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Guest Services Agent, One&Only Aesthesis Athens 
(6702)

 

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

We are looking for Guest Services Agents who will create a welcoming environment for hotel guests and facilitate their arrival and departure. Guest Services Agent will be responsible for meeting, greeting and directing guests to their destinations. Guest Services Agent takes care about luggage delivery using hotel buggies, as well as meeting guests in the airport when required.  Guest Services Agent ensures that all guests’ expectations are met, and exceeded, throughout their stay at the resort. To be familiar with all resort standards, policies and procedures to ensure department is run effectively and efficiently. To be familiar with all the resort facilities, restaurants, local attractions and other points of interest, in order to be able to promote and answer all enquiries concerning services and highly diversified queries from guests.

 

Key Duties and Responsibilities

Keep a positive and motivated attitude and exercise self-control at all times;

Establish a positive relationship with guests while maintaining a professional and attentive manner;

Build mutual trust, respect, and cooperation among team members and external departments;

Cooperation with other hotel departments to make sure the work is planned and organized efficiently;

Provide information to co-workers by telephone, in written form, e-mail, or in person;

Follow LQA standards related to Guest Services Department;

To undertake any reasonable tasks and secondary duties as assigned by the Management.

Provide services that are above and beyond for customer satisfaction and retention;

Provide information to guests about local attractions and hotel facilities;

Provide immediate assistance to guests;

Maintain high visibility in public areas;

Responsible for all in house guest requests and ensuring their needs are met based on five pillars;

Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction;

Record guest issues in the guest response tracking system;

Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team;

Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image;

Always maintain a high level of product & service knowledge in order to explain and cross-sell services and facilities to our clients and potential guests.

Be fully familiar with the room types and hotel;

Proceed with the rooming of guests when necessary;

Ensure prompt, accurate and courteous delivery and collection of any luggage, parcels or mail;

Assisting to Bellman & Doorman in performing duties (luggage delivery, valet parking, Porte Cochere area coordination, etc.);

Deliver guests luggage using hotel buggies;

Keep hotel buggies & bicycles in a perfect condition, address any technical issues to Guest Services Team Leader or Guest Services Assistant Manager when necessary;

Perform duties of Airport representative when required;

Ensuring that the Concierge work area and Luggage room are always clean and tidy;

Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments;

Perform utilization of guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival;

Make sure Guest Services Team provide helpful, friendly and prompt personalized service to all guests;

Taking ownership of the daily handover ensuring all unresolved topics such as guest requests are actioned;

To be very meticulous in completing the daily checklist and check that it has been done during shift handover.

To assist with any other duties as required by the Director or another member of the management team.

Always seek opportunities to improve client service;

Maintain grooming standards;

Participate in regular trainings for employees;

Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Understand and comply with security, health and safety policies and procedures pf the hotel.

 

Education or Certification

Must be computer literate, knowledge of MS Office, Excel and Opera is essential;

Must be able to work well under pressure and be able to multi-task;

Must have experience as a Receptionist or Guest Relations Officer in a five-star environment for a minimum of 2 years;

Cashiering experience is essential;

Excellent level of verbal and written English. Additional language skills will be advantageous;

Business or Management qualifications are desirable.

 

 

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.