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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