Job title: Senior Guest Services & Security Ambassador Reports to: Front Office Manager Your role is defined in terms of these values, as shown below: COMMITMENT to the PASSIONATE PURSUIT OF PERFECTION: Every team member is expected to strive for the 'Passionate Pursuit of Perfection' to ensure that the hotel guest's comfort and satisfaction is catered for in a friendly, helpful, efficient, and personalised manner.
Position Overview: The Senior Guest Services & Security Ambassador at The Metropole Hotel combines the responsibilities of a traditional concierge with a focus on ensuring the safety and security of guests, employees, and the property.
This dual-role professional delivers exceptional guest services while maintaining a vigilant presence to uphold a secure environment.
The position typically requires a combination of managerial, organizational, and customer service skills, along with strong interpersonal abilities, situational awareness, and a team- and customer-centric approach to problem-solving.
Operational Key Responsibilities: Mature Presence: Display professionalism and confidence that fosters trust and comfort among guests and employees.
Presence: Maintain a welcoming, polished and professional presence at the hotels' entrance aligned with the hotel's standards.
Engaging Personality: Maintain a positive, approachable, and friendly demeanour in every interaction, embodying the hotel's brand identity and values.
Guest Satisfaction: Stay observant, anticipating guest needs, wants and expectations and responding to situations promptly to ensure a seamless guest experience.
Security Monitoring: Provide a visible security presence at the front door, observe street activity, and address potential concerns.
Serve as a hotel ambassador, embodying the hotel's brand and personality.
Maintain a safe and inviting atmosphere, acting as the first point of contact.
Welcome and direct guests to appropriate areas within the hotel.
Assist guests with luggage, directions, recommendations, and bookings as needed.
Maintain effective communication and build positive relationships with guests and employees.
Provide local knowledge about Cork City and surroundings to enhance the guest experience.
Understand and manage systems such as Guestline to review reservations and guest profiles, ensuring a personalised experience and updating profiles to enhance future stays.
Work closely with the Front Office, as well as F&B and other departments, to meet and exceed guest expectations and deliver exceptional experiences.
Adhere to and develop department Standard Operating Procedures (SOP's) and uphold Health & Safety standards.
Make roster adjustments on a day-to-day basis to optimize staff resources.
Control and monitor cleanliness, presentation and security of the hotel's front entrance and surrounding areas of the hotel.
Monitor and provide a daily task breakdown for the working team.
Uphold GDPR standards.
Attend morning meetings for effective communication.
Demonstrate strong organizational skills, time management, decision-making, and delegation abilities.
Plan day-to-day activities with attention to detail, critical thinking, and a well-structured approach.
Possess basic computer knowledge and technical skills.
Deter unauthorised individuals from entering the hotel premises.
Customer Key Responsibilities: Offer warm, personalised engagement to enhance guest satisfaction and loyalty.
Actively promote the hotel's dining and lounge facilities.
Anticipate and address guest needs to ensure a seamless experience.
Gather and relay guest feedback to improve services and guest satisfaction.
Health & Safety Key Responsibilities: Maintain a visible presence to deter theft and undesirable activity.
Ensure the safety and security of guests, employees, and the building.
Respond to incidents and record them in line with Health & Safety policies.
Utilise PSA (Private Security Authority) training and experience to maintain a secure environment.
Team Member Key Responsibilities: Lead by example and possess knowledge of team members' abilities.
Train and develop team members.
Support the week 6 and week 10 reviews for team members.
Engage in external and internal communication through platforms like WorkVivo.
Demonstrate emotional understanding and motivation.
Prioritize team welfare and emotional intelligence.
Cultivate team culture, values, and engagement with charity partnerships.
Financial Key Responsibilities: Influence internal sales by encouraging guest usage of hotel facilities.
Reduce costs by proactively addressing guest issues and avoiding complaints.
Contribute to increased revenue through enhanced guest satisfaction.
Support payroll processes.
Measurables Key Responsibilities: Foster a positive team culture, aligned with company values.
Utilise and improve measurables such as NPS scores, employee satisfaction surveys, and KPIs for team retention.
Support achieving high team satisfaction scores.
Analyse results of annual inspections and mystery shopper evaluations.
Train team members to provide exceptional service to guests with disabilities.
Engage with charity partnerships.
Increased lobby revenue and internal sales.
Effective handling of security and safety incidents.
Key Skills & Requirements: Strong customer service skills.
Fluent spoken English with strong verbal and non-verbal communication skills.
Proficient in ICT systems (Guestline, Microsoft Office).
PSA Licence is required (Training available), experience in security roles is preferred.
Mature judgment and observational skills to read and respond to the environment .
Knowledge of Cork City and local attractions.
Ability to multitask and maintain spatial awareness.
Flexibility to work various shifts, including nights and weekends.
The Senior Guest Services & Security Ambassador role at The Metropole Hotels is central to delivering our promise of luxury, safety, and exceptional service.
This position requires an individual who is approachable, professional, and committed to creating a secure and welcoming environment for every guest.
Benefits Competitive rate of pay Relocation Assistance Access to our Company Pension Scheme Death in Service Benefit Employee referral bonus Friends & Family discounts across our restaurants Special rates in our hotel accommodation Paid internal and external training days Access to Trained Mental Health First Aiders Team Member Social & Wellbeing Events Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month Meals on Duty Assistance with Leap Cards