Guest Service Center Supervisor

Be part of the newest luxury hotel, Conrad Athens The Ilisian. Located within The Ilisian - the new multidimensional city destination of Athens, this new luxury hotel marks a new chapter in Athenian hospitality offering an unparalleled experience in the city's vibrant cultural and historical center.

As a Guest Service Center Supervisor, you will be responsible for overseeing the daily operations of our Guest Service Center, ensuring that every guest interaction reflects the exceptional standards of Conrad Athens The Ilisian. You will lead a team dedicated to providing outstanding service, responding to guest inquiries, facilitating requests, and resolving issues with professionalism and care.

Responsibilities

• Oversee the daily operations of the Guest Service Center team to ensure smooth workflow and outstanding service delivery.
• Respond to guest inquiries and requests in a timely manner, ensuring effective resolution and high levels of guest satisfaction.
• Provide coaching, training, and ongoing support to team members to strengthen their skills in guest engagement and service excellence.
• Review and assess guest feedback to identify opportunities for service enhancements and proactively address recurring issues.
• Work closely with Housekeeping, Engineering, Front Office, and F&B to coordinate guest service delivery.
• Manage staff scheduling and resource planning to maintain optimal coverage and consistent service standards.
• Contribute to the development and refinement of standard operating procedures to ensure consistency and efficiency in service delivery.
• Supervise all Guest Service Center activities, ensuring timely, accurate, and courteous responses to internal and external calls.
• Monitor service delivery via all guest communication channels (calls, chat, messaging apps, etc.).
• Ensure requests (e.g., wake-up calls, housekeeping, in-room dining, engineering) are logged and followed up through system such as HotSOS or Service Optimization tools.
• Resolve guest concerns with empathy and professionalism, escalating when necessary.
• Ensure correct use of communication and task-tracking systems (e.g., Opera PMS, HotSOS, OnO).
• Ensure all guest interactions reflect the Conrad service philosophy and meet LQA, Forbes, and Hilton brand standards.
• Maintain awareness of hotel events, guest preferences, and special occasions to personalize service.

Requirements

• Minimum of 3 years of experience in a guest service role within a luxury hotel environment, with supervisory experience preferred.
• Solid knowledge of customer service standards, with a genuine commitment to delivering exceptional guest experiences.
• Proven leadership abilities with strong team coordination and motivation skills.
• Excellent communication skills, both verbal and written, in Greek and English.
• Ability to thrive under pressure in a dynamic, fast-paced environment while remaining calm and professional.
• Proficient in hotel property management systems and Microsoft Office applications.
• Strong analytical and problem-solving skills, with the capability to manage complex or sensitive guest issues effectively.

Benefits

• At Conrad Athens The Ilisian, you'll be part of a world-renowned luxury brand, where creativity, collaboration, and the pursuit of excellence are celebrated. We are committed to nurturing our Team Members' professional growth and well-being (offering a unique opportunity to contribute to the legacy of a landmark property in the vibrant city of Athens).
• The Company offers a competitive remuneration package, private medical insurance, and career development opportunities in a dynamically growing business environment.