Guest Experience Manager

Responsibilities

• Manage the Guest Experience department and evaluate team performance
• Design and implement guest experience strategies aligned with brand standards
• Lead recruitment, onboarding, and training for the Guest Experience team
• Handle escalated guest complaints and ensure effective service recovery
• Collaborate with F&B, Housekeeping, and Front Office for a seamless guest journey
• Monitor and analyze guest feedback from digital review platforms
• Track and report on guest satisfaction KPIs to hotel management
• Oversee VIP and high-profile guest services to ensure tailored experiences

Requirements

• Minimum 3 years of experience in 5-star hotels or luxury environments
• Degree in Hospitality, Tourism, or a related field
• Excellent command of English
• Proficiency in PMS systems and Microsoft Office
• Strong leadership and team management skills
• Proactive and resourceful mindset

Benefits

• Staff accommodation with Wi-Fi and air conditioning
• Half-board meal plan (Breakfast & Lunch)
• Continuous training and development opportunities
• Career growth opportunities within Empiria Group and Marriott International

About the Company

Empiria Group owns and operates a distinctive collection of luxury hotels and villas, including members of The Luxury Collection and Design Hotels™ by Marriott International, across Greece.