Guest Experience Manager | One&Only Aesthesis, Athens

Guest Experience Manager | One&Only Aesthesis, Athens 
(21416)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary
The Guest Experience Manager reports directly to the Director of Rooms and serves as the primary point of contact throughout all stages of the guest journey, including pre-arrival, in-house, and post-stay experiences. The main objective of this role is to ensure that guest expectations are not only met but consistently exceeded throughout their stay. Working closely with the Front Office Manager and Executive Housekeeper, the Guest Experience Manager ensures seamless coordination across departments, enabling colleagues to provide memorable experiences and equipping the team with the tools, guidance, and support needed to succeed. The role fosters a culture of service excellence, anticipates guest needs, and continuously seeks opportunities to enhance the overall guest experience.

Key Duties and Responsibilities

• Lead the Guest Experience Department, including Guest Experience Agents, Concierge, and Connectivity Centre teams, ensuring exceptional service delivery throughout the guest journey in alignment with the One&Only Four Pillars. 
• Drive guest satisfaction, loyalty, and retention by creating memorable and personalized experiences that consistently exceed guest expectations. 
• Review, analyze, and interpret guest feedback, comments, online reviews, and satisfaction survey results, identifying trends and implementing action plans to continuously improve service standards and guest satisfaction scores. 
• Review guest satisfaction metrics regularly with the team and collaborate with operational leaders to address opportunities for improvement. 
• Maintain a high level of visibility throughout the resort, especially during peak arrival, departure, and operational periods, engaging proactively with guests and colleagues. 
• Act as a key escalation point for guest concerns, ensuring complaints, requests, and service recovery actions are handled promptly, professionally, and effectively. 
• Ensure all guest feedback, concerns, and service recovery opportunities are reviewed and communicated during daily operational meetings. 
• Promote and champion the One&Only Four Pillars across the department, fostering a culture of continuous improvement and service excellence. 
• Manage all pre-arrival, in-house, and post-departure guest communications, ensuring timely, personalized, and professional interactions. 
• Ensure guest profiles, preferences, special occasions, and historical information are accurately maintained and effectively communicated to relevant departments prior to guest arrival. 
• Communicate guest arrivals, VIP requirements, preferences, and special requests to operational teams to ensure seamless execution. 
• Conduct pre-arrival inspections of VIP accommodations, amenities, and guest arrangements to ensure readiness and attention to detail. 
• Monitor response times and service quality standards, ensuring all guest correspondence is responded to within established timelines. 
• Maintain comprehensive knowledge of resort facilities, services, experiences, room categories, and rate structures to effectively promote and recommend offerings. 
• Partner closely with the Front Office Manager and Executive Housekeeper to ensure seamless coordination of the guest experience across all touchpoints. 
• Build and maintain strong working relationships with all departments to support operational excellence, collaboration, and efficient problem resolution. 
• Promote resort experiences, activities, and facilities to maximize guest engagement and revenue opportunities. 
• Monitor and communicate VIP movements, group arrivals, and special events to ensure coordinated service delivery. 
• Ensure departmental compliance with company policies, standards, procedures, and luxury hospitality operating requirements. 
• Conduct regular audits and quality reviews of guest experience standards, including LQA requirements related to Guest Experience, Concierge, and Butler services. 
• Support regular inspections of the property to maintain the highest standards of presentation, safety, cleanliness, and service readiness.
• Lead, coach, and develop the Guest Experience team, creating a culture of excellence, accountability, and continuous learning.
• Drive employee engagement within the department through effective communication, recognition, development initiatives, and team-building activities.
• Conduct regular training sessions to enhance service delivery, product knowledge, and luxury hospitality standards.
• Monitor and enforce departmental grooming and presentation standards.
• Evaluate staffing requirements, prepare schedules, and ensure adequate departmental coverage based on business demands and occupancy levels.
• Support recruitment activities, including interviewing, selecting, onboarding, and retaining talented team members.
• Identify succession planning and development opportunities, supporting colleagues in achieving their career goals and professional growth.
• Foster an environment of mutual trust, respect, teamwork, and collaboration among all colleagues.
• Participate in performance management, coaching, and disciplinary processes in line with company policies.
• Support investigations and reporting related to guest or employee incidents as required.
• Carry out any other duties as assigned by the Director of Rooms or a member of the Executive Committee.

Education or Certification

• Bachelor's degree in Hospitality Management, Business Administration, Tourism Management, or a related field.
• Proven experience leading and developing large, multi-functional teams within a resort environment, with minimum 5 years in relevant positions.
• Working knowledge of LQA (Leading Quality Assurance) standards and luxury hospitality quality audits.
• Excellent leadership, coaching, interpersonal, and stakeholder management skills.
• Ability to work effectively under pressure, prioritize competing demands, and manage multiple tasks simultaneously.
• Strong organizational and problem-solving abilities with exceptional attention to detail.
• Excellent knowledge of English
• Must be computer literate, knowledge of MS Office, Excel and Opera is essential;
• Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential;
• Must be able to work well under pressure and be able to multi-task;

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.