Guest Experience Manager

Role SummaryThinkVilla Bespoke Stays, is seeking experienced Guest Experience Manager (with 2+ years experience) to join our offices in Rethymno. The ideal candidate should have great communication skills and strong customer care skills, including fluency & excellent English Skills. In order to be considered for this position, candidates should exhibit customer service excellence, outlining their experience in previous roles in the hospitality sector.Overall Responsibilities Overseeing guest feedback and ensuring that every matter requiring additional attention is handled thoughtfully, promptly and with excellent judgement.Ensuring meaningful follow-up throughout the guest stay, with the aim of creating positive and lasting guest relationships.Follow up on important guest cases to ensure that agreed actions have been completed and the guest has received appropriate support.Monitoring guest sentiment and identifying opportunities to further enhance the experience before, during and after each stay.Sharing meaningful guest insights with internal teams, Management and villa owners to support continuous improvement.Developing and refining guest care standards, communication principles and best practices across the team.Ensure consistency in the tone, quality and level of care provided to guests across the team.Prepare regular reporting on guest satisfaction, reviews, complaints and recurring service issues.RequirementsSkills, Experience & Educational Requirements.Previous experience in hospitality, guest relations, guest experience, customer experience or a similar service-focused role.Confidence in communicating with guests, property owners, partners and internal teams.Strong organisational skills and the ability to manage multiple cases simultaneously.2+ year previous experience in the Hospitality Sector A proactive mindset and genuine commitment to maintaining high service standards.Proficiently in English language, is mandatory. Experience in acknowledged resorts and hotels as Agent, Reservations. Strong Communication Skills. Experience within luxury hospitality, villas or premium travel will be highly valued.Diploma or certificate in the Hospitality Management, will be considered as an Asset. BenefitsCompetitive salary & annual performance bonus.Dynamic working environment with talented people.Continuous training and development.Career development and opportunities.Company team events.ThinkVilla BrandOur ThinkVilla Brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.