Operations & Guest Experience Manager

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Operations & Guest Experience Manager

Job Title: Operations & Guest Experience Manager

Location: Donegal Manor, Donegal Town

Type: Full-time, Permanent

Salary: €42,000 Base + €3,000 Performance Bonus

Reports to: Owners

The Opportunity

Donegal Manor is entering a new phase as the owners step back from day-to-day involvement and the property transitions to a professionally managed model.

We are seeking a hands-on Operations & Guest Experience Manager who will be the face of the guesthouse and the operational anchor of the business. This is a leadership role for someone who thrives in a warm, people-focused, boutique hospitality environment.

You will oversee daily operations, ensure exceptional guest experience, lead the small team, and help drive group business during the quieter months. This is not a desk job. It is for someone who loves interaction, takes pride in standards, and enjoys a varied day where no two days look the same.

A Two-Speed Role

High Season (May–September): Operations First

You are the operational anchor. This requires active presence during evenings and weekends. You are managing:

• Guest experience from arrival to departure.
• Breakfast service quality and flow.
• Housekeeping coordination and standards.
• Day-to-day problem solving and maintaining the warm atmosphere guests expect.

Low Season (October–April): Business Development Focus

The property operates Thurs–Sun for individuals but remains available 7 days for groups. Your focus shifts to:

• Responding to group enquiries (Golf, Weddings, Corporate).
• Converting enquiries into bookings.
• Coordinating logistics for group itineraries.
• This does not require a pricing strategy (handled externally), just organised, personable follow-through.

Key Responsibilities

1. Guest Experience & Reputation

• Act as the main point of contact for guests throughout their stay.
• Ensure a welcoming, polished environment in all public areas.
• Reputation Management: actively monitor and respond to reviews on Google, Booking.com, and TripAdvisor.
• Handle issues professionally and turn challenges into positive experiences (Service Recovery).

2. Operations & F&B Oversight

• Chef Management: Oversee the breakfast chef/cook, ensuring food quality and service flow.
• Compliance: You hold responsibility for Food Safety (HACCP) records, fire safety logs, and general hygiene standards.
• Housekeeping: Supervise the team, inspect rooms daily, and manage rosters to ensure high standards.
• Stock Control: Manage ordering and supplier relationships to ensure margin control.

3. Team Leadership

• Schedule, manage, and support hospitality and housekeeping staff.
• Train seasonal staff on guesthouse standards.
• Maintain a positive, collaborative team culture.
• Lead from the front: Assist where needed during peak periods (this is a hands-on role).

4. Event Coordination & Sales (Winter Focus)

• Build and maintain relationships with golf tour operators, wedding planners, and corporate organisers.
• Event Logistics: Manage pre-arrival in coordination (transport, menus, external vendors) for group stays.
• Maintain clear and accurate group calendars.

5. Property & Systems

• Use our property management system (Mews) confidently.
• Manage availability, guest messaging, payments, and daily admin.
• Handle basic Xero inputs (receipts, invoices, daily reconciliation).

The Ideal Candidate

• Hospitality-led: Warm, intuitive, and calm under pressure. You enjoy connecting with people.
• Flexible: You accept that high-season hospitality requires evening and weekend work, while enjoying the quieter administrative rhythm in winter.
• Operationally strong: You naturally organise, prioritise, and maintain high standards.
• Commercially aware: Confident speaking to operators and converting enquiries.
• Tech savvy: Comfortable using Mews, OTAs, messaging tools, and basic finance systems.

Compensation & Benefits

• €42,000 base salary
• €3,000 annual performance bonus (Tied to Review Scores, Standards Audits, and Group Sales).
• Staff meals during shifts.
• Opportunities for training and professional development.
• Friends & Family discounted rates.

Job Type: Full-time

Pay: €42,000.00-€45,000.00 per year

Benefits:

• On-site parking

Application question(s):

• **IMPORTANT** Submissions must be made through the application form found on this link: https://tally.so/r/WOEWYN

Work authorisation:

• Ireland (required)

Work Location: In person