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Ella Hotels and Resorts

Greek luxury eco-chic resort operator

Guest Service Manager

Hotel Guest ServicesPosted on Nov 12
Full-timeRhodes, GreeceNo salary listedIn-person

About the Job

Requirements

  • A bachelor's degree in hospitality management, hotel management, or a related field is required.
  • Three or more years of relevant experience in hotel roles, including front desk, concierge, or guest services positions, is required.
  • Direct experience in guest relations or customer service is valuable.
  • Demonstrated leadership skills to guide and develop a high-performing guest services team are required.
  • Professional verbal and written communication skills are required, including the ability to speak, read, write, and understand English.
  • The ability to understand and empathize with guests' concerns and needs, and the patience to resolve issues to their satisfaction, is required.
  • Quick thinking and resourcefulness to resolve guest complaints and issues efficiently are required.
  • The ability to handle difficult or irate guests professionally and diplomatically, turning negative situations into positive experiences, is required.
  • The capacity to manage multiple tasks and guest requests simultaneously while remaining calm and composed is required.
  • A meticulous approach to guest preferences, special requests, and room reservations is required to ensure accuracy and consistency.
  • The ability to understand and respect diverse cultures, customs, and traditions to serve a global clientele is required.
  • The ability to collaborate with hotel departments, including housekeeping, front office, and food and beverage, is required.
  • The ability to maintain discretion when dealing with guest information and complaints is required.
  • Familiarity with hotel management software and tools for guest tracking, reservations, and feedback management is required.
  • The ability to maintain work discipline and smooth communication and teamwork between guest services and other departments is required.
  • Integrity and objectivity are required.
  • Planning and organization skills, with a proactive approach to addressing and resolving issues, are required.
  • The ability to work in a fast-paced environment and strong interpersonal skills are required.

Responsibilities

  • Recruit, select, and develop a qualified guest service team.
  • Train and develop guest services staff to provide exceptional customer service and handle guest interactions professionally.
  • Provide individualized guidance and coaching to guest services staff to ensure high-quality service that follows group standards and service excellence expectations.
  • Foster a guest-centric team culture that emphasizes guest satisfaction and loyalty.
  • Foster a diverse and positive working environment.
  • Ensure the team follows relevant laws, regulations, group policies, and procedures to provide a safe and healthy environment for guests and staff, free from risks, discrimination, and harassment.
  • Manage guest experience areas and assist guests as needed.
  • Maximize occupancy, revenue, and average rate while maintaining high service standards.
  • Review daily arrival information, including VIPs, regular guests, long-staying guests, groups, and special requests, and follow up with relevant departments.
  • Serve as the primary guest contact, addressing inquiries, requests, and concerns promptly and professionally.
  • Ensure guests receive a warm welcome on arrival and a fond farewell on departure.
  • Anticipate and meet guest needs to exceed expectations.
  • Identify and accommodate VIP guests' needs to provide a personalized experience.
  • Manage influencer collaborations to create a positive and mutually beneficial experience for the hotel and influencer.
  • Plan and execute special arrangements for occasions such as birthdays, anniversaries, and celebrations.
  • Coordinate with front office staff on room assignments and reservations.
  • Ensure guest registration is completed efficiently, promptly, and courteously.
  • Coordinate with hotel departments, including housekeeping, maintenance, and food and beverage, to meet guest requirements.
  • Liaise with the finance department to ensure credit procedures are carried out properly.

Desired Qualifications

  • Proficiency in multiple languages, especially languages commonly spoken by the hotel's guests.

About the Company

Ella Hotels and Resorts

Greek luxury eco-chic resort operator

Ella Resorts operates sustainable, luxury lifestyle resorts mainly in Greece, as the hotel arm of H.I.G. Capital. Its properties combine beachfront locations with local culture, offering adults-only retreats and family-friendly all-inclusive options, with amenities like spas, multiple pools, fine dining, and menus sometimes curated with Michelin-starred chefs. Revenue comes from room bookings, food and beverage, and other hospitality services, with a phased development plan to refresh properties over time. The brand differentiates itself through its eco-chic, sustainability focus, authentic Mediterranean experiences, and a growth plan to reach about 6,000 rooms in Greece and up to 10,000 rooms across the Mediterranean, supported by financing from Piraeus Bank.

Company size
201-500
Company stage
Debt Financing
Total funding
$781M
Headquarters
Municipality of Marousi, Greece
Founded
2021

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