Agent, Connectivity
(6711)
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.
Shimmering in the depths of the azure Aegean Sea, a story-filled island of myths and marvels, One&Only Kéa Island emerges to honour untold beauty with authentic flavours of Greece. 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
Handling all calls, both internal and external that have to do with guest inquiries, complains and reservations in an efficient and courteous manner with high personalized service and attention to detail, as per the standards of One&Only. Project a favourable image of One&Only to the public via telephonic interactions at all times. To assist in coordinating all guest requests in a timely manner and ensure proper function of Connectivity Center as the central communication point of the Resort. Assist with reservations procedures and check lists and be able to offer availability as per O&O standards.
Key Duties and Responsibilities
Switchboard Operations:
• To answer all incoming (external and internal) calls using phone etiquette and professional verbiage.
• To ensure that guest messages and hotel personnel messages are typed accurately and correctly spelt on the appropriate guest, colleague and delivered in a timely manner.
• To ensure that all wake-up calls are delivered in a timely and efficient manner.
• To ensure that you are kept informed of all hotel facilities, events and any other information that may be required.
• Ensure the constant flow of information through all areas.
• Assistance, when required, is given to guests to make international calls.
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
• Be familiar with all facilities and services within the hotel and offer general information as required.
• To be very meticulous in completing the daily checklist and check that it has been done during shift handover.
• To assist with any other duties as required by the Director or another member of the management team.
General and other duties:
• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire.
• Understand and comply with security, health and safety policies and procedures pf the hotel.
Interpersonal Relationships:
• Other members of staff are always dealt with in a polite and helpful manner.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
• Instructions from management are treated constructively and acted upon.
Skills, Qualifications & Requirements
• A minimum of 1 year experience with Reservations or significant experience of working in contact centre or similar field
• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• General good etiquette and very good communication skills.
• Must be able to work well under pressure and be able to multi-task.
• Have ability to satisfactorily communicate in English with guests, co-workers and management to their understanding. Additional language skills will be advantageous.
• Must also be outgoing and people orientated.
This position is for the summer season of 2025.
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.
