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Director of Guest Experience

Costa Navarino, Greece, Greece, 240 01

Director of Guest Experience

  • Costa Navarino, Greece
  • Rooms Division
  • Full time

We are looking for a Director of Guest Experience to join our pre-opening team at Mandarin Oriental Costa, Navarino.

Mandarin Oriental, Costa Navarino will be located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport.

The beachfront resort will be part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It will comprise 99 guest rooms, including 48 pool villas, all with outdoor terraces and sea views, along with five restaurants and bars.

Mandarin Oriental, Costa Navarino will position itself as an exclusive resort hideaway in Greece, providing the best of barefoot luxury art of living.

Mandarin Oriental, Costa Navarino will differentiate themselves from other resorts through a flawless execution paired with offering of creative bespoke experiences tailormade for each guest. Exceptional staff will truly delight and satisfy each and every guest with our exemplary Legendary Quality Services emphasizing a sense of place mixed with our Oriental heritage.

The Director of Guest Experience will create, develop, coordinate internal and external guest experiences for resort guests (inside and outside) to make the most of their stay at the resort. The position will also oversee the Managers and Supervisors on Duty including the night management overseeing the Emergency Response Team. Finally, the position will oversee all day-to-day of the Front Office Operations.

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the Guest Experience and Front of House operations. Be pro-active, creative and results driven.  This position provides direction and leadership to the Front of House team to meet and exceed guest experiences and satisfaction and maximize revenue opportunities and guest satisfaction levels to the standards set by the Group.

The Director of Guest Experience reports directly to the Resort Manager. The position of Guest Experience Manager, Managers on Duty and Supervisors on Duty report directly to the Director of Guest Experience.

The Director of Guest Experience will be responsible for:

  • Ensure smooth running of the Guest Experience and Rooms Front of House operations and maintain standards:
  • To create, develop, coordinate internal and external guest experiences for resort guests to make the most of their stay at the resort.
  • To supervise the function of all Front of House employees, facilities and financial performance to ensure maximum departmental profit and cost efficiency is achieved.
  • To control and analyse, on an on-going basis, in order to optimise the following:
    • Quality levels of products and service
    • Guest Satisfaction
    • Quality Measurements (such as LQE & MO Pillars)
    • Financial Performance
    • Hygiene and cleanliness
  • To ensure maintenance and programming of all Rooms IT systems.
  • To ensure that all hardware is operational and updated.
  • To organize annual maintenance of the contingency systems that supports IT&T equipment and systems.
  • Identify Guest Experience and Rooms technology trends that might be suitable and appropriate for the operation
  • To participate in public relation activities or promotional activities designed at enhancing the image and profitability of the food and beverage department of the hotel.
  • To work with Sales and Public Relations to manage the roll out of the annual promotional schedule of guest experiences and to create new experiences to our guests.
  • To encourage usage of Social Media for Guest Experience brand awareness, guest feedback and increased revenues and assess outcome.
  • To monitors and analyse the competitors operations in order to assess their activities and trends and to ensure that we keep getting better to keep us the best.
  • To review and analyse market trends globally and locally in order to keep up to date in our operation.
  • To carry out any other reasonable request as directed by your General Manager/ Resort Manager/ Management.
  • To ensure that all finance procedures in the Front of House follow the MOHG guidelines and Finance’s department including the handling of third part operators and the sister resorts.
  • To participate in the preparation of the annual budget and marketing plan, taking ownership for the Guest Experience labor and Marketing sections.
  • To prepare Rooms annual Capex plan and management of Capex projects and expenditure.
  • Maintaining Standards

What are we looking for?

  • Experience with Guest Relations/ Butler programs in resort is preferred.
  • Must be highly numerate and able to work comprehensively with spreadsheets and budgeting packages.
  • Excellent command of both written and spoken English. Greek is preferred.
  • Excellent forward planning and decision making skills
  • Experience in dealing with a multi-cultural environment and people oriented
  • Experience in developing teams and individuals
  • Experience in quality driven projects
  • Excellent leadership, analytical and organizational skills
  • Ability to handle pressure in a fast-paced environment
  • Excellent interpersonal skills and excellent communication skills whether verbal, written or non-verbal
  • Excellent project management
  • Approachable, open minded and fair
  • Flexible and with high energy level
  • Must be able to work independently


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