Guest Relations Manager

Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Mandarin Oriental, Costa Navarino

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 is part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

Scope of Position:

The Guest Relations Manager acts as the “owner” of the guest database and is responsible for the delivery of amenities and for ensuring that guest preferences are met, while pleasing and exceeding guest expectations. The Guest Relations Manager will meet, greet, and escort all guests and ensure that the guest is pleased and satisfied throughout their stay from arrival, during the stay and upon their departure.

Duties & Responsibilities:

• Acts as a liaison with all resort guests and caters for special needs and requirements.
• Meets all guests and escorts them to their rooms.
• Is responsible for physical inspection of all V.I.P. rooms, prior to the arrival of the guests.
• Coordinates all amenities with the Executive office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales.
• Acts as the key person stationed in the lobby to welcome and greet guests upon arrival and departure.
• Maintains the highest quality database relating to Guest History and implements guest recognition programs in line with the Mandarin Oriental guidelines.
• Is accountable for results from the Guest Database audit, Guest Satisfaction and Surveys, in areas relating to the Guest Recognition Program.
• Administers the incentive schemes for guest recognition.
• Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction.
• Achieves and maintains high guest retention ratio.
• Acts as Assistant Front Desk Manager if needed.

Mandatory Requirements:

• EU Passport or valid Residence Permit is mandatory in order to work in Greece.
• 2-4 years experience as a Front Office or Guest Relations Manager.
• Degree in Hospitality Management or relevant.
• Fluency in English. Greek or any other additional language will be considered as a plus.
• Strong overall computer literacy, not limited to MS Office.
• Prior experience in opening a luxury hotel environment will be taken into consideration.
• Night shifts included.

Behavioural skills / Attributes:

• Ability to work in a dynamic environment.
• Excellent interpersonal and managerial skills.
• Customer focused and team oriented.
• Flexibility and adaptability, with high energy level.
• Ability to effectively organize and manage multiple projects and priorities.
• Highly self-motivated and detail-minded.

Benefits:

We offer exciting benefits including and not limited to :

• Accommodation provided.
• Medical Private Insurance for all Colleagues.
• Free meals at Colleagues' Dining.
• Laundry of uniforms.
• Colleague recognition and reward program.
• Learning & Development Program.
• Colleague Social events and Wellness programs.
• Workplace Support line that covers all pillars of wellness for colleagues.
• Various discounts provided within the Resort and in the nearby area.
• Task force Opportunities across the Group of Mandarin Oriental.