Guest Service Supervisor

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 Supervisor

The Guest Service Supervisor oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents management in resolving guest related situations. Supervises the flow of questions and directs guests within the lobby and handles the tracking of service issues.

Scope:

• Reports to Guest Service Manager
• Utilizes interpersonal and communication skills to lead, influence, and encourage. others; advocates sound financial/business decision making; demonstrates. honesty/integrity; leads by example
• Supervises and manages employees. Supervises all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence
• Provides services that are above and beyond for customer satisfaction and retention
• Supervises day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily
• Responds to and handles guest problems and complaints
• Empowers employees to provide excellent customer service
• Participates in the development and implementation of corrective action plans to improve guest satisfaction
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Performs Front Desk duties in high demand times

Requirements

• Three or more years working experience in a similar role in the luxury hospitality sector (5* Hotels). Protel experience preferred.
• Degree / Diploma in Hospitality/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 guest service
• Negotiation and excellent Communication skills
• Pleasant personality, customer 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.