Guest Service Agent (S26)

Guest Service Agent

Ella means 'come' in Greek. A heartfelt invitation to explore, connect, and feel inspired. At Ella Resorts, we open our doors to a world where every moment becomes a cherished memory. We reimagine the art of resort living for the modern lifestyle traveler. Those who seek not just a destination, but a meaningful journey. Our curated collection of beachfront retreats, set across some of the Mediterranean's most iconic shores, invites you to embrace adventure, unwind in style, and discover the true essence of summer living. In order to support our rapid growth we are seeking to hire a Guest Service Agent.

Our new staff will implement our Service Excellence Culture at our fully renovated resort in Crete, Rocrita Lifestyle Beach Resort, which is located in the charming area of Mochlos, Crete. Our hotel is a haven for travelers seeking a refined and inspirational stay with their loved ones, and will be opening its doors for the season 2026. This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!

Position Summary

The Guest Service Agent supports the daily operation of the Guest Service Centre, and roves concierge services, in line with the strategy to support hospitality, destination marketing/partnerships, retail services and hotel initiatives. A key element to this role is planning, managing day to day operations, and enhancing the delivery of world class guest experience.

Scope

• Deliver in-village services, private client services and commercial event delivery
• Oversees in village guest experience supervision and first escalation for the day-to-day operation
• Reporting on key data including guest feedback and utilize the data to propose action plans and improved guest journeys
• Oversees messaging, engagement, complaint handling and promotion with all guests
• Proactively plan for all key trading events, hotel's initiatives, and peak periods in line with the commercial calendar
• Identifies opportunities for the introduction of new services and enhancements to current services
• Manages customer complaints and feedback, to ensure that all comments are dealt with appropriately, collated and reported to the business in a program of continuous improvement
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Performs Front Desk duties