guest experience agents, season 2026 opportunities | one&only aesthesis, athens 18258

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.