Team Leader, Guest Experience

About the role

Costa Navarino, a destination in Messinia with four 5-star resorts, four golf courses, many restaurants, bars and shops, is looking for a Team Leader, Guest Experience for The Romanos, a Luxury Collection Resort. You will support the Guest Relations team in delivering seamless, personalized service, coordinate daily operations, ensure smooth shifts and keep high service standards, taking a proactive approach to guest needs, special occasions and operational challenges.

Key responsibilities

• Welcome and farewell guests in the lobby and help with amenities and room escorts
• Inform guests about the resort, local attractions and services
• Assist with guest celebrations and special arrangements
• Support handling and follow-up of guest requests, concerns and complaints with other departments
• Prepare welcome and departure letters
• Take part in breakfast and dinner rounds and assist with special requests
• Encourage guests to leave online reviews
• Follow health and safety rules, hotel policies, SOPs and brand standards, attend training and stay up to date on hospitality trends

Required profile

• Strong guest service skills focused on memorable experiences
• Excellent communication and interpersonal skills
• Leadership and supervisory skills, able to guide, motivate and coach the team
• Organizational and time management skills, able to multitask, prioritize and delegate
• Calm, professional handling of difficult or stressful situations
• Problem-solving and decision-making skills
• Flexibility to work varied shifts, including weekends and peak periods

Required skills

• Good knowledge of Opera PMS, GXP and other hotel systems and software
• Ability to follow brand standards, policies and SOPs
• Ability to give constructive feedback and support team training and development

What we offer

• Private medical plan
• Accommodation near Costa Navarino for eligible associates
• Meals provided on site
• Uniform and laundry service (where applicable)
• Ongoing training and development, task force assignments at Marriott hotels abroad, and a multicultural international environment
• Use of resort facilities, access to the online wellness platform, wellbeing initiatives, employee discounts and associate benefits worldwide