The Merchant Hotel is a 5 Red Star property in the heart of Belfast with a unique opportunity for a Guest Services Manager to join the team. We are looking for an enthusiastic and detail-oriented professional, reporting directly into the Deputy General Manager. The Role will involve: Ensure guest queries are dealt with in an efficient and friendly manner Review guests journey in the hotel from pre arrival to ensure it is flawless Responds to guest correspondence Coordinate any special requests for guests with relevant departments Manage VIPs arrivals and journeys throughout the property Responsible for the delivery of 5star standards. Collate statistics from all guest feedback Essential Criteria Two years’ experience in a high-end customer service role General overview of hotel operations A passion for customer service and creating a culture that is solutions centred Full Clean Driving License Excellent IT Skills and understanding of a Property Management system Outstanding communication skills, both written & verbal Desirable Criteria Experience of working at 5 AA Red Star property The position is on a shift basis, 5 days out of 7 and hours of work will vary and include weekend and evening work. However, the shift pattern will mainly be day shifts. The Merchant Hotel offers: Complimentary overnight stay in The Merchant Hotel with dinner and breakfast in The Great Room Restaurant. subject to contract Company group discount 20% off food in The Cloth Ear, The National and Little Wing Pizzeria Regular wellbeing initiatives including free counselling through our safe space Paid breaks 29 days holiday pro rata (including your birthday) Seasonal parties and gifts Classroom and Online Training To apply for this position please click 'apply' to be directed to our careers page. The Merchant Hotel Ltd is an equal opportunities employer The Merchant Hotel reserve the right to apply enhanced shortlisting criteria. INDMM manager guestservices hotelmanager