Resort Assistant (H/F/X) - CDD - Paros (Greece)

Descripción del puesto:

Founded in 2014, Le Collectionist is the European leader in tailor-made luxury travel, bringing together spectacular homes with exceptional services and experiences, creating unforgettable holiday experiences for groups and families who believe holidays should be unique, lively, and shared.
Our portfolio spans over 50 iconic destinations-from coastlines and countryside escapes to snow-covered peaks and vibrant city streets. Every home is handpicked for its character, beauty, story, then paired with expertly selected services to create the perfect setting for every kind of gathering. It's a different way to travel: smoother, more intimate, and above all, freeing.
With expert concierges supported by dedicated local teams, we take care of every detail - from thoughtful services for everyday comforts to fully bespoke, once-in-a-lifetime adventures rooted in local culture and tradition. Whether it's arranging a private chef or nanny, securing a vintage car, or privatising a museum, we bring your holiday vision to life.

This position is located in Paros and it's a contract of a 6 months duration.

The Resort Assistant plays a key role in supervising On-Site Concierges within a defined geographical area. Reporting to the Resort Manager, they ensure an exceptional client experience by managing local teams in the field, delivering operational excellence, and maintaining strong relationships with both clients and service providers.
Objectives:
* Local team management:
* Supervise and manage a team of On-Site Concierges within the assigned area
* Ensure that team members are well-trained, equipped, and motivated to deliver high-quality service
* Conduct regular performance evaluations and provide continuous coaching and feedback
* Foster a positive and collaborative team culture focused on client satisfaction, operational excellence, and continuous team development
* Client experience management:
* Ensure a seamless and personalized client experience from arrival to departure
* Monitor the quality of on-site concierge services to ensure they meet Le Collectionist's brand standards
* Handle client feedback and implement continuous improvements based on NPS scores
* Operational coordination and management of concierge requests during the stay:
* Oversee property preparations prior to client arrivals to ensure they meet brand standards
* Coordinate with the Pre-Arrival team to ensure On-Site Concierges have all necessary information
* Manage the scheduling and execution of check-ins, check-outs, and on-site requests
* Ensure that any issues or emergencies at the properties are resolved promptly and efficiently
* Respond to clients' concierge requests throughout their stay, offering personalized additional services
* Follow up on concierge requests to ensure proper execution and client satisfaction
* Handle the billing of additional services provided during the stay with the support of the Pre-Arrival team
* Inventory and supplies management:
* Ensure On-Site Concierges have the necessary supplies, including welcome gifts, linens, and other essentials
* Proactively manage stock levels and coordinate replenishments when needed
* Relationship management:
* Build and maintain relationships with local partners to guarantee high-quality services for clients
* Act as the main point of contact for property owners in the region, addressing their concerns or questions
* Conflict Resolution:
* Handle conflicts or disagreements involving clients, property owners, or service providers
* Act as a mediator and resolve issues professionally, ensuring the satisfaction of all parties involved

Requerimientos del candidato/a:

* Ideally be a graduate of a hotel management school
* A first managerial experience is recommended
* An interest in, or sensitivity to, the luxury and hospitality sector
* Valid driving license with vehicle
* Good experience on similar assignments
* Very good knowledge of the destination and its ecosystem
* Bilingual in English and in the language of the area in which you will be working; a third language is a plus
* Organized, rigorous and meticulous
* Demonstrates a high degree of autonomy
* Excellent communication skills, both written and oral, to establish solid relationships with customers