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

Team Leader, Communications Center | One&Only Aesthesis, Athens (18919)

The Spa Therapists at One &amp; Only Aesthesis, Guerlain Spa, are responsible for delivering exceptional treatments to guests of the spa in line with Guerlain and Hotel brand standards, whilst maintaining excellent five-star client care, cleaning standards and grooming. Responsible for revenue generation through retail, up selling and cross sales to other business centers in the spa. Key Duties and Responsibilities • &nbsp; &nbsp;Responsible for achieving retail sales targets as set by the Spa Manager. • &nbsp; &nbsp;Ensure aftercare recommendations are made at the end of every treatment, linking with client concerns and offering to prepare products at reception for purchase. • &nbsp; &nbsp;Encourage clients to return to the spa by recommending an ongoing treatment program and cross selling the other business centers in the spa. Maintain a sound knowledge of all treatments, packages and any promotions. • &nbsp; &nbsp;Participate in demonstrations/ events as required. • &nbsp; &nbsp;Ensure that daily sales figures are accurately recorded. • &nbsp; &nbsp;Perform all treatments at an exceptional standard, as per the Guerlain protocols and standards taught in training, whilst tailoring to the client’s specific needs. • &nbsp; &nbsp;Update own knowledge of products and treatment brand standards, outside of formal training by Guerlain and Head Therapist.&nbsp; • &nbsp; &nbsp;Carry out an in-depth consultation with each client prior to treatment, ensuring medical history and concerns are identified.&nbsp; • &nbsp; &nbsp;Protect the guest experience by moving quietly around the treatment room and in corridors.&nbsp; • &nbsp; &nbsp;Use the correct quantities of products as specified by the manufacturer and not exceed that amount. • &nbsp; &nbsp;Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organized as per the spa standards. • &nbsp; &nbsp;Follow treatment room opening and closing procedures correctly, reporting any maintenance issues to the SPA Manager/Director of Wellness. • &nbsp; &nbsp;Maintain the highest standard of guest services by following Guerlain protocols and displaying genuine care and attention to detail. • &nbsp; &nbsp;Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues. • &nbsp; &nbsp;Always ensure confidentiality including data protection, medical details and any information provided in confidence by the client. • &nbsp; &nbsp;Report any guest complaints to the SPA Manager/Director of Wellness so that they can be handled promptly and effectively.&nbsp; • &nbsp; &nbsp;Perform all treatments in a professional, hygienic and safe manner for all clients, updating knowledge and training regularly. • &nbsp; &nbsp;Responsible for the cleanliness, sterilization and hygiene of all equipment, products and linens in the treatment and preparation areas, following Guerlain protocols.&nbsp; • &nbsp; &nbsp;Day-to-day responsibility for equipment, products, cleanliness and hygiene of the treatment and preparation areas. • &nbsp; &nbsp;Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. &nbsp; • &nbsp; &nbsp;Act responsibly at all times in relation to personal safety along with the safety of colleagues and guests of the spa. • &nbsp; &nbsp;Support the Spa Attendants where required in maintaining cleanliness and hygiene in the spa facilities.&nbsp; • &nbsp; &nbsp;Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.&nbsp; • &nbsp; &nbsp;Always be punctual and prepared in advance of treatments. • &nbsp; &nbsp;Support all departments in the spa including covering reception and spa attendant duties as and when required. • &nbsp; &nbsp;Must adhere to training as set down by the Head Therapist and attend all training courses as deemed necessary. • &nbsp; &nbsp;To assist with any other duties as required by the Director or another member of the management team.Skills, Experience &amp; Educational Requirements • &nbsp; &nbsp;Certification by a recognized institute • &nbsp; &nbsp;Minimum of 3 years’ experience in relevant positions. • &nbsp; &nbsp;Excellent knowledge of English • &nbsp; &nbsp;Excellent communication skills

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team leader, communications center | one&only aesthesis, athens (18919)

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