Guest Experience & Operations Manager
Guest Experience & Operations Manager
Travel, Hospitality & Lifestyle
The Peligoni Group
The Peligoni Club is a unique, family-run beach club nestled in the north of Zakynthos, Greece. Blending relaxed luxury with effortless charm, it offers an experience rooted in authenticity and shaped by a sense of nostalgia — where quality service and timeless summer moments come naturally.
The Guest Experience Operations Manager is the voice of the guest across all touchpoints of the Peligoni experience. This role balances the pursuit of exceptional guest satisfaction with a deep understanding of operational practicality. You will be responsible for coordinating seamless guest journeys, ensuring all guest-facing systems and experiences, from villas to the club, meet our brand’s high standards. You will also act as the key liaison for villa owners and property managers, ensuring mutual success through proactive relationship management and quality assurance.
This is a full-time, year-round position based in Zakynthos during the summer months and at our London office during the winter.
Key Responsibilities:
Guest Experience Oversight
• Lead the Guest Relations function, managing and supporting the Guest Relations Manager and seasonal team.
• Ensure consistent delivery of high-quality guest service, aligned with brand values and standards.
• Develop and execute the weekly guest experience agenda, ensuring it is operationally viable and aligned with other departments.
o Train relevant teams and ensure agendas are published and communicated clearly.
o Regularly update guest materials and ensure alignment across all platforms.
• Oversee the coordination of wellness and fitness programming via MindBody, ensuring live booking options and system accuracy.
• Proof and approve guest-facing communications to ensure tone, clarity, and accuracy.
• Monitor guest feedback, working closely with the team to analyse insights and drive improvements.
• Support the Guest Relations team with escalated issues, providing guidance and stepping in when necessary.
• As a member of the leadership team, maintain the overall look and feel of the club, liaising with housekeeping and other departments as needed.
Team Leadership & Training
• Contribute to the recruitment, onboarding, and preparation of the summer Guest Relations team, including a dedicated Guest Relations Manager.
• Establish clear Standard Operating Procedures for the Guest Relations function.
• Deliver regular training and development sessions to uphold service consistency and team confidence.
• Promote a positive, proactive team culture that reflects The Peligoni Club’s ethos.
System & Process Management
• Oversee the setup, testing, and ongoing management of guest related operational systems including Hoteliser (PMS), OpenTable, and MindBody.
• Monitor system performance throughout the season, ensuring efficient and guest-friendly functionality.
• Continuously assess and refine operational processes for both efficiency and experience.
• Collaborate with club departments (e.g., spa, wellness) to ensure live booking systems reflect real-time availability.
Property Owner Relations & Onboarding (Winter Focused)
• Manage enquiries from potential new property owners and assess suitability based on brand standards.
• Coordinate the onboarding process: contracts, pricing transparency, photography, and floor plans.
• Ensure new listings are accurate, compelling, and aligned with our digital and brand standards.
• Conduct inspections and provide clear quality feedback to owners.
• Build strong, collaborative relationships with property owners and managers to support mutual success.
• Support the wider team with any property-related challenges in a professional and solution-oriented manner.
Content & Brand Standards
• Review club and villa content on digital platforms, ensuring accuracy and consistency with brand messaging.
• Maintain and enforce consistent service and operational standards across all guest touchpoints.
• Structure and share feedback on villa performance to inform continuous improvement efforts.
Essential Requirements
• Proven experience in guest-focused operational roles within hospitality, ideally in resort or multi-property environments.
• Familiarity with property operations, owner relationships, and managing third-party expectations.
• Confidence and resilience in managing complex stakeholder relationships.
• Strong interpersonal and leadership skills, with a hands-on approach to training and team development.
• Excellent organisational and project management abilities.
• Clear and professional written and verbal communication.
• Proficient in booking management systems (PMS platforms, OpenTable, MindBody or equivalents).
• Exceptional attention to detail and a passion for delivering premium guest experiences.
• Willingness to relocate seasonally and adapt to the flexible demands of a hospitality environment.
Salary & Benefits
• Salary starting from £45,000 per year
• 33 days of annual leave (including bank holidays)
• Accommodation provided in Greece during the summer months
• Travel and health insurance while working in Greece
• Discounts on Peligoni accommodation
• Two complimentary memberships per year to The Peligoni Club (after one year of service)
• Annual £800 voucher toward a Sand & Stone Stay (after one year of service)
• Emergency Assistance Programme
• Death in Service Benefit
Apply with CV and covering letter to jo@peligoni.com.