Team Leader, Communications Center | One&Only Aesthesis, Athens
(18919)
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 Communications Team Leader is responsible for the daily operations of the Connectivity Center, ensuring it functions as the Central Communication Hub of the Resort. This role supervises the Connectivity team, oversees guest communications, and coordinates all guest needs in a timely manner. The Connectivity Team Leader also supports the reservations team in maximizing room revenue and occupancy, entering reservations into Opera, and offering availability over the phone. A thorough understanding of Connectivity Center operations, Resort facilities, and departmental functions is essential.
Key Duties and Responsibilities:
Team Leadership
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Supervise the daily operations of the Connectivity Center, ensuring that all incoming, in-house, and outgoing calls are handled efficiently and courteously.
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Create and manage the team schedule, always ensuring adequate coverage.
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Conduct regular one-on-one meetings with team members to provide feedback, support, and guidance.
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Train and onboard new team members, ensuring they are well-versed in all standard operating procedures (SOPs) and protocols.
Call Management:
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Ensure all guest calls, department routing, and external calls (local, trunk, long-distance) are handled professionally.
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Monitor and maintain the Wakeup Call Service, ensuring all requests are accurately logged in Alice and executed promptly.
Guest Communication & Pre-Arrival Checks:
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Oversee pre-arrival communication, ensuring all guest details, preferences, and special requests are accurately logged and communicated to relevant departments.
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Perform pre-arrival checks to ensure all arrangements, including room readiness, special requests, and welcome letters, are in place.
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Ensure the timely preparation and delivery of arrival letters, birthday cards, welcome notes, and any special communications for guests.
Reservation & Sales Support:
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Assist the reservations team in maximizing room revenue and occupancy by managing reservations, entering details into Opera, and providing availability information.
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Apply effective selling, up-selling, cross-selling, and suggestive selling techniques to maximize property revenue.
Restaurant Reservations
- Handle restaurant reservations end-to-end, including availability management, special requests, coordination with outlets, and proactive communication to ensure an exceptional dining experience for guests.
System & Equipment Maintenance
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Ensure the proper functioning of all communication systems, including messaging, Alice, SAGA, Review Pro, and telephone equipment. Report any malfunctions to IT or Engineering promptly.
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Maintain and update the resort extension list and telephone directory, ensuring all contact information is current and accessible.
Emergency Protocols:
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Ensure that all emergency calls, including fire, bomb threat, medical, tsunami alerts, and blackouts, are handled according to established policies and protocols.
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Regularly drill and refresh the team on emergency procedures to ensure preparedness.
Guest Preferences & VIP Services:
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Ensure that guest preferences are accurately communicated to the appropriate departments and logged into Opera.
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Oversee the management of VIP member bookings and ensure that their preferences are meticulously handled.
Inter-Departmental Communication
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Foster strong inter-departmental relationships to enhance service synergy within the resort.
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Ensure that all guest complaints and compliments are communicated to the manager, and appropriate actions are taken.
Administrative Duties:
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Manage and monitor five shared mailboxes, ensuring timely responses to guest inquiries and requests.
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Make requisitions for Connectivity Center needs and manage general store requests.
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Maintain and update records, including the Management Team Accommodation Contact List and emergency contact numbers.
Skills, Experience & Educational Requirements:
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Education: Bachelor’s degree in Hospitality Management or a related field.
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Experience: Minimum of 2 years of experience in a contact center or similar role, with at least 1 year in a supervisory capacity.
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Language Proficiency: Excellent command of English. Additional language skills (e.g., Russian, German, Italian, or French) are an advantage.
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Technical Skills: Proficient in Opera system, and computer proficiency in a Windows environment (Word, Excel, PowerPoint).
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Communication Skills: Excellent communication and interpersonal skills, with the ability to manage a team effectively.
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Customer Focus: Strong focus on delivering exceptional customer service with attention to detail.
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Administrative Abilities: Strong organizational and administrative skills, with the ability to manage multiple tasks efficiently.
What We Offer
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A dynamic and collaborative work environment in a world-class luxury resort.
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Career growth opportunities within One&Only Resorts.
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Continuous training and professional development.
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Competitive salary and benefits package.
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Private health insurance.
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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.