Team Leader, Communications, One&Only Aesthesis Athens
(7409)
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
Is responsible for the daily operation of the Call Center and ensures proper function of Call Center Department as the Central Communication Center of the Resort in coordinating all Guest needs in a timely manner. To assist reservations team in maximizing Room Revenue and occupancy, entering reservations into Opera and offer availability over the phone.
Key Duties and Responsibilities
- Supervises and ensures that all incoming calls, in-house calls, routing calls from Departments and Guests, local calls, trunk calls and long distance/IDD calls are handled in an efficient and courteous manner.
- Maintains strong Inter-Departmental relations and communication to achieve synergy within the Department and the Resort.
- Exercises proper selling, up-selling, cross selling and suggestive selling technique in order to maximize property revenue.
- 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 that a highly personalized service with attention to detail is enforced by all the Call Center Colleagues.
- Ensures that updated records of emergency numbers are kept at Call Center and close at hand (i.e. Fire & Rescue Services, Police Services, Resort Doctor, Department Heads... etc.).
- Ensures all the Arrival Letters, Arrival & Birthday Cards from Executives, Welcome Notes & Letters from respective Travel Agencies (Select Collection & FHR) and Greeting Cards are well sought of, prepared, checked and delivered to Housekeeping Office for distribution every evening.
- Ensure any guest preferences received are well communicated to respective departments (VIP Services/Butlers), updated and correctly encoded in to Opera in a cohesive manner.
- Always communicates Guest complaints and compliments to Manager
Skills, Experience & Educational Requirements
- Advanced Diploma, Hotel Management or similar discipline
- A minimum of 2 years’ experience supervising a Call Center Team, experience in reservations department of year at least
- Speaks English fluently (Bilingual skills would be an added plus)
- Experience in multiple facets of a Resort Call Center (Opera PMS, Materials Control, HR Fusion, etc.)
- Exceptional verbal and written communication skills
- Outstanding interpersonal and Guest management skills, strong business communication skills
- Ability to work under pressure and react quickly
- Analytical skills. Ability to identify reasonable solutions quickly
- Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required
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.
