guest experience manager

Atlantica Hotels & Resorts, a member of Wavemaker Hospitality, is the Group’s largest hotel brand in Greece and Cyprus, managing over 40 properties across 10 destinations. With more than 45 years of experience, Atlantica Hotels & Resorts is a prime example of innovation, offering a dynamic work environment.
For the 2026 season, we seek an experienced and talented individual to join the award-winning Atlantica Belvedere 5* Hotel in Kos Island as a Guest Experience Manager.

 POSITION SUMMARY:

A Guest Experience Manager is crucial in creating a positive and efficient guest experience. Effective communication, leadership skills, and attention to detail are essential for success in this role.

Key job responsibilities:

• Is present at arrivals and departures.

• Provides an upscale guest service experience to guests throughout their stay.

• Ensures high repeater guests, VIP’s, elderly or women travelling alone and disabled guests receive special recognition and services.

• Handles guest complaints (actively listens) in a timely and courteous manner. Reports major resolved and all unresolved incidents to the Operations Manager / Hotel Manager.

• Works alongside other hotel departments to provide a top-notch experience for guests. Especially the Housekeeping and F&B departments on matters related to arrival time and special requests.

• Has excellent communication with Tour Operator representatives and cooperates with the front Office Manager on all matters affecting guest satisfaction.

• Assists the F&B department in the organisation of any Special Event. Assists guests in planning special occasion events, like proposals, candlelight dinners etc.

• Conducts daily briefings and assigns tasks to Guest Experience team, based on the needs of the daily schedule and checks on the progress.

• Fully aware of the hotel’s daily flow

• Monitors daily enrolments in the Loyalty Program and assist in archiving the targets.

• Handles guest correspondence, including pre-arrival email handling concerning guest requests

• Coordinates weddings in hotels that do not have a designated wedding planner. Is responsible for the planning, correspondence, legal documentation, updating the wedding calendar.

• Checks & replies to reviews and messages on Online Platforms like, TripAdvisor, google, Holidaycheck, Facebook etc.

• Cooperates with HQ Marketing Department and provides material regarding the promotion of the hotel through social media.

• Has excellent knowledge of product specifications

• Take every initiative within her/his responsibilities to ensure that guest’s satisfaction and company’s targets are always met.

• Ensures compliance with health and quality standards as well as company’s policies

• Understanding of all hotel management best practices and relevant laws and have relevant knowledge for implementation of the following systems: ISO 9001; 14001; 22000 & 45001

Requirements:

• Degree in Hospitality Management, Tourism, Business administration or related field is a plus

• Fluency in both Greek and English is required. Additional language skills are a plus

• Excellent knowledge of computer system used by the company, windows and internet facilities

• 3 years’ experience in the Hotel Industry in a luxury property, as a Guests Experience officer. 

• Excellent knowledge of intercompany software. Word, Excel, Microsoft office and the internet.

• Customer service drive with outstanding communication ad active listening skills

• Excellent problem solving and multitasking skills

• Leadership skills along with the ability to motivate a team into high performance

• Ability to work flexible hours

• Good communication skills both spoken and written.

• Excellent Management skills

• Good organizational skills

• Good promotional and selling skills

• Sales and Marketing knowledge.

• Understands and follows budgeting as directed by the company.

• Excellent Supervision abilities

• Any other matter related to the maximization of financial and quality results of his/her department.

 Benefits:

• Competitive salary and other benefits (as per local legislation)

• Advanced opportunities for professional growth

• Accommodation (if necessary) and board

• Participation in educational programs

• Diverse and multicultural environments

• Professional skills development