Agent, Reservations, One&Only Aesthesis Athens 
(7298)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Role

To assist in maximizing Room Revenue and occupancy, entering reservations into Opera and follow up all reservations to ensure all bookings are guaranteed and confirmed, with complete booking details such as flights, passport copies, and preference. Be responsible for the entire reservation process by providing prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. In addition to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure highest level of personalized attention.

Key Duties and Responsibilities

• Exercises proper selling, up-selling, cross selling and suggestive selling technique in order to maximize property revenue.
• Maintains up to date knowledge on sales strategies, rates, products, packages, facilities and inventory at all times.
• Using the official templates in the inquiries and confirmation of reservations and have a knowledge of the reservation SOPs and procedures. Following the Forbes & LQA standards
• Ensures every caller directed to the department receives an optimum level of services and care at all times.
• Consistently follows the IFH call processing standard at all times.
• Handles guest queries, requests and complaints related to reservations in a polite and efficient manner. Seeks guidance from Team Leader or Manager to minimize customer dissatisfaction.
• Records and processes reservations via all channels and ensuring response within 12 hours of receipt.
• Identifies and anticipates needs and requirements by asking open-ended questions to obtain all necessary information.
• Ensures accurate input of reservations details in the hotel property management system.
• Liaise with the Sales Department regarding booking of group rooms. 
• Prints and reconciles necessary reports on a daily basis.
• Negotiate/close deals and handle complaints or objections.
• Attends briefing and departmental meetings as required.
• Maintains a comprehensive filing system in the Reservations department at all times.
• Handles requests from companies and travel agents via phone or other platforms. Makes sure booking information is input correctly into the system.
• Demonstrates adaptability and flexibility according to the work demand.
• Treats internal and external customers fairly with respect, while developing effective customer networks.
• Achieve performance target (Key Performance Indicator) to ensure that agent’s work supports and furthers the organization's goals.
• Complies with the resort and department cost saving plans and initiatives.
• Ensures compliance to all security and safety standards on everyday basis
• Understands and observes the department general policies, standards and procedures at all times.
• Performs any additional tasks as and when directed by the Team Leader and Manager according to the business needs.
• To assist with any other duties as required by the Director or another member of the management team.

Skills, Experience & Educational Requirements

• University Graduate preferred (minimum High School Graduation)
• A minimum of 2 years experience with Reservations or significant experience of working in contact centre or similar field
• Excellent communication skills, written and oral proficiency in English (another language, namely Spanish, German or French is an advantage)
• Experienced in using Opera system.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Strong interpersonal skills
• Organizational skills
• Strong administrative abilities
• Ability to have a strong customer focus
• Leadership abilities
• Dynamic and flexible

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.