Agent, Connectivity Centre 
(20004)

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. 

Resplendent at the entrance of Boka Bay, a fjord-like idyll on Montenegro’s Adriatic Sea, One&Only Portonovi is a year-round haven where cultural wonders and fresh-air adventures meet the glamour of Europe’s most fashionable new riviera. The warm Montenegrin charm 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 Agent, Connectivity Center serves as a primary point of contact for both internal and external callers. The role requires a welcoming, professional and service-oriented approach, ensuring all guests receive prompt, courteous, and efficient assistance. Agents are expected to always deliver exceptional guest service and represent the hotel in a positive and professional manner.

Key Duties and Responsibilities

Switchboard & Communication Operations

• Answer all incoming calls professionally, politely, and within three rings.
• Transfer calls accurately and efficiently to the appropriate department or individual (no blind transfers).
• Record and deliver guest and staff messages promptly and accurately.
• Ensure all outgoing correspondence is clear, accurate, and correctly spelled.
• Manage wake-up calls in a timely and reliable manner.
• Assist guests with international calls when required.
• Maintain an up-to-date hotel extension list and internal contact information.
• Report any technical or equipment issues to the IT Manager.
• Demonstrate full knowledge of emergency procedures (medical, fire, evacuation, etc.).

Guest Service & Hotel Knowledge

• Maintain thorough knowledge of hotel outlets, facilities, services, menus, events, and operating hours.
• Provide accurate information and immediate assistance to guests as requested.
• Ensure guest preferences, allergies, and amenities are updated in the SAGA guest profile.
• Be familiar with room types, rate structures, discounts, and policies.
• Always seek opportunities to enhance guest satisfaction and service quality.
• Record guest issues and complaints in the designated tracking system and ensure proper follow-up.

Systems & Administrative Duties

• Use hotel systems effectively, including ALICE, OPERA, SevenRooms, Alliants, and SAGA.
• Print and manage guest itineraries provided by the Reservations team.
• Complete daily administrative tasks, including:
• Logging and filing wake-up calls
• Completing checklists and handover documentation
• Completing DBP slides for VIP arrival, VIP in house, preferences and celebrations
• Preparing amenity report
• Reviewing daily diaries and handover reports
• Confirming the bookings for in house restaurants
• Book and update in house restaurant reservations, dining experiences, and guest details across SevenRooms, Alice, and internal systems, ensuring accuracy and availability.
• Coordinate complimentary boat bookings, payments, calendars and communications, keeping all teams informed and records up to date.

Professional Standards

• Adhere to LQA, Forbes, brand standards, SOPs, and quality guidelines.
• Maintain excellent grooming standards and wear a clean, presentable uniform.
• Carry out additional duties as assigned by management.

General and other duties

• This job description outlines primary responsibilities and may be reviewed or updated as required.
• The employee may be assigned duties in other areas of the hotel as directed by Management.
• Attendance at training sessions and continuous skill development is required.
• Full compliance with hotel policies, including fire, health, safety, hygiene, and emergency procedures, is mandatory.
• A consistently high standard of courtesy, professionalism, and personal appearance must be maintained.
• To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform

Safety

• Understand and follow all hotel emergency, security, health, and safety procedures.
• Participate in fire drills and emergency training as required.

Interpersonal Relationships

• Interact with colleagues and guests in a polite, respectful and professional manner.
• Resolve conflicts discreetly and constructively.
• Communicate essential information clearly and accurately to relevant personnel.
• Keep Management informed of relevant activities and seek guidance when necessary.
• Act constructively on instructions and feedback from Management.

Skills, Qualifications & Requirements

• Computer literacy is essential, including MS Office, OPERA, SevenRooms, and Excel.
• Strong communication and interpersonal skills.
• Ability to multitask and perform effectively under pressure.
• Fluency in English is required; additional languages are an advantage.
• Flexible availability and good overall health.
• Reliable, courteous, outgoing and guest-focused personality.

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.