Guest Service Agent - SPA
Ella Hotels and Resorts, Greece
Job Description
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 amp; family resorts on the islands of Rhodes, Corfu amp; 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 Spa Guest Service Agent, as a key member of the Spa Team, supports the promotion of the Wellness facilities and services and offers concierge services delivering world class guest experience. The Spa Guest Service Agent serves as the communication channel between the Wellness team and the hotel guests, promoting the spa services, activities and retail items to the guests, handling requests, reservations and guest complaints.
Scope
- Performs Public Relations duties for the Spa amp; Fitness and builds strong rapport with the guests
- Welcomes guests upon arrival and provides general spa orientation
- Has a thorough knowledge of the Wellness offering, actively promoting it
- Provides detailed information on spa services, retail items, activities, facilities, and marketing actions
- Provides accurate, appropriate, and immediate response to all requests by guests, ensuring complete guest satisfaction
- Courteously answers comments concerning the spa on social media and online platforms
- Handles customer complaints and feedback and ensures that all comments are dealt with appropriately and in a timely manner and reports to the Spa Manager
- Suggests action plans for improved guest journey
- Performs promotional actions within the resort premises, as per the Spa ‘s marketing plan
- Performs Spa Reception duties when required and assists the operation of all wellness departments
- Takes reservations, makes follow-up calls, reservation confirmations and upsells to boost spa profitability
- Updates the reservations/cancellations list throughout the day, informs providers of last-minute changes, and resolves scheduling issues as needed
- Follows all company policies and spa operation procedures
- Maintains complete confidentiality in all guest matters in accordance with company policy
Requirements
- Three or more years working experience in a Guest Relations role at a 5-star hotel
- Degree/Diploma in Tourism
- Excellent knowledge of the English language
- Spa Experience in not required but will be considered a plus
- 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
- Friendly, outgoing, pleasant, client oriented
Benefits
- Accommodation amp; daily meal
- Competitive remuneration package amp; 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.