Ella Resorts is a unique collection of luxury eco-chic resorts in the wider Mediterranean region, with a portfolio consisting of 5 seaside lifestyle resorts in Rhodes, Corfu and Crete. Each property assimilates and is designed to highlight the unique characteristics of its host location within a carefully selected setting rich in Greek history, culture, and stunning landscapes. In order to support our rapid growth we are seeking to hire an experienced and visionary Guest Service Manager.

Position Summary

Our new GSM will be an ambassador of our Service Excellence Culture at our fully renovated resort in Crete, Rocrita Lifestyle Beach Resort, which is located in the charming area of Mochlos, Crete. Our hotel is a haven for travelers seeking a refined and inspirational stay with their loved ones, and will be opening its doors for the season 2025.

The GSM 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 & 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

• 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

• 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 in 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.