Night Agent, Communications, One&Only Aesthesis, Athens 
(11272)

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.

Night Agent, Communications, is responsible for handling all calls, both internal and external that have to do with guest inquiries, complains and reservations in an efficient and courteous manner with high personalized service and attention to detail, as per the standards of One&Only. Project a favourable image of One&Only to the public via telephonic interactions at all times.  To assist in coordinating all guest requests in a timely manner and ensure proper function of Call Center as the central communication point of the Resort. Assist with reservations procedures and check lists and be able to offer availability as per O&O standards. 

Key Duties and Responsibilities 

Switchboard Operations: 

• To answer all incoming (external and internal) calls using phone etiquette and professional verbiage. 

• To answer the telephone in a polite, professional and courteous manner always and within three rings. 

• Transfer incoming calls to the correct department/person in a timely manner, no blinds transfers are allowed. 

• To ensure that guest messages and hotel personnel messages are typed accurately and correctly spelt on the appropriate guest, colleague and delivered in a timely manner. 

• To ensure that all wake-up calls are delivered in a timely and efficient manner. 

• To ensure that you are kept informed of all hotel facilities, events and any other information that may be required. 

• To regularly check that the photocopy machine is in working order and paper is replenished. 

• Maintains up to date knowledge on sales strategies, rates, products, packages, facilities and inventory at all times. 

• Using the official reservation templates in the inquiries and confirmation of reservations and have a knowledge of the reservation SOPs and procedures. Following the Forbes & LQA standards on phone communications and reservations procedure 

• Always well-groomed and immaculately presented in a clean uniform. 

• Ensure the constant flow of information through all areas. 

• To keep the hotel extension list updated with regards to staff movement. 

• Reporting any mechanical problems with the equipment to IT Manager. 

• Assistance, when required, is given to guests to make international calls.  

• The employee demonstrates his/her knowledge of procedures and actions to be taken when a doctor, ambulance, fire or any other emergency call is requested, or emergency procedure is initiated. 

• Daily, to complete all necessary administrative procedures such as: 

- logging wake-up calls. 

- filing of wake-up call lists. 

- filing of check lists. 

- proceed with profile merge in Opera. 

- checking profiles on SAGA 

- creating & filing of reservation reports as instructed by the reservations manager 

• Daily, to read the diary and action what is required to be actioned within the timeframe of your shift. 

• Daily, to read through the arrivals detailed report and action what is relevant to switchboard stipulated in profile notes. 

• 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. 

• Perform other Rooms Division- Reservations Manager duties as instructed in a high demand time. 

• Work night shifts when required. 

• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies. 

• Be familiar with all facilities and services within the hotel and offer general information as required. 

• 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. 

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.