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 Service Manager to guide the dining experience from first sip to last bite.

POSITION SUMMARY:

The Service Manager is responsible for ensuring high standards of guest satisfaction by coordinating service teams and addressing guest concerns effectively. This role is critical in maintaining operational excellence, driving staff performance, and enhancing the overall guest experience.

KEY JOB RESPONSIBILITIES:

• Ensure excellent customer service is delivered consistently across all departments.
• Resolve guest complaints and issues promptly, maintaining a professional and empathetic approach.
• Train, mentor, and evaluate service staff to uphold hotel standards and procedures.
• Monitor guest feedback through surveys and reviews, and implement improvements based on insights.
• Manage scheduling, staffing, and resource allocation for service departments.
• Uphold safety, hygiene, and brand compliance standards across service areas.
• Collaborate with the F&B Manager to develop and implement service improvement initiatives.
• Address and resolve any concerns or complaints promptly and effectively.
• Maintain clear and open communication with other hotel departments to ensure seamless guest experiences.
• Ensure compliance with all company policies and procedures, including health and safety regulations, data protection, and security procedures.

REQUIREMENTS:

• Bachelor’s degree in hospitality management or related field preferred.
• 3+ years of experience in hotel F&B services, with at least 1 year in a supervisory role.
• Strong leadership, communication, and problem-solving skills.
• Good knowledge in hotel management systems (e.g., Protel).
• Passion for customer service and hospitality excellence.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests and staff.
• 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
• Fluent in English; additional languages a plus.
• Good computer knowledge

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