About the role
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Grecotel Hotels & Resorts, the leading hotel chain in Greece, is hiring a Guest Services Manager to join its team. 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 package and additional benefits - Career development within Greece's leading hospitality group - Opportunities for internal mobility and long-term career growth - Accommodation (if necessary) and full board - Transportation support and/or travel expenses - Access to training and educational programs - A dynamic and supportive working environment - Employee discounts across Grecotel hotels and selected partner businesses - A people-focused culture built on teamwork, respect and excellence
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