Duty Manager, W Costa Navarino (2026)

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, including the re-launch of the former Athens Hilton.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 a Duty Manager. The Duty Manager is responsible for overseeing the smooth daily operations of the Welcome Desk and ensuring exceptional guest experience. Acting as the primary point of contact for escalated issues, this role handles guest complaints with professionalism and empathy, ensuring swift resolution in line with the hotel's service standards. The Duty Manager also supports the Welcome Desk Manager in team supervision, operational planning and maintaining service excellence.Responsibilities:Oversee daily Welcome Desk operations, including reservations, billing, guest communications and lobby management, ensuring smooth and efficient serviceSupport recruitment, training, scheduling and performance management of Welcome Desk team members, providing coaching and guidance to maintain high service standardsCoordinate closely with Housekeeping, Engineering, F&B and other departments to anticipate and meet guest needs, ensuring seamless interdepartmental service deliveryProvide feedback to management on guest experiences, employee performance and any operational challengesHandle escalated guest requests and complaints, acting as the first point of managerial contact, ensuring professional, empathetic and timely resolutionTrack and optimize upselling initiatives, monitoring performance and adjusting strategies based on guest demand and feedbackOversee logistics for group arrivals and departures, ensuring efficient check-in/check-out processes and smooth coordination with relevant teamsFacilitate special requests and personalized experiences, such as room upgrades or VIP arrivalsLead by example in delivering brand service culture, maintaining a visible presence in the lobby and actively engaging with guestsRequirementsExcellent knowledge of Opera PMS and other property management systemsStrong knowledge of Marriott platforms; familiarity with the Marriott Bonvoy loyalty program is highly desirableExcellent knowledge of English language. Additional language is considered an assetSolid understanding of front office operations, reservations, billing procedures and guest service standardsAble to delegate tasks effectively, provide constructive feedback and foster a positive, collaborative work environmentConsistently attentive to guest needs, preferences and service recovery opportunities, ensuring personalized and memorable experiencesSkilled at managing challenging situations calmly and professionally, ensuring quick and satisfactory resolutionsStrong capacity to manage multiple priorities simultaneously, including guest requests, administrative duties and team supervisionStrong ability to communicate effectively across all levels, both with guests and internal departmentsBenefitsWhat We Offer:Competitive Compensation PackagePrivate Medical PlanAccommodation in the vicinity of Costa Navarino (for non-Messinian associates) Meals Provided On-sitePersonal & Professional Growth:Ongoing Training & Development OpportunitiesPotential for Task Force Assignments Abroad in Marriott HotelsExposure to an International Work EnvironmentWellbeing & Perks:Use of Costa Navarino Facilities (subject to internal policies) Access to the Support Room - Online Wellness PlatformDiscounts at Marriott Hotels Worldwide