Guest Services Manager

Grecotel, the leading hotel chain in Greece, is seeking a Guest Services Manager to join their team. The Guest Services Manager plays a crucial role in ensuring that guests have a memorable and enjoyable stay. The successful candidate will oversee all aspects of the guest services department, ensuring that guests receive exceptional service and that all requests and concerns are handled promptly and efficiently. They will also collaborate with other departments to ensure that guests receive a cohesive and seamless experience throughout their stay. As part of the N. Daskalantonakis Group of Companies, Grecotel prides itself on its commitment to excellence and its dedication to providing sophisticated lifestyle experiences for its guests.

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.
• Fluent in English and Greek; additional languages a plus.

Benefits

• Competitive salary and other benefits (bonus included)
• Advanced Opportunities for professional growth
• Accommodation (if necessary) and Board
• Transportation costs
• Participation in educational programs