Guest Experience Supervisor
About us
Empiria Group owns, manages, and operates a distinctive collection of luxury hotels and villas, members of The Luxury Collection and Design Hotels™ by Marriott International, located in some of Greece’s most iconic destinations: Santorini, Paros, and the Peloponnese.
With more than 30 years of expertise and a team of over 400 associates, Empiria Group is driven by a shared purpose: to create space for joy through elevated hospitality experiences. Our culture is shaped by four core values — finding joy, always elevating, exuding passion, and leading with purpose — guiding everything we do.
At Empiria Group, hospitality is more than a profession. It is a craft, a mindset, and a journey of continuous growth.
Role Overview
The Guest Experience Supervisor will be responsible for overseeing the day-to-day operations of the guest experience team. They are ensuring that all guest interactions are handled professionally and efficiently.
Key Accountabilities
- Lead and supervise the Guest Experience team to ensure consistent delivery of high service standards and exceptional guest satisfaction.
- Oversee guest arrivals, departures, and in-house requests, ensuring efficient, seamless, and personalized service throughout the guest journey.
- Address and resolve guest complaints, concerns, and special requests promptly and professionally, ensuring effective service recovery when required.
- Monitor daily team operations to ensure full compliance with service standards, brand guidelines, hotel policies, and procedures.
- Collaborate closely with Housekeeping, Food & Beverage, and other operational departments to ensure smooth coordination and a cohesive guest experience.
- Collect, analyze, and manage guest feedback through direct interactions and online review platforms.
- Identify service gaps and improvement opportunities based on guest feedback, implementing corrective actions and follow-up measures as needed.
- Support the Guest Experience Manager in developing and implementing initiatives aimed at enhancing guest satisfaction and achieving business objectives.
- Maintain accurate and up-to-date guest profiles, tracking preferences and ensuring a personalized approach for repeat and loyal guests.
Requirements
- Minimum 2 years of experience in a similar role within 5-star hotels or high-volume luxury environments.
- Degree in Hospitality, Tourism, or a related field.
- Excellent command of the English language; additional languages will be considered a strong asset.
- Proficiency in PMS systems and Microsoft Office.
Candidate’s Profile
- Proactive, resourceful, and well-organized, with strong leadership capabilities and the ability to prioritize effectively and meet deadlines.
- Results-driven team player with a collaborative mindset and a strong sense of accountability.
- Flexible and adaptable, able to perform effectively in a fast-paced and dynamic hospitality environment.
- Genuine passion for delivering consistently high standards of guest service and experience excellence.
- Strong negotiation, communication, and interpersonal skills, with the ability to manage guest interactions professionally and diplomatically.
- Professional, approachable, and guest-focused personality, demonstrating empathy and attention to detail.
Benefits
At Empiria Group, our hotels are more than workplaces — they are environments where people grow, evolve, and find purpose.
- Staff accommodation with Wi-Fi and air conditioning.
- Half-board meal plan (Breakfast & Lunch).
- Continuous training and development opportunities.
- Career growth opportunities within Empiria Group and across Marriott International properties worldwide.
At Empiria Group we are proud to foster Equal Employment Opportunities regardless of race, color, ethnicity, religion, gender, age, disability, or sexual orientation. All applications are considered strictly confidential. After careful consideration of all the resumes received, we will only contact the candidates who meet the requirements of the job to arrange an interview.
You provide the Talent!
We provide the Space for Opportunity and Growth!