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Team Leader, Front Office | One&Only Aesthesis,Athens 
(9926)

 

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.

 

Key Duties and Responsibilities 

 

Managing employees 

 

  • Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example; 

  • Encourage and build mutual trust, respect, and cooperation among team members; 

  • Serve as a role model to demonstrate appropriate behaviours; 

  • Supervises Front Office Agents 

  • Understanding employee positions well enough to perform duties in employees' absence; 

  • Empower employees to provide excellent customer service; 

  • Conduct regular trainings for employees; 

  • Ensuring that there is a proper coverage according to hotel occupancy; 

  • Regular check of Front Office LQA and Forbes Standards; 

  • Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills; 

  • Provide guidance and direction to subordinates, including setting performance standards and monitoring performance; 

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

  • 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. 

 

Focus on Guests satisfaction 

 

  • 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; 

  • Create unforgettable moments for guests and making sure guests are blown away with the hotel service; 

  • 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; 

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

  • Collect guest preferences during guest’s stay, communicate to appropriate departments and act accordingly;  

  • Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement; 

  • Participate, as needed, in the investigation of employee and guest accidents; 

  • Always seek opportunities to improve client service; 

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

 

Front Office Essence 

 

  • Ensuring the quality, standards and exceeding the expectations of the customers daily; 

  • Ensure compliance with all policies, standards and procedures; 

  • Update standards operational procedures related to Front Office if necessary; 

  • 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; 

  • Participate in the discussion of the work that affects Front Office, discuss the ways of service improvement; 

  • 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 Relations/Guest Services/Butler duties in high demand times; 

 

Education or Certification 

 

  • Bachelor's degree 

  • Minimum two years working in a luxury, 5-star hotel and/or a degree in hospitality management. 

  • Previous work in customer service and reservations experience preferred.  

  • Excellent written and oral communication skills required.  

  • Strong leadership skills and interpersonal communication skills. 

  • Must be fluent in verbal and written English.  

  • Excellent computer and typing skills are required. Microsoft Office proficiency and Opera. 

  • Excellent listening and comprehension skills required. 

 

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.


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