Job Description

Agent Reservations | One&Only Aesthesis, Athens

(21392)

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

Handling all reservation inquiries efficiently while exhibiting interest, enthusiasm and professional image at all times. Generate and optimize revenue by effectively following the set selling strategies through revenue management. Practice and promote the desired work culture around the four core values.

Key Duties and Responsibilities

• Exercises proper selling, up-selling, cross selling and suggestive selling technique in order to maximize property revenue.
• Maintains up to date knowledge on sales strategies, rates, products, packages, facilities and inventory at all times.
• Ensures every caller directed to the department receives an optimum level of services and care at all times.
• Consistently follows the call processing standard at all times.
• Handles guest queries, requests and complaints related to reservations in a polite and efficient manner. Seeks guidance from Team Leader or Manager to minimize customer dissatisfaction.
• Records and processes reservations via all channels and ensuring response within 24 hours of receipt.
• Identifies and anticipates needs and requirements by asking open-ended questions to obtain all necessary information.
• Ensures accurate input of reservations details in the hotel property management system.
• Liaise with the Sales Department regarding booking of group rooms.
• Provides Team Leader and Manager all relevant correspondences for late cancellation and no-show bookings to support the penalty charges.
• Always maintains a comprehensive filing system in the Reservations department.
• Attends all training programs as required by the business needs.
• Treats internal and external customers fairly with respect, while developing effective customer networks.
• Achieve performance target (Key Performance Indicator) to ensure that agent’s work supports and furthers the organization's goals.
• Performs any additional tasks as and when directed by the Team Leader and Manager according to the business needs.
• Ensure the proper functioning of all communication systems, including messaging, Alice, SAGA, Review Pro, and telephone equipment.
• Is famiiar with all extra net and GDS
• Support the department's 24/7 reservations operation by working rotating shifts, including evenings, weekends, public holidays, and overnight shifts as required by business needs.
• Ensure seamless handover of reservations activities between shifts, maintaining accurate records and effective communication to support continuous departmental coverage.
• To assist with any other duties as required by the Director or another member of the management team.

Skills, Experience & Educational Requirements

• Bachelor’s degree
• Minimum of 1 year experience with Reservations or significant experience of working in contact centre or similar field
• Excellent knowledge of Greek and English (another language, namely Russian, German, Italian or French is an advantage)
• Experienced in using Opera system.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Excellent communication skills
• Strong administrative abilities
• Demonstrates flexibility to work a rotating shift schedule, including mornings, evenings, weekends, public holidays, and overnight shifts, in support of a 24-hour reservations operation.

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.