Job Description

Costa Navarino is in Messinia in the southwest Peloponnese, in one of the most unspoiled and breathtaking landscapes in the Mediterranean. It is currently home to four 5-star deluxe hotels, The Romanos, a Luxury Collection Resort and The Westin Resort at Navarino Dunes, W-Costa Navarino and Mandarin Oriental at Navarino Bay. In the coming years, more upscale branded hotels will be added to our portfolio, both in Messinia and Athens.

Navarino Dunes Costa Navarino facilities include 766 bedroom units award winning Anazoe Spa, a 4,000m2 spa & thalassotherapy center, four multi-awarded, signature golf courses, over 20 fine dining venues, 5,000 m2 House of Events and a wide range of sports, such as the “Mouratoglou Tennis Center”, Bayern Munich football academy, Navarino Outdoor and many more.

W Costa Navarino, exclusively for adults and young adults over 12 years old, offers 226 stylish rooms, 2 bedroom suites and 3 bedroom villas with infinity private pools, staged in the Bay of Navarino with stunning Ionian Sea views, The Watersports Center, The Away Spa and gym with a heated 25m-long lap pool, including the new Navarino Agora, an open marketplace with retail, street food, open-air cinema and exciting programming throughout the day and night.

W Costa Navarino is looking for an Experience Curator Team Leader. The selected candidate will lead the guest relations team in delivering exceptional, personalized service, ensuring guest satisfaction throughout their stay. They will coordinate team efforts, handle escalated concerns, and maintain high service excellence standards, driving a culture of outstanding hospitality and guest care.

Responsibilities

• Responsible for delivering professional, customer-oriented service to loyal guests, while ensuring the creation of unforgettable experiences.
• Ensure that Guest Relations shifts operate seamlessly and effectively, delivering exceptional guest service and supporting Experience Curators.
• Review day’s check-in prepare the keys and assess along with W/D the status of the room.
• Check the Villas/Suites prior to arrival and monitor Experience Curator’s rooming procedure, as well as rooming Excel.
• departmental operation and secure that all daily tasks are managed smoothly by the Curators.
• Complaint handling on a first contact resolution basis. Listen and respond to guest queries.
• Attend daily Operational meetings and liaise with other departments to bring excellence to the guest’s stay.
• Inspect daily communication through What’s up for Villas/ Suites guests follows brand standards, as we are dedicated to them during their stay.
• Verify shift’s tasks have been handled in a righteous manner and any unresolved issues have been well communicated to the upper Manager.
• Create instructional material for the interdepartmental tasks, aiming for a smooth transition in the team.
• Support the training of new employees by guiding them and overseeing their performance.
• Supervise Experience Curators team consistently, managing staff responsibilities, assigning tasks, and organizing breaks. Ensure a seamless transition to the next shift.
• Attend all trainings and seminars provided by the company and stay current with industry trends and news.
• Be present in all public areas during their pick time to ensure all guests’ needs are met.
• Be in constant co-operation with other Departments.

Requirements

• Minimum of 2 years of experience in Guest Relations or 1 year as a Guest Relations Team Leader in a 5-star hotel preferably
• Hold a degree in Hospitality, Business Administration, or a related field
• Fluent in English (both written and spoken)
• Exceptional customer service skills with a natural ability to connect with people
• Strong communicator, skilled in engaging guests from diverse cultural backgrounds
• Maintain a calm, professional demeanor with unwavering integrity
• An inspiring and supportive team player who fosters a positive work environment
• Excellent communication etiquette, both written and verbal, when interacting with internal and external guests
• Fluent in both Greek and English; proficiency in German, Russian, or French is an asset
• Proficient in computer systems and familiar with Property Management Systems (PMS)
• Exceptional attention to detail, organizational skills, and a proactive approach to problem-solving
• Ability to think creatively and find effective solutions in every guest interaction
• Strong multitasking and time-management abilities, with the capacity to prioritize tasks effectively
• Valid driving license required

Benefits

What We Offer:

• Competitive Compensation Package
• Private Medical Plan
• Accommodation in the vicinity of Costa Navarino (for non-Messinian associates)
• Meals Provided On-site

Personal & Professional Growth:

• Ongoing Training & Development Opportunities
• Potential for Task Force Assignments Abroad in Marriott Hotels
• Exposure to an International Work Environment

Wellbeing & Perks:

• Use of Costa Navarino Facilities (subject to internal policies)
• Access to the Support Room – Online Wellness Platform
• Discounts at Marriott Hotels Worldwide