Guest Experience Agent
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 Agent is responsible for delivering a consistently high level of guest service and supporting front office operations to ensure a seamless and personalized guest experience. The role focuses on proactive guest engagement, effective communication, and timely resolution of guest requests and concerns, in line with brand and service standards.
Key Accountabilities
- Deliver exceptional, personalized guest service, ensuring expectations are consistently met and exceeded.
- Welcome guests upon arrival, support the check-in process, and provide insightful information about hotel services, facilities, and local experiences.
- Anticipate guest needs and proactively offer tailored recommendations and solutions that elevate the overall stay.
- Handle guest feedback, concerns, or special requests with professionalism, empathy, and efficiency, ensuring swift and effective resolution.
- Act as a central point of communication between departments, ensuring guest preferences and requests are clearly communicated and fulfilled.
- Collaborate closely with Concierge, Housekeeping, Front Desk, and Reservations teams to ensure seamless service delivery.
- Maintain comprehensive knowledge of hotel offerings, services, and promotions to provide accurate and engaging guest guidance.
- Support front desk operations, including check-out procedures, billing inquiries, and additional guest assistance when required.
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
- Flexible and adaptable, with the ability to thrive in a dynamic hospitality environment.
- Strong communication, negotiation, and complaint-handling skills.
- Genuine passion for delivering high-quality guest experiences.
- Warm, professional, and guest-oriented personality.
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!