Guest Service Agent

Ella Resorts is a newly established hospitality management company, boasting a collection of eco-chic hospitality properties. In 2024, Ella Resorts will be operating a portfolio of 7 lifestyle & family resorts on the islands of Rhodes, Corfu & Crete, offering exceptional quality and service excellence. In order to support our rapid growth we are seeking to hire:

Guest Service Agent

Position Summary

The Guest Service Agent supports the daily operation of the Guest Service Centre, and roves concierge services, in line with the strategy to support hospitality, destination marketing/partnerships, retail services and hotel initiatives. A key element to this role is planning, managing day to day operations, and enhancing the delivery of world class guest experience.

Scope

• Deliver in-village services, private client services and commercial event delivery
• Oversees in village guest experience supervision and first escalation for the day-to-day operation
• Reporting on key data including guest feedback and utilize the data to propose action plans and improved guest journeys
• Oversees messaging, engagement, complaint handling and promotion with all guests
• Proactively plan for all key trading events, hotel’s initiatives, and peak periods in line with the commercial calendar
• Identifies opportunities for the introduction of new services and enhancements to current services
• Manages customer complaints and feedback, to ensure that all comments are dealt with appropriately, collated and reported to the business in a program of continuous improvement
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Performs Front Desk duties

Requirements

• Three or more years working experience in a similar role at a 5-star hotel
• Degree/Diploma in Tourism
• Excellent knowledge of English language
• A second language (French, German, Russian, or Italian) will be considered as a plus

Position Attributes

• Flexibility to respond to a range of different work situations
• Passion for delivering exceptional levels of services
• Negotiation and excellent communication skills
• Pleasant personality, client oriented

Benefits

• Accommodation & daily meal
• Competitive remuneration package & benefits
• Continuous training
• Career prospects on a transparent working environment
• Company team events
• Collaborative working environment

Ella Resorts are dedicated in providing exceptional guest experiences across its brand and our amazing Team members are at the heart of it.

Join us today to build our future together.

All applications will be acknowledged and treated as strictly confidential.