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 KALLI in Chania, Crete seeks a motivated and spirited professional as an Guest Experience Executive to lead our guest journey with warmth and confidence.

POSITION SUMMARY:

As a Guest Experience Executive, you will be responsible for providing exceptional customer service to hotel guests, addressing their needs and ensuring a positive experience throughout their stay. You will liaise between guests and various hotel departments to fulfil requests and resolve issues promptly.

KEY JOB RESPONSIBILITIES:

• Welcome guests upon arrival, assist with check-in, and provide information about hotel services and amenities.
• 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.
• Respond to guest inquiries, requests, and concerns professionally and courteously.
• Anticipate and fulfil guest needs to enhance their overall experience.
• Monitor guest feedback and reviews, respond to comments, and take proactive steps to address and eliminate potential issues.
• Maintain clear and open communication with other hotel departments to ensure seamless guest experiences.
• Support the Guest Relations Manager in maintaining all information and data up to date in the CRM and Loyalty Club system
• Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Handle emergencies or crises, ensuring the safety and well-being of guests.
• Ensure compliance with all company policies and procedures, including health and safety regulations, data protection, and security procedures.

REQUIREMENTS:

• Bachelor's degree in hospitality or business administration, or related field.
• Previous experience in a guest service or front desk role is desirable.
• 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 English & German; additional languages a plus.
• Familiarity with hotel reservation systems.

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