Ella Hotels and Resorts

Greek luxury eco-chic resort operator

Guest Service Shift Leader

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.
Three or more years of relevant experience in various hotel roles, including front desk, concierge, or guest services positions.
Direct experience in guest relations or customer service roles is highly valuable.
Demonstrate leadership skills to guide and develop a high-performing guest services team.
Speak, read, write, and understand English; professional verbal and written communication is required.
Proficiency in multiple languages, especially those commonly spoken by the hotel's guests, is a plus.
Understand and empathize with guests' concerns and needs, and patiently resolve issues to their satisfaction.
Think quickly and resourcefully to resolve guest complaints and issues in a timely and efficient manner.
Handle difficult or irate guests professionally and diplomatically, turning negative situations into positive experiences.
Manage multiple tasks and guest requests simultaneously while maintaining a calm and composed demeanor.
Pay careful attention to guest preferences, special requests, and room reservations to ensure accuracy and consistency.
Understand and respect diverse cultures, customs, and traditions to serve a global clientele.
Collaborate seamlessly with other hotel departments, including housekeeping, front office, and food and beverage.
Maintain discretion when dealing with guest information and complaints.
Be familiar with hotel management software and other relevant tools for guest tracking, reservations, and feedback management.
Maintain work discipline and smooth communication and teamwork between guest services and other departments.
Operate with integrity and objectivity.
Have good planning and organization skills and proactively address and resolve issues.
Work effectively in a fast-paced environment and demonstrate strong interpersonal skills.

Responsibilities

Recruit, select, and develop a qualified team of guest service agents.
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 so they deliver high-quality service according to 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 and regulations as well as group policies and procedures to provide a safe, healthy environment for guests and staff, free of risks, discrimination, and harassment.
Handle and manage guest experience areas and assist guests when 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 the relevant department.
Act as the primary point of contact for guests, addressing inquiries, requests, and concerns promptly and professionally.
Ensure all guests receive a warm welcome upon arrival and a fond farewell upon departure.
Anticipate and meet guests' needs to exceed their expectations.
Identify and cater to VIP guests' needs to ensure a personalized experience.
Manage influencer collaborations to provide a positive, mutually beneficial experience for the hotel and influencer.
Plan and execute special arrangements for birthdays, anniversaries, and other celebrations.
Coordinate room assignments and reservations with front office staff.
Ensure guest registration is completed efficiently, promptly, and courteously.
Coordinate with other hotel departments, including housekeeping, maintenance, and food and beverage, to meet guest requirements.
Liaise with the finance department to ensure credit procedures are properly carried out.

Guest Service Shift Leader (S27)

Ella Hotels and Resorts · Rhodes, Greece · Other · Posted 2026-11-12

Workplace: on_site

Department: Guest Relations

Description

"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 an experienced and visionary Senior Guest Service Supervisor.

Position Summary

Our new Senior GS Supervisor will be an ambassador of our Service Excellence Culture. 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 Senior Guest Service Supervisor 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 & Accountabilities

Leadership Development

Recruit, select and develop a vibrant team of highly qualified guest service agents
Train and develop the guest services staff to provide exceptional customer service and handle guest interactions professionally
Providing individualized guidance and coaching to GS staff so they can always provide high quality services according to the Group’s standards and Service Excellence
Foster a guest-centric culture among the team, emphasizing the importance of guest satisfaction and loyalty
Fostering a diverse and positive working environment
Ensuring 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 harassment

Guest Relations Management

Handling and managing all guest experience areas and assisting guests when needed
Maximizing 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 department
Act as the primary point of contact for guests, addressing their inquiries, requests, and concerns promptly and professionally.
Ensure that all guests receive a warm welcome upon arrival and a fond farewell when departing the hotel.
Anticipate and meet the needs of guests to exceed their expectations

VIP and Special Guests

Identify and cater to the needs of VIP guests, ensuring a personalized experience
Manage influencer collaborations efficiently, ensuring a positive and mutually beneficial experience for both the hotel and the influencer
Plan and execute special arrangements for occasions such as birthdays, anniversaries, and celebrations

Communication and Collaboration

Coordinate with front office staff for room assignments and reservations
Ensuring guest registration is completed efficiently, promptly and courteously
Foster effective communication and collaboration with other hotel departments (housekeeping, maintenance, F&B, etc.) to meet guest requirements
Liaising closely with finance Department to ensure that credit procedures are properly carried out

Requirements

Bachelor'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 positions
Direct experience in guest relations or customer service roles is highly valuable
Demonstrate strong leadership skills to guide and develop a high-performing guest services team
Professional excellency in both verbal and written communication. Must be able to speak, read, write, and understand English
Proficiency in multiple languages, especially those commonly spoken by the hotel's guests, is a plus
Ability to understand and empathize with guests' concerns and needs, coupled with the patience to resolve issues to their satisfaction
Quick thinking and resourcefulness to resolve guest complaints and issues in a timely and efficient manner
Capability to handle difficult or irate guests with professionalism and diplomacy, turning negative situations into positive experiences
Capacity to manage multiple tasks and guests' requests simultaneously, maintaining a calm and composed demeanor
Meticulous approach to guest preferences, special requests, and room reservations to ensure accuracy and consistency
Understanding and respecting diverse cultures, customs, and traditions to cater to the needs of a global clientele
Collaborative and able to work seamlessly with other hotel departments, including housekeeping, front office, food and beverage etc.
Maintain the highest level of discretion when dealing with guest information and complaints
Familiarity with hotel management software and other relevant tools for guest tracking, reservations, and feedback management
Ensuring proper work discipline and smooth communications and team work between guest services and other Departments.
Operating with high levels of integrity and objectivity at all times
Being 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 skills

Benefits

Competitive remuneration package & benefits
Career advancement in a fast-growing organization
Continuous learning & development within a transparent & inclusive working environment
Collaborative working environment
Accommodation & meals

Ella 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.

Apply

Apply at Ella Hotels and Resorts

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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