guest experience agent | one&only aesthesis, athens (18917)

The Guest Experience colleague is responsible for delivering seamless, personalized, and exceptional service throughout the entire guest journey—pre-arrival, arrival, in-house, and post-stay. This role combines the responsibilities of guest communication, concierge services, call center management, reservations support, and in-person host duties.  

Guest Journey Management: 

• Manage and support all stages of the guest journey: pre-arrival, arrival, in-house, and post-stay.

• Send pre-arrival communication, gather guest preferences, prepare itineraries.

• Organize warm welcomes and fond farewells.

• Conduct in-room check-ins and collect preferences during the stay.

• Ensure all guest expectations are met and exceeded. 

Call Center & Communication Hub: 

• Handle all incoming calls and emails promptly and professionally.

• Support the operation of the guest messaging hub.

• Manage communication between guests and departments using ALICE, Opera, OpenTable/SevenRooms, radio, phone, and email. 

Reservations & Concierge Services: 

• Manage dining reservations and book activities, spa, transfers, boats, helicopters, kids club, babysitting.

• Coordinate amenities and special items with departments.

• Provide recommendations for external services. 

Guest Relations & Service Delivery: 

• Provide immediate assistance with guest requests and deliver items or services directly to rooms.

• Maintain high standards in performing host services such as welcome drink, wake-up service, in-room check-in, unpacking, aromatic bath, cigar service, etc. 

Operational Excellence: 

• Maintain strong collaboration with all resort departments.

• Use all required systems with proficiency.

• Maintain knowledge of room categories, rates, amenities, schedules, events, VIP movements.

• Record guest issues and ensure complaints are resolved.

• Follow LQA & Forbes service standards. 
   

Skills, Qualifications & Requirements: 

• Bachelor’s degree or High School Diploma.

• Minimum 1–2 years’ experience in guest relations, concierge, contact center, or luxury service roles.

• Strong English communication; additional languages beneficial.

• Computer literacy: Opera, ALICE, MS Office, OpenTable/SevenRooms.

• Ability to multitask and work under pressure.

• Excellent grooming and customer service. 

What We Offer

• A dynamic and collaborative work environment in a world-class luxury resort.

• Career growth opportunities within One&Only Resorts.

• Continuous training and professional development.

• Competitive salary and benefits package.

• Private health insurance.

• Exclusive discounts at partner businesses.