Manager, Reservations, One&Only Aesthesis, Athens
(7719)
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
Leading and guiding the entire team to achieve the common departmental objectives and our core values. Blow away the guest needs to enhance guest experience and repeat cliental. Setting up procedures in order to maximize the revenues and other selling opportunities. To ensure that the set company standard operating procedures are followed while delivering the services. Supervising the daily operations of the reservations department.
Key Duties and Responsibilities
- Makes sure that the set departmental annual objectives are met, and the team is working together to achieve the same.
- Ensures that the departmental appraisals are completed on time and submitted.
- Conducting departmental operational meetings.
- Attending to all guest complaints by reviewing and responding within 12 hours, in order to achieve a satisfactory result, both for the guest and the organization.
- Monitors and controls the entire Communications & Reservations operations according to the departmental standards.
- Attends to all enquiries, complaints and requests regarding reservations and/or reservations operating procedures.
- Responsible daily for the processing of the correspondence check and ensures all guest information and request are duly entered in the system.
- Carries out regular spot checks within the department to ensure that the standards outlined in the Standard Operating Procedure manual are being adhered.
- Updates Standards Operating Procedures on regular basis and initiates changes whenever necessary.
- Ensures team members are developed effectively and generate a culture of high-quality standards for relationship building, customer service and selling techniques.
- Ensures daily attendance sheet and checklists on shift are completed and signed by the team.
- To assist with any other duties as required by the Director or another member of the management team.
Skills, Experience & Educational Requirements
- University Degree
- Minimum of 2-years’ experience in similar role with Reservations or significant experience of working in contact centre or similar fields
- Knowledge in Property Management Systems, Opera PMS
- Excellent communication skills, written and oral proficiency in English (another language, namely Russian, German, Italian or French is an advantage)
- Problem solving skills
- 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.
