Guest Service Manager (EllaAlkyna - S27)

"Ella" means ‘come' in Greek. A heartfelt invitation to explore, connect, and feel inspired. At Ella Resorts, we open our doors to a world where every moment becomes a cherished memory. We reimagine the art of resort living for the modern lifestyle traveler. Those who seek not just a destination, but a meaningful journey. Our curated collection of beachfront retreats, set across some of the Mediterranean's most iconic shores, invites you to embrace adventure, unwind in style, and discover the true essence of summer living.In order to support our rapid growth we are seeking to hire for season 2027 an experienced and visionary Guest Service Manager.Position SummaryOur new Guest Service Manager will be the ambassador of our Service Excellence Culture at our fully renovated resort in Corfu, Ella Alkyna. She/he will be responsible for supervising and developing the GS Team, and providing high quality services and memorable experiences to our guests. This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!The Guest Service Manager is responsible for creating an exceptional experience for guests, ensuring their needs and expectations are met and exceeded. She/he oversees the guest service team and collaborate with various departments to maintain high levels of guest satisfaction and loyalty. She/he ensures to provide hospitable, prompt, courteous and accurate service in order to maximize guest satisfaction, rooms' revenue and profit.Main Responsibilities & AccountabilitiesLeadership DevelopmentRecruit, select and develop a vibrant team of highly qualified guest service agentsTrain and develop the guest services staff to provide exceptional customer service and handle guest interactions professionallyProviding individualized guidance and coaching to GS staff so they can always provide high quality services according to the Group's standards and Service ExcellenceFoster a guest-centric culture among the team, emphasizing the importance of guest satisfaction and loyaltyFostering a diverse and positive working environmentEnsuring the team's adherence to all relevant laws and regulations as well as Group's policies and procedures to provide a safe and healthy environment to guests and staff, free of risks, discriminations, and harassmentGuest Relations ManagementHandling and managing all guest experience areas and assisting guests when neededMaximizing occupancy, revenue and average rate while maintaining high service standards Reviewing arrival information on a daily basis, VIPs, regular guests, long staying guests, groups, special requests etc. Follow up with relevant departmentAct as the primary point of contact for guests, addressing their inquiries, requests, and concerns promptly and professionallyEnsure that all guests receive a warm welcome upon arrival and a fond farewell when departing the hotelAnticipate and meet the needs of guests to exceed their expectationsVIP and Special GuestsIdentify and cater to the needs of VIP guests, ensuring a personalized experienceManage influencer collaborations efficiently, ensuring a positive and mutually beneficial experience for both the hotel and the influencerPlan and execute special arrangements for occasions such as birthdays, anniversaries, and celebrationsCommunication and CollaborationCoordinate with front office staff for room assignments and reservationsEnsuring guest registration is completed efficiently, promptly and courteouslyFoster effective communication and collaboration with other hotel departments (housekeeping, maintenance, F&B, etc.) to meet guest requirementsLiaising closely with finance Department to ensure that credit procedures are properly carried outRequirementsBachelor's degree in hospitality management, hotel management, or a related field Three or more years of relevant experience in various roles within a hotel, including front desk, concierge, or guest services positionsDirect experience in guest relations or customer service roles is highly valuableDemonstrate strong leadership skills to guide and develop a high-performing guest services teamProfessional excellency in both verbal and written communication. Must be able to speak, read, write, and understand EnglishProficiency in multiple languages, especially those commonly spoken by the hotel's guests, is a plusAbility to understand and empathize with guests' concerns and needs, coupled with the patience to resolve issues to their satisfactionQuick thinking and resourcefulness to resolve guest complaints and issues in a timely and efficient mannerCapability to handle difficult or irate guests with professionalism and diplomacy, turning negative situations into positive experiencesCapacity to manage multiple tasks and guests' requests simultaneously, maintaining a calm and composed demeanorMeticulous approach to guest preferences, special requests, and room reservations to ensure accuracy and consistencyUnderstanding and respecting diverse cultures, customs, and traditions to cater to the needs of a global clienteleCollaborative and able to work seamlessly with other hotel departments, including housekeeping, front office, food and beverage etcMaintain the highest level of discretion when dealing with guest information and complaintsFamiliarity with hotel management software and other relevant tools for guest tracking, reservations, and feedback managementEnsuring proper work discipline and smooth communications and team work between guest services and other DepartmentsOperating with high levels of integrity and objectivity at all timesBeing in possession of good planning and organizing skills and be proactive to address and resolve issues at all times. Having the ability to work in a fast paced work environment and be a team player with first class people skillsBenefitsCompetitive remuneration package & benefitsCareer advancement in a fast-growing organizationContinuous learning & development within a transparent & inclusive working environmentCollaborative working environmentAccommodation & mealsElla Resorts are dedicated to providing exceptional guest experiences across its brand and our amazing Team members are at the heart of it.Join us today to build our future together.All applications will be acknowledged and treated as strictly confidential.