Grecotel Hotels & Resorts, the leading hotel chain in Greece, is seeking a Guest Services Manager to join its team. As a Guest Services Manager, you supervise the operations of your team and ensure that all procedures are being followed accordingly so that all guests receive the utmost care and attention. Your goal is to achieve the best possible level of guest satisfaction through the excellent handling of all their requests and complaints, while always dealing with guests with a friendly and genuinely hospitable attitude, throughout their stay with care by following the company's SOPs. The Guest Services Manager reports directly to the Rooms Division Manager. At Grecotel, we believe that our people are the cornerstone of our success. We are committed to creating a supportive and inspiring work environment, offering opportunities for personal and professional growth. By joining our team, you will be part of a renowned hospitality brand that is dedicated to delivering luxury accommodations and unforgettable experiences across Greece's most stunning destinations.
Responsibilities
- Oversee the day-to-day operations of the guest services department, including managing staff schedules, ensuring coverage 24/7, and overseeing the delivery of exceptional service to all guests
- Collaborate with other departments (e.g., housekeeping, maintenance, food and beverage) to ensure that all guest requests, concerns, and complaints are addressed promptly and efficiently
- Foster a culture of excellence among guest services staff, providing training, coaching and guidance as necessary to ensure that all staff members are equipped to deliver exceptional service
- Handle complex and/or escalated guest issues, working closely with other departments to find solutions that meet guest needs and expectations
- Monitor guest feedback and reviews, responding to guest comments and taking proactive steps to address and eliminate potential issues
- Maintain accurate records and handle administrative tasks related to the guest services department, including budgets, inventory management, and performance reporting
- Ensure compliance with all company policies and procedures, including health and safety regulations, data protection, and security procedures
Requirements
- Bachelor's degree in hospitality management, business administration, or related field
- Minimum of 5 years of experience in guest services, with at least 3 years in a management or supervisory role
- Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and other stakeholders
- Strong organizational and time-management skills, with the ability to manage multiple priorities and deliver results in a fast-paced environment
- Exceptional problem-solving and decision-making skills, with the ability to handle complex and/or escalated guest issues and find creative solutions
- Knowledge of hospitality industry best practices, including customer service, revenue management, and guest experience
- Fluency in English, knowledge of additional languages will be considered as an asset
Benefits
- Competitive salary and other benefits
- Advanced Opportunities for professional growth
- Accommodation (if necessary) and Board
- Transportation costs
- Participation in educational programs
