Guest Experience Agent - Κως - Wavemaker Hospitality

Περιγραφή

Don't ride the wave. Be the one who starts it.

Wavemaker Hospitality, the leading hotel company in Cyprus and Greece, is expanding its operations. We are looking for an experienced and talented individual as a Guest Experience Agent to join the award-winning Atlantica Marmari Beach in Kos island for the season 2025.

Responsibilities

•  Oversee the day-to-day operations of the guest relations department, including managing staff schedules, ensuring coverage 24/7, and overseeing the delivery of exceptional service to all guests.
• Work closely with other departments to ensure seamless coordination in handling reservations.
• Address and resolve any concerns or complaints promptly and effectively.
• Act as a liaison between guests and other departments to ensure prompt resolution of problems.
• Foster a culture of excellence among guest relations staff, providing training, coaching and guidance
• Monitor guest feedback and reviews, respond to guest comments and take proactive steps to address and eliminate potential issues.
• Maintain accurate records and handle administrative tasks related to the guest services department, including budgets, inventory management, and performance reporting.
• Ensure compliance with all company policies and procedures, including health and safety regulations, data protection, and security procedures.
• Managing the CRM and Loyalty Club system, including registration of new members and ensuring guest data accuracy.

Requirements

• Bachelor's degree in hospitality management, business administration, or related field.
• Minimum of 3 years of experience in a management or supervisory role of a similar position
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and other stakeholders.
• Strong organizational, time-management skills, problem-solving and decision-making skills, with the ability to handle complex and/or escalated guest issues and find creative solutions
• Knowledge of hospitality industry best practices, including customer service and guest experience.
• Fluent in written and spoken English & German.

Benefits

• Competitive salary and other benefits (as per local legislation)
• Advanced opportunities for professional growth
• Accommodation (if necessary) and board
• Participation in educational programs
• Diverse and multicultural environments
• Professional skills development