Team Leader, Front Office | One&Only Aesthesis, Athens 
(19022)

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
The purpose of this position is to manage the daily activities, reporting, training and operations of the Front Office operations and colleagues. With experience in a high-quality luxury boutique hotel/resort guest services, the Team Leader will support the Front Office team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. 

Key Duties and Responsibilities

• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved; 
• Provide immediate assistance to guests as requested;
• Provide services for customer satisfaction and retention;
• Maintain high visibility in public areas during peak times;
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others;
• 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;
• Collect guest preferences during guest’s stay, communicate to appropriate departments and act accordingly; 
• Participate, as needed, in the investigation of employee and guest accidents;
• Ensuring the quality, standards and exceeding the expectations of the customers daily;
• Ensure compliance with all policies, standards and procedures;
• Cooperation with other hotel departments to make sure the work is planned and organized efficiently;
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property;
• Support implementation of the upselling program, communicating and ensuring process;
• Ensure all the rooms are assigned properly: according to category booked and guests preferences;
• Ensure that passports data collected at the check-in and registration of hotel guests is done;  
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies;
• Cover night Front Office shifts when required;
• Perform Front Desk/Guest Services/Butler duties in high demand times;
• Regular check of staff adherence to policy and procedures of the hotel;
• Perform regular trainings for Front Office Agents;
• To assist with any other duties as required by the line manager or another member of the management team.

Education or Certification

• Bachelor's degree
• Minimum two years’ working in relevant positions
• Excellent knowledge of English
• Previous work in customer service and reservations experience preferred. 
• Excellent written and oral communication skills required. 
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.

 
What we offer:

• A dynamic and collaborative work environment in a world-class luxury resort.
• Career growth opportunities within One&Only Resorts.
• Continuous training and professional development.
• Competitive salary and benefits package.
• Private health insurance.
• Exclusive discounts at partner businesses.

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.