Guest Experience Manager
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 Manager is responsible for overseeing the daily operations of the guest experience team. The ideal candidate ensures that guest service standards are consistently applied while adhering to all hotel and departmental policies and procedures.
Key Accountabilities
- Manage the Guest Experience department, leading and evaluating team performance to ensure consistently high service standards and guest satisfaction levels.
- Design, implement, and monitor guest experience strategies and initiatives in alignment with the hotel’s objectives and brand standards.
- Lead the recruitment, onboarding, training, and ongoing development of the Guest Experience team, fostering a culture of service excellence and accountability.
- Handle escalated and complex guest complaints or service issues, ensuring effective resolution, service recovery, and guest loyalty.
- Collaborate closely with Food & Beverage, Housekeeping, Front Office, and other operational departments to deliver a seamless end-to-end guest journey.
- Monitor, analyze, and interpret guest feedback through direct interactions and digital review platforms, identifying trends and areas for continuous improvement.
- Establish, track, and report on guest satisfaction KPIs, ensuring adherence to service standards, policies, and operational procedures.
- Develop and maintain guest loyalty initiatives, ensuring returning and repeat guests receive a personalized and consistent level of service.
- Oversee special guest services, ensuring VIP and high-profile guests receive exceptional attention and tailored experiences.
- Prepare and present regular reports to hotel management on guest satisfaction performance, team effectiveness, and improvement opportunities.
Requirements
- Minimum 3 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 and resourceful, with the ability to prioritize effectively and meet deadlines in a dynamic environment.
- Strong organizational, leadership, and team management skills, with the ability to motivate and guide high-performing teams.
- Flexible and adaptable, able to respond effectively to a variety of operational and guest service situations.
- Genuine passion for delivering consistently high standards of guest service and experience excellence.
- Professional and approachable personality, supported by excellent communication and negotiation skills.
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!