Welcome Desk (Receptionist) Team Leader for W Costa Navarino (2024)
Costa Navarino, Greece
Job Description
Costa Navarino is in Messinia in the southwest Peloponnese, in one of the most unspoiled and breathtaking landscapes in the Mediterranean. It is currently home to four 5-star deluxe hotels, The Romanos, a Luxury Collection Resort and The Westin Resort at Navarino Dunes, W-Costa Navarino at Navarino Waterfront and Mandarin Oriental Costa Navarino at Navarino Bay.
In the coming years, more upscale branded hotels will be added to our portfolio, both in Messinia and Athens, including the re-launch of the former Athens Hilton.
W Costa Navarinois seeking a capable and outgoing Welcome Desk Team Leader. The successful candidate needs to have excellent communication and organization skills and a high ability to multitask.
Responsibilities
- Responsible for providing professional and customer focused service to our guests, ensuring the creation of memorable experiences.
- Ensure that reception shifts run smoothly and efficiently, providing outstanding guest service, assisting Welcome Desk Agents, Guest Relations Agents, and Concierge.
- Check in/ Check out according to Marriott Brand Standards amp; legal requirements.
- Ensure guest credit is monitored via Credit Limit procedure.
- Provide accurate information about local attractions and services.
- Liaise with relevant departments, including housekeeping and maintenance to address any problems or complaints made by guests.
- Welcome, recognize and thank Marriott Bonvoy members for their loyalty and deliver all benefits according to tier. Monitor / audit MBV enrollments ratio.
- Monitor Room amp; HB upselling as per procedure and financial targets.
- Complaint handling on a first contact resolution basis.
- Listen and respond to guest queries.
- Assist in training new staff members, coach them and monitor their performance.
- Coordinate the Welcome Desk team at all times, handling associates duties, delegation of tasks amp; planning of breaks. Ensure smooth hand over to next shift.
- Ensure quality of data is maintained within the property management system enabling accurate guest history and sales information.
- Monitor Guest Satisfaction survey results and Social Media Reviews. Determine areas of improvement and relevant action plans. Actively promote the online reputation of the hotel by encouraging guests to post reviews on social media.
- Follow all Hamp;S rules, hotel policies, SOPs and Brand Standards at all times. Guide and encourage team to do the same.
- Attend all trainings and seminars provided by the company and continuously remain updated for all trends and market news
Requirements
- Bachelor’s Degree (BA/BSc)
- Excellent knowledge of Opera PMS
- Excellent knowledge of Marriott platforms
- Excellent knowledge of English amp; local language. Additional language is considered an asset
- Excellent knowledge of Marriott Bonvoy loyalty program
Benefits
- Competitive compensation package
- On going training opportunities
- Accommodation in the vicinity of W Costa Navarino (for non Messinians)
- Meals within the premises
- Private Medical Plan
- Use of Costa Navarino Facilities, according to the relevant policies