Guest Relations Agent / Officer

Nalu Resort & Spa is currently recruiting

Nalu Resort & Spa, a leading hospitality brand located in Rethymno – Adelianos Kampos, in the heart of Crete, proudly operates a premium, adults-only establishment featuring 136 elegantly appointed rooms. Designed as the perfect luxurious escape, Nalu Resort & Spa blends refined comfort, exceptional service, and an atmosphere of serene exclusivity.

Guest Relations & Experience

Position description:

• Welcome guests upon arrival and ensure smooth check-in and check-out processes.
• Provide personalized assistance and create memorable experiences for VIPs, long-stay guests, and returning visitors.
• Identify and anticipate guest needs, offering proactive solutions and recommendations.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Communicate special requests or guest preferences to relevant departments to ensure seamless service.
• Address guest concerns with empathy and efficiency, ensuring complete satisfaction.
• Follow up on guest feedback and ensure issues are resolved within required timelines.
• Record and report incidents or complaints to management when needed.
• Maintain accurate guest records, including preferences, feedback, and service logs.
• Assist with daily reports, guest profiles, and VIP arrival lists.
• Ensure the lobby and reception area remain clean, organized, and welcoming.
• Uphold the hotel’s brand standards through professional appearance, communication, and service behavior.
• Promote hotel facilities, events, and services to guests.
• Contribute to guest loyalty programs by explaining benefits and assisting with enrollment.

Απαραίτητα Προσόντα:

• Diploma or degree in Hospitality Management or related field preferred.
• Previous experience in guest services, minimum 2 years of experience or front office, or hospitality roles is an advantage.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a calm, professional demeanor.
• High level of customer service mindset and attention to detail.
• Ability to multitask and work under pressure.
• Proficiency in hotel management systems (e.g., OPERA, PMS) is a plus.
• Fluency in English; additional languages are an advantage.

Παροχές:

• Competitive salary
• Shared accommodation and full board
• Dynamic, friendly and supportive working environment
• Opportunities for professional growth within the company