Guest Experience Supervisor | Acron Villas

3 days ago

Paros Southern Aegean Greece Empiria Group Full time

Guest Experience Supervisor

Our Story

Empiria Group, owns, manages, and operates a unique collection of luxury hotels and villas, members of The Luxury Collection and Design Hotels of Marriott International, located in prime destinations around Greece, namely in Santorini, Paros and Peloponnese.

For over 30 years and through a team of over 400 associates, our dedication has been focused on creating space for joy through unique hospitality experiences, underpinned by our four fundamental values of finding joy, always elevating, exuding passion and being a leader.

At Empiria Group, our mission is to be the leaders in the art of elevated hospitality, guided by caring associates who wish to offer experiences that awaken inner joy and take Greek hospitality to new heights.

Role Overview

The Guest Experience Supervisor will be responsible for overseeing the day-to-day operations of the guest experience team. They are ensuring that all guest interactions are handled professionally and efficiently.

Key Accountabilities:

  • Supervising the guest experience team to ensure exceptional service delivery and high guest satisfaction levels.
  • Overseeing guest check-ins, check-outs, and in-house requests, ensuring efficient and personalized service at all times.
  • Handling guest complaints, concerns, and special requests, providing immediate and effective solutions to ensure satisfaction.
  • Monitoring the daily operations of the guest experience team, ensuring adherence to service standards, hotel policies, and procedures.
  • Coordinating with other hotel departments, such as the housekeeping, to ensure seamless guest services and satisfaction.
  • Ensuring the collection and management of guest feedback through, direct interactions, and monitoring online reviews.
  • Reviewing guest feedback and identifying areas for improvement, implementing corrective actions as necessary.
  • Assisting the Operations Manager with the development of initiatives to enhance the overall guest experience and meet business objectives.
  • Managing and updating guest profiles, tracking preferences, and ensuring personalized service is provided to returning guests.
Requirements
  • Minimum 2 years' experience in the same position in a 5-star Hotel
  • Degree in Hotel Management or relevant Field
  • Excellent knowledge of English language. Any additional language will be considered an asset
  • Excellent knowledge of PMS (preferably Fidelio or Opera) and the Microsoft Office

Candidate's Profile:

  • Proactive and resourceful with exceptional organizational and leadership skills and the ability to meet deadlines.
  • Strong team player who is results oriented
  • Flexibility to respond to a range of different work situations
  • Passion for delivering exceptional levels of guest service
  • Negotiation and excellent communication skills
  • Pleasant personality, customer oriented
Benefits
  • Staff accommodation, including Wi-Fi access and air conditioning.
  • Half board meal plan (Breakfast, Lunch).
  • Continuous training and development.
  • Excellent career growth opportunities within the company or through other Marriott International hotels.

At Empiria Group we are proud to foster Equal Employment Opportunities regardless of race, color, ethnicity, religion, gender, age, disability, or sexual orientation.

You provide the talent as we flourish the skills to unleash your full career potential.

Join our path of excellence

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