Team Leader, Guest Services | One&Only Aesthesis, Athens 
(19018)

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 supervise and lead daily activities, reporting, training and operations of the Guest Services (Bellman/Buggy Driver, Doorman) operations and colleagues. The Guest Services team leader must have extensive knowledge on the immediate area and must be resourceful. With experience in a high-quality boutique hotel/resort guest service, the team leader of the Guest Services will support the Guest Service Team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Under the leadership and direction of the Guest Experience Manager and within the limits of the hotel’s policies and procedures, ensures that departmental procedures and standards are maintained, and all guests receive prompt, cordial and efficient attention and service from Guest Services Team. 

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.
•    Develop specific goals and plans to prioritize, organize, and accomplish your work.
•    Supervise the guest services team and lead by example.
•    Understanding employee positions well enough to perform duties in employees' absence.
•    Conduct regular trainings for employees.
•    Evaluate the staffing requirements and prepare work schedules weekly, ensuring that there is appropriate coverage according to hotel occupancy.
•    Serve as a leader in displaying outstanding hospitality skills, such as excellent verbal and communicational skills, while having organizational skills with attention to details.
•    Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
•    Provide training to all guest services team members.
•    Handle all disciplinary counseling as necessary.
•    Provide information to co-workers, and subordinates by telephone, in written form, e-mail, or in person.
•    Monitor and maintain inventory of all departmental supplies and provide with all necessary supplies as required.
•    Maintain grooming standards of Guest Services employees.
•    Make sure Guest Services Team provide helpful, friendly, and prompt personalized service to all guests.
•    Ensure compliance with all policies, standards, and procedures, by conducting regular check of LQA & Forbes standards related to Guest Services Department.
•    To assist with any other duties as required by the line manager or another member of the management team.

Focus on Guests satisfaction
•    Empower employees to provide excellent customer service.
•    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 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.
•    Provide immediate assistance to guests as requested.
•    Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
•    Record guest issues in the guest response tracking system.
•    Review guest satisfaction results with employees daily.
•    Emphasize five pillars-based service during all departmental meetings and focuses on continuous improvement.
•    Participate, as needed, in the investigation of employee and guest accidents.
•    Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team.

Guest Services Essence
•    Blow away guests at every opportunity.
•    Manage day-to-day operations (based on five pillars) of Guest Services department, ensuring the quality, standards and meeting and exceeding the expectations of the customers daily;
•    Always maintain a high level of product & service knowledge in order to explain and cross-sell services and facilities to our clients and potential guests.
•    Provide information to guests about local attractions and hotel facilities. 
•    Lead the discussion of the work that affects Guest Services department, discuss the ways of service improvement. 
•    Attending internal hotel meetings, presenting Guest Services department.
•    Be fully familiar with the room types and the hotel.
•    Proceed with the rooming of guests when necessary.
•    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.
•    Ensuring that the Guest Services work area and Luggage room are always clean and tidy.
•    Monitor daily operation the Bellmen/Buggy Drivers, Doormen to address any irregular behavior.
•    Make sure the lobby is always covered appropriately based on hotel occupancy.
•    Assist with the weekly newspaper order taking the weekly forecast into consideration.
•    Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments.
•    Perform utilization of guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival.
•    Update standards operational procedures related to Guest Services if necessary.
•    Make sure Guest Services Team provide helpful, friendly, and prompt personalized service to all guests.
•    Ensure buggies & bicycles are kept in good condition.
•    Ensure all guests luggage are kept safe and in a good order when stored by the bellmen.
•    Ensure all guests services areas, luggage areas are always kept in a good condition.
•    In case of guests missing or lost luggage to always ensure follow up is done, in case a guest’s luggage is damaged or there are marks prior to guest’s arrival, these should be communicated with the guest directly. 
•    Taking ownership of the daily handover ensuring all unresolved topics such as guest requests are actioned. 

Education or Certification
•    Bachelor's degree
•    Minimum two years experience in similar positions
•    Good knowledge of English
•    Must be computer literate, knowledge of MS Office and Opera is essential.
•    Must be able to work well under pressure and be able to multi-task.

 
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.