Manager, Guest Experience (Hosts), Athens 
(12368)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Abou the role
Guest Experience Manager is the main point of contact for all guest journey related stages: pre-arrival, in house and post stay. Main aim of the role is to ensure that all guests’ expectations are not just met but also exceeded, throughout their stay. With experience in a high-quality boutique hotel/resort guest services, Guest Experience Manager will support the Guest Experience Team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. 

Key Duties and Responsibilities

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example;
• Keep a positive and motivated attitude and exercise self-control;
• Encourage and build mutual trust, respect, and cooperation among team members;
• Supervise and manage colleagues;
• Conduct regular training for employees;
• Check and maintain grooming standards of Guest Relations, Concierge, and Butlers employees;
• Evaluate the staffing requirements and prepare work schedules weekly, ensuring that there is a proper coverage according to hotel occupancy;
• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance;
• Empower employees to provide excellent customer service;
• Conduct regular check of LQA Standards related to Guest Relations, Concierge, and Butlers Departments;
• Provide information to co-workers, and subordinates by telephone, in written form, e-mail, or in person;
• Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills;
• To assist with any other duties as required by the line manager or another member of the management team.
• Blow away guests at every opportunity;
• Provide services for customer satisfaction and retention based on five pillars
• Empower employees to provide excellent customer service;
• Maintain high visibility in public areas during peak times
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Provide immediate assistance to guests as requested
• Responsible for all in house guest requests and ensuring their needs are met
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Record guest issues in the guest response tracking system
• Review guest satisfaction results with employees daily;
• Participate, as needed, in the investigation of employee and guest accidents
• Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team
• Emphasize five pillars-based service during all departmental meetings and focuses on continuous improvement.
• Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image based on five pillars
• Always maintain a high level of product & service knowledge in order to explain and sell services and facilities to our clients and potential guests. 
• Manage day-to-day operations of Guest Relations, Concierge, and Butlers Departments, ensuring the quality, standards and blowing away the expectations of the customers daily
• Ensure compliance with all policies, standards and procedures. 
• Update standards operational procedures related to Guest Relations, Concierge, and Butlers Departments if necessary
• Participate in the discussion of the work that affects Guest Relations, Concierge, and Butlers Departments, discussing and implementing the ways of service improvement
• Attending internal hotel meeting presenting departments under Guest Relations  
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
• Check that all e-mails received are replied to within 12 Hours and filed correctly.
• Utilize guest profiles, correspondence and previous histories to ensure requirements are communicated and met prior to guest arrival.
• Cooperation with other hotel departments to make sure the work is planned and organized efficiently;
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property;
• Responsible for pre-arrival, in house, and post departure communication with guests; 
• Responsible for the coordination, organization and delivery of a warm welcome and fond farewell for the individual guests;
• Communicate guest arrivals, preferences and needs to all appropriate departments daily;
• Collect guest preferences, communicate to involved departments and act accordingly; 
• Communicate both positive and negative feedback from guests to appropriate departments;
• To participate in the discussion of the work that affects Guest Relations, Concierge, and Butlers Departments;
• To be entirely flexible and adapt to rotate within the different sub departments of the Rooms Division or any other department of the hotel as assigned;
• Ensure a high level of cleaning is always maintained within your own work area;
• Promote activities and facilities of the resort with the intention to convert bookings;
• Be aware of all Group Events, VIP guests that are in house and of their movements. Ensure the information has been communicated to the entire Front Office team effectively;
• Review VIP codes and flag VIP arrivals;
• Ensuring that the Concierge work area and Luggage room are always clean and tidy;
• Make sure the lobby is always covered appropriately based on hotel occupancy;
• Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments;
• Ensure buggies & bicycles are kept in a good condition;
• Personal check of room readiness & amenities delivery before arrival of VIP guests;
• Prepare hand-written welcome notes & provide personalized services/amenities for guests.

Qualifications

• Bachelor's degree
• Must be computer literate, knowledge of MS Office, Excel and Opera is essential;
• Must be able to work well under pressure and be able to multi-task;
• Must have experience in Front of House Operations Management in a five-star environment for a minimum of 3 years;
• Has the ability to satisfactorily communicate in English with guests, co-workers and management to their understanding. Additional language skills will be advantageous;
• Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential;
   

Our 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.