

hr@galgorm.com

GALGORM COLLECTION ARE EQUAL OPPORTUNITY EMPLOYERS