Guest Services Manager

Hotel: Phāea Blue, a member of Small Luxury Hotels of the World

The Guest Services Manager at PHĀEA acts as a key support to the Front Office Manager while also overseeing the guest relations and concierge services. This role is central to ensuring operational excellence at the front desk, coordinating guest services, and contributing to the delivery of luxury experiences that align with PHĀEA's vision for timeless Greek hospitality.

About Phāea

PHĀEA is a leader in the Greek hospitality industry, bringing an authentic approach to experiential travel and luxury – one that is inspiring yet effortless, elevated yet conscious, highly curated yet understated.

Born in Crete, PHĀEA comprises a collection of properties – Phāea Blue, a member of SLH, Phāea Cretan Malia, a member of Design Hotels, Village Heights Resort and Koutouloufari Village Holiday Club. These properties blend bold design, responsible living, and authentic experiences, immersing visitors in the genuine Greece. PHĀEA is expanding to introduce undiscovered Greek destinations into its portfolio.

Together, we are on a journey of learning and evolution, where every day is an opportunity to develop new skills, to embrace new experiences, and to take another step forward towards our vision of an altogether kinder hospitality.

At PHĀEA, we apply principles of equal treatment and equal opportunities and are committed to creating a working environment that promotes respect, diversity, and inclusion.

PHĀEA is proud to be Great Place To Work® – Certified™, reflecting our commitment to an inclusive, welcoming and people-centered work environment.

Culture Fit

• Contribute to the curation of extraordinary, guest-centric, luxury and meaningful travel experiences that tell the story of a truer, more timeless Greece.
• Contribute to a culture of collaboration by crafting authentic relationships and encouraging the personal and professional growth.
• Engage with and support the values of Phāea – Consciousness – Innovation and Community - through your day-to-day work and your interaction with team members and guests.

Job Fit- Responsibilities

• Assist the Front Office Manager in implementing and communicating the brand strategy within the Front Office department, ensuring alignment with organizational goals and objectives.
• Collaborate with the Front Office Manager to establish policies and procedures for the Front Office team that uphold and promote the company's standards of hospitality and professionalism.
• Assist in leading, mentoring, and managing the Front Office team, fostering a collaborative and efficient work environment.
• Support the Front Office Manager in overseeing the training, performance review, and retention of key Front Office team members, ensuring high standards of service delivery.
• Enhance interdepartmental collaboration, ensuring the Front Office team's strategies support all aspects of guest satisfaction and operational efficiency.
• Oversees all front office operations from prearrival to departure to ensure smooth guest experiences and maximize guest satisfaction.
• Coordinate efficiently with internal and external parties to manage guest requests, including dining reservations, transportation arrangements, and any special preferences, ensuring a smooth and enjoyable experience.
• Cultivate and uphold strong partnerships with local vendors and service providers to offer guests exclusive and memorable local experiences.
• Address and resolve any guest complaints or concerns swiftly and professionally, with a focus on ensuring satisfaction and turning challenging situations into opportunities for service excellence.
• Utilize a comprehensive understanding of guest profiles and preferences to strategically upsell higher-category rooms, enhanced services, and distinctive hotel amenities, thereby elevating the guest experience and contributing to an increase in the hotel's Average Daily Rate (ADR).

Requirements

• Experience in front office and guest relations roles within a high-end hospitality environment.
• Proficiency in property management systems (Opera) and MS Office.
• Excellent communication and interpersonal skills.
• Strong leadership and team management skills.
• Ability to handle guest inquiries, complaints, and feedback effectively.
• English language proficiency.

Nice-to-Have:

• Bachelor’s degree in hospitality management or a related field.
• Experience in international luxury brands.
• Additional language proficiency.

Benefits

• Comprehensive hospitality and department-specific training.
• Qualification-Linked Compensation Package.
• Opportunities for career advancement.
• Supportive and welcoming work atmosphere.
• A wide variety of benefits