Assistant Manager, Reservations | One&Only Aesthesis, Athens
(19788)
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.
Job Summary
Assist the Manager of Reservations in guiding the reservations team to achieve departmental objectives and core values. Enhance guest experience and repeat clientele by supporting the implementation of procedures to maximize revenue and other selling opportunities. Ensure adherence to company standard operating procedures while delivering high-quality services.
Key Duties and Responsibilities
• Assist in achieving departmental annual objectives and support the team in working together towards these goals.
• Support in conducting regular one on one meetings with the reservations colleagues
• Lead the departmental champions program and provide regular updates to the reservations manager
• Address guest complaints by reviewing and responding within 24 hours, ensuring satisfactory resolution for both the guest and the organization.
• Monitor and control Reservations operations according to departmental standards.
• Assist
• Ensure all incoming calls to the Reservations department are handled promptly, courteously, and professionally, reflecting the highest standards of service and maximizing conversion opportunities.
• Actively take reservations calls when required, supporting the team during peak periods and ensuring seamless service delivery. Ensure the proper functioning of all communication systems, Alice, SAGA, Review Pro, and telephone equipment. Report any malfunctions to IT or Engineering promptly
• Monitor the reservations inbox and ensure that global standards for response time is maintained
• Oversee extranet reservations
• Coordinate agent commission payment with finance
• Attend management meetings when required
• Support the management of third-party sites and ensure proper implementation of reservations procedures.
• Ensure the team is aware of all promotional rates and packages and support the use of effective selling techniques such as up-selling, cross-selling, and suggestive selling.
• Monitor telephone call volumes and report trends to the Manager of Reservations.
• Assist in processing daily correspondence checks and ensure all guest information and requests are accurately entered in the system.
• Conduct regular spot checks within the department to ensure adherence to Standard Operating Procedures.
• Update account profiles regularly to maintain a healthy database.
• Support team development to maintain high standards for relationship building, customer service, and selling techniques.
• Oversee no-show and late cancellation processes with colleagues to ensure incremental revenue is booked daily.
• Maintain a comprehensive filing system in the Reservations department.
• Conduct on-the-job training and appraisal sessions with the team, under the supervision of the Manager of Reservations.
• Assist with any other duties as required by the Manager of Reservations or another member of the management team.
• Submit monthly departmental schedule
Skills, Experience & Educational Requirements
• Bachelor’s degree
• Minimum 4 years’ experience in a similar role within Reservations or significant experience in a contact center or similar field
• Proficiency in English; knowledge of another language is an advantage
• Excellent communication skills
• Customer service oriented
• Financial understanding
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.
