Team Leader, Guest Experience / Hosts | One&Only Aesthesis, Athens
(7560)
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
The purpose of this position is to manage daily activities, reporting, training and operations of the Guest Experiences operations and colleagues. The Team Leader, Guest Experiences will support the Guest Experience 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
Guest Experience & Service Excellence (Primary Focus)
• Always ensure exceptional guest satisfaction, intervening personally in any guest-related matter to protect the integrity and reputation of the resort.
• Maintain high visibility across the property, especially during peak operational periods.
• Proactively interact with guests throughout the resort to gather feedback on service quality and overall experience.
• Provide immediate assistance and personalized support to guests as required.
• Oversee the handling of guest complaints, disputes, and service recovery, ensuring prompt and satisfactory resolution.
• Record and monitor all guest requests and concerns within the guest response tracking system (ALICE).
• Ensure full utilization of guest profiles, preferences, correspondence, and stay history in Opera prior to arrival to anticipate needs and personalize the experience.
• Guarantee that all guest itinerary bookings are accurately entered in ALICE, profiled in Opera, and communicated to relevant departments.
Team Leadership & Operational Oversight
• Lead, coach, and support the Guest Experience Team to consistently deliver friendly, prompt, and personalized service.
• Take full ownership of daily handovers, ensuring all pending matters and guest requests are properly followed up and resolved.
• Maintain strong cross-departmental collaboration to ensure seamless resort operations and swift resolution of issues.
• Evaluate staffing needs and prepare weekly schedules in line with occupancy levels and operational requirements.
• Conduct regular training sessions to uphold service standards and operational excellence.
• Be fully familiar with team roles and responsibilities to provide operational support when required.
Resort Presentation & Standards
• Ensure host pantries and work areas remain clean, organized, and fully always stocked.
• Guarantee appropriate lobby coverage based on occupancy and business levels.
• Monitor and uphold LQA standards relevant to the Guest Experience Department.
• Ensure strict compliance with all resort policies, procedures, and brand standards.
Safety, Compliance & Risk Management
• Understand and implement all emergency procedures, including accident, fire, theft, medical, and security incidents.
• Ensure full compliance with health, safety, and security policies to safeguard guests and employees.
• Intervene in employee-related situations when necessary to protect wellbeing and maintain a positive work environment.
Administrative & Communication Responsibilities
• Provide clear and professional communication to colleagues, management, and external stakeholders via telephone, email, and in person.
• Assist with additional duties as assigned by the Line Manager or members of the Management Team.
Skills, Qualifications and Requirements
• Bachelor’s degree required.
• Minimum of two (2) years’ experience in a similar position, with proven team leadership responsibilities.
• Excellent command of English (written and spoken); additional languages will be considered an asset.
• Knowledge of European languages will be advantageous.
• Strong computer literacy, with essential knowledge of MS Office and Opera PMS.
• Solid knowledge of the local area, including restaurants, bars, and key points of interest.
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.
