Luxury Hotel Guest Experience Specialist

6 days ago

Corfu, Ionian Islands, Greece beBeeCustomerService Full time
About the Role

The Guest Service Agent plays a pivotal role in ensuring seamless guest experiences across our properties.

  • This position requires an individual with excellent communication skills, able to effectively handle various situations and provide world-class customer service.
Key Responsibilities:
  1. Daily Operations: Manage day-to-day operations of the Guest Service Centre, providing exceptional services to guests.
  2. Concierge Services: Deliver concierge services, including private client services and commercial event delivery.
  3. Guest Experience Supervision: Oversee the supervision of in-village guest experience and first escalation for daily operations.
  4. Data Analysis: Report on key data, including guest feedback, and utilize it to propose action plans and improve guest journeys.
  5. Messaging and Engagement: Handle messaging, engagement, complaint handling, and promotion with all guests.
  6. Event Planning: Proactively plan for key trading events, hotel initiatives, and peak periods in line with the commercial calendar.
  7. New Service Opportunities: Identify opportunities for introducing new services and enhancements to current services.
  8. Customer Complaints: Manage customer complaints and feedback, ensuring all comments are dealt with appropriately, collated, and reported to the business for continuous improvement.
  9. Emergency Procedures: Understand and implement all emergency plans, including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Requirements:
  • At least three years of working experience in a similar role at a 5-star hotel.
  • Degree or diploma in Tourism.
  • Excellent knowledge of the English language.
  • A second language (French, German, Russian, or Italian) is considered a plus.
Position Attributes:
  • Flexibility to respond to a range of different work situations.
  • Passion for delivering exceptional levels of service.
  • Negotiation and excellent communication skills.
  • Pleasant personality, client-oriented.
Benefits:
  • Competitive remuneration package.
  • Career advancement in a fast-growing organization.
  • Continuous learning & development within a transparent & inclusive working environment.
  • Collaborative working environment.
  • Accommodation & meals.

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