Guest Experience Manager

Guest Experience Manager-
- JR-04168RoomsFull timeSeasonalMandarin Oriental, Costa Navarino- Mandarin Oriental, Costa Navarino is looking for a Guest Experience Manager to join our Front of House team, for season 2026.- Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.- Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.- Mandarin Oriental, Costa Navarino is located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport. The beachfront resort comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

** About the job**
- Based at Mandarin Oriental, Costa Navarino within the Front of House Department in Pylos, Messenia, Greece, the Guest Experience Manager will have a key role being responsible for providing exceptional service from pre-arrival to departure to our guests. All pre-arrangements, preferences and guests’ requests need to be attended to in a courteous and efficient manner in accordance with Legendary Quality Experiences. For this role we require excellent managerial skills and competence in Concierge and Guest Relations, as well as basic knowledge in Front Desk operations. The Guest Experience Manager reports to the Front of House Manager.

** As Guest Experience Manager**, you will be responsible for the following duties**:

- Provide courteous, efficient service and ensure guest satisfaction from pre-arrival to departure in line with MOHG Legendary Quality Experiences and Forbes standards.
- Support colleagues and conducts on-the-job and development training for Guest Experience Team, evaluates their performance, and ensures efficient and high-quality service processes.
- Coordinate the team to ensure continuity of personalized and anticipatory service across the guests’ stay, as well as recognition to our Fans of MO.
- Responsible for maintaining the highest quality database relating to Guest History and for results from the Guest Satisfaction and Surveys
- Act as a reference figure and genuinely interact with our guest upon arrival, during their stay and at departure, creating meaningful connections.
- Be in charge of personally assisting the VIP members of our recognition program.
- Handle a personalized pre-arrival correspondence and collect guests’ preferences, needs and further relevant information.
- Suggest and craft memorable local experiences aligned with guests’ interests and preferences.
- Create MOWow Moments, coordinate special occasions and handle amenities that surprise and inspire our guests.
- Assist the team with check-ins and check-outs if necessary.
- Handle guest billing, invoices and payments in compliance with Hotel policies.
- Have an accurate overview and organization about upcoming VIP stays, and be able to report each VIP guest’s plans to high management.
- Keep monitored stock and procurement, as well as P&L of the department in collaboration with management.
- Organize and attend morning/afternoon briefings, report complaints or emergencies, and ensure efficient departmental handovers.
- Maintain constructive relationships and collaborate with other Heads of Department to plan procedures and project to elevate guest service.
- Perform as Manager on Duty and member of Hotel Emergency Team.
- Support the rest of Front of House Management in daily operations.
- Perform other reasonable duties assigned by management.-
- **As Guest Experience Manager,** we expect from you**:

- Valid EU Passport or Hellenic Residence Permit.
- Minimum 2-year experience in the luxury hospitality industry in the same or similar managerial position.
- Previous experience as Concierge, Guest Service or Guest Relations in luxury hotels.
- Proficiency in English. Greek or an additional language is preferred.
- Excellent interpersonal and communication skills whether verbal or non-verbal.
- Strong organizational and multi-tasking skills with high attention to detail.
- Good computer skills. HMS, Alliants or Alice knowledge is preferred.
- Charming and outgoing personality with elegant manners and grooming.
- Open-minded and positive leadership with result-oriented managerial skills.
- Able to perform tasks that demand high energy level.
- Be available for weekends and public holidays.
- Driving license is required.-
- **Our commitment to you**- Learning & Development. Your success is our su