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 is part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It comprises 99 guest rooms, including 48 pool villas, all with outdoor terraces and sea views, along with five restaurants and bars. Mandarin Oriental, Costa Navarino is an exclusive resort hideaway in Greece, providing the best of barefoot luxury art of living. Scope of Position: The Director of Guest Experience oversees the day-to-day operations of the Guest Experience & Front office department, ensuring a legendary service, as per Mandarin Oriental quality standards. Duties & Responsibilities: Manages Guest Experience team, facilities and financial performance to ensure maximum departmental profit and cost efficiency. Controls and analyses, on an on-going basis, the optimization of the following: Quality levels of products and services Guest Satisfaction Quality Measurements (such as LQE & Mandarin Oriental Pillars) Hygiene and cleanliness Participates in public relation activities or promotional activities, designed for enhancing the image and profitability of the resort. Creates new experiences for the guests and collaborates with Sales & Marketing for their promotion. Encourages the use of social media for Guest Experience brand awareness, guest feedback and increased revenues and assess outcome. Reviews and analyses market trends globally and locally to keep up to date in our operation. Carries out any other reasonable request as directed by the Resort Manager Manages effectively the team, ensuring their overall great performance, structure and motivation. Participates in the preparation of the annual budget, taking ownership for the Guest Experience colleague cost Prepares Rooms annual Capex plan and management of Capex projects and expenditure. Maintains Mandarin Standards and ensures that they are well implemented by all team members. Upholds all hotel policies and procedures as stated in hotel colleague handbook. Informs and advises immediately of any potential or actual infringement of policies & procedures. Complies with Health & Safe working practices. Qualifications / Experience: Degree holder in Hotel Management or Business Administration degree will be an advantage. Minimum 4 years experience in Front Office/Guest Experience department within a luxury hotel or resort ideally in a multicultural environment Experience with Guest Relations/ Butler programs in resort is preferred. Must be highly numerate and able to work comprehensively with spreadsheets and budgeting packages. Excellent command of English. Experience in Performance Management Experience in quality driven projects Behavioural skills / attributes: Excellent management skills, able to motivate and lead a team of diverse personalities. Accountability and decision making Organizational skills Customer service excellence Excellent communication skills Well-presented and professionally groomed at all times. Benefits: We offer exciting benefits including and not limited to : Accommodation provided Medical Plan Insurance Free meals at Colleagues' Dining Laundry coverage Colleague recognition program Learning & Development Program Task force Opportunities across the Group of Mandarin Oriental Colleague Social events and Wellness programs Various discounts provided within the Resort and in the nearby area MORate: Experience any Mandarin Oriental Hotel Group in the world at a special rate MOComp: Complimentary room nights and a selection of additional benefits and discounts through our new MOcomp benefits program
