Guest Service Center Supervisor

• Oversee the daily operations of the Guest Service Center team to ensure smooth workflow and outstanding service delivery.
• Respond to guest inquiries and requests in a timely manner, ensuring effective resolution and high levels of guest satisfaction.
• Provide coaching, training, and ongoing support to team members to strengthen their skills in guest engagement and service excellence.
• Review and assess guest feedback to identify opportunities for service enhancements and proactively address recurring issues.
• Work closely with Housekeeping, Engineering, Front Office, and F&B to coordinate guest service delivery.
• Manage staff scheduling and resource planning to maintain optimal coverage and consistent service standards.
• Contribute to the development and refinement of standard operating procedures to ensure consistency and efficiency in service delivery.
• Supervise all Guest Service Center activities, ensuring timely, accurate, and courteous responses to internal and external calls.
• Monitor service delivery via all guest communication channels (calls, chat, messaging apps, etc.).
• Ensure requests (e.g., wake-up calls, housekeeping, in-room dining, engineering) are logged and followed up through system such as HotSOS or Service Optimization tools.
• Resolve guest concerns with empathy and professionalism, escalating when necessary.
• Ensure correct use of communication and task-tracking systems (e.g., Opera PMS, HotSOS, OnO).
• Ensure all guest interactions reflect the Conrad service philosophy and meet LQA, Forbes, and Hilton brand standards.
• Maintain awareness of hotel events, guest preferences, and special occasions to personalize service.

• Minimum of 3 years of experience in a guest service role within a luxury hotel environment, with supervisory experience preferred.
• Solid knowledge of customer service standards, with a genuine commitment to delivering exceptional guest experiences.
• Proven leadership abilities with strong team coordination and motivation skills.
• Excellent communication skills, both verbal and written, in Greek and English.
• Ability to thrive under pressure in a dynamic, fast-paced environment while remaining calm and professional.
• Proficient in hotel property management systems and Microsoft Office applications.
• Strong analytical and problem-solving skills, with the capability to manage complex or sensitive guest issues effectively.

• At Conrad Athens The Ilisian, you’ll be part of a world-renowned luxury brand, where creativity, collaboration, and the pursuit of excellence are celebrated. We are committed to nurturing our Team Members’ professional growth and well-being (offering a unique opportunity to contribute to the legacy of a landmark property in the vibrant city of Athens).
• The Company offers a competitive remuneration package, private medical insurance, and career development opportunities in a dynamically growing business environment.

Conrad Athens The Ilisian