APHI RESORTS is a member of Wavemaker Hospitality, a group with 45 years of expertise in hospitality and a diverse portfolio of more than 50 hotels.  APHI Aura, Rhodes, Autograph Collection seeks a motivated and spirited professional as a Guest Experience Manager to lead our guest journey with warmth and confidence.

 POSITION SUMMARY:

A Guest Experience Manager is crucial in creating a positive and efficient guest experience. Effective communication, leadership skills, and attention to detail are essential for success in this role.

Key job responsibilities:

• Is present at arrivals and departures.
• Provides an upscale guest service experience to guests throughout their stay.
• Is visible in the hotel outlets and interacts with guests as much as possible.
• Ensures all Loyalty Members receive their benefits
• Ensures high repeater guests, VIP’s, elderly or women travelling alone and disabled guests receive special recognition and services.
• Handles guest complaints (actively listens) in a timely and courteous manner. Reports major resolved and all unresolved incidents to the Operations Manager / Hotel Manager.
• Works alongside other hotel departments to provide a top-notch experience for guests. Especially the Housekeeping and F&B departments on matters related to arrival time and special requests.
• Coordinates and manages communication between guests and staff, and follows up to ensure guests' concerns are resolved.
• Has excellent communication with Tour Operator representatives and cooperates with the front Office Manager on all matters affecting guest satisfaction.
• Promotes and sells hotel services, e.g. room upgrades, terms packages, restaurants, shops & facilities, other hotels of the chain, etc.
• Communicates with the head of departments on a regular basis. Assists the Front Office Manager with Educational and Inspection visits.
• Assists the F&B department in the organisation of any Special Event. Assists guests in planning special occasion events, like proposals, candlelight dinners etc.
• Conducts any other responsible task requested by the hotel manager & the Rooms Division Manager, like taking on the Duty Manager shift.
• Trains Guest Experience Officers on hospitality best practices & Marriott’s standards
• Conducts daily briefings and assigns tasks to Guest Experience team, based on the needs of the daily schedule and checks on the progress.
• Ensures that Guest Experience Officer have a high level of Marriott’s standards & procedures, product knowledge of the hotel as well as the local area
• Fully aware of the hotel’s daily flow
• Monitors arrival lists on the hotels PMS system as well as on the Verity Guest System & Marriott’s GXP well in advance of the arrival day and ensures special requests have been taken under consideration
• Monitors daily enrolments in the Loyalty Program and assist in archiving the targets.
• Oversees the data collection and is responsible to keep Verity Guest System & Mariott’s GXP always updated.
• Maintains and expends guests’ data base on Verity Guest System & Mariott’s GXP for future reference.
• Merges profiles on the Verity Guest System.
• Handles guest correspondence, including pre-arrival email handling concerning guest requests
• Coordinates weddings in hotels that do not have a designated wedding planner. Is responsible for the planning, correspondence, legal documentation, updating the wedding calendar.
• Checks & replies to reviews and messages on Online Platforms like, TripAdvisor, google, Holidaycheck, Facebook etc.
• Cooperates with HQ Marketing Department and provides material regarding the promotion of the hotel through social media.
• Attends training’s as per government, company’s & Marriott’s Protocols requirement.
• Has excellent knowledge of product specifications
• Take every initiative within her/his responsibilities to ensure that guest’s satisfaction and company’s targets are always met.
• Ensures compliance with health and quality standards as well as company’s policies
• Understanding of all hotel management best practices and relevant laws and have relevant knowledge for implementation of the following systems: ISO 9001; 14001; 22000 & 45001

Requirements:

• Degree in Hospitality Management, Tourism, Business administration or related field is a plus
• Fluency in both Greek and English is required. Additional language skills are a plus
• Excellent knowledge of computer system used by the company, windows and internet facilities
• 3 years’ experience in the Hotel Industry in a luxury property, as a Guests Experience officer. A Marriott experience will be considered an advantage.
• Excellent knowledge of intercompany software. Word, Excel, Microsoft office and the internet.
• Customer service drive with outstanding communication ad active listening skills
• Excellent problem solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Good communication skills both spoken and written.
• Excellent Management skills
• Good organizational skills
• Good promotional and selling skills
• Sales and Marketing knowledge.
• Understands and follows budgeting as directed by the company.
• Excellent Supervision abilities
• Any other matter related to the maximization of financial and quality results of his/her department.

 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