connectivity agent | one&only aesthesis, athens (18896)

The Connectivity Agents manages efficiently any internal and external calls and emails, as well as acts as a point of liaison between the guests and any other departments of the resort (FO, Hosts, restaurants, housekeeping, maintenance, SPA, activities etc.). They take and enter all guests’ requests and proficiently communicates to the proper departments by radio, ALICE, phone, or email, and monitors the request until proper completion. 
The Connectivity Agent plays a major role in the pre-arrival journey of our guests by being the main contact with the guest, creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard. 
Finally, Connectivity Agents have a high sense of customer service and communication, fluent in English (written and spoken), and know how to work under pressure. The use of computer, including Microsoft Office products and systems, seven rooms/Open Table, ALICE, SAGA as well as the ability to write with high speed and in a professional manner is highly required.

Key Responsibilities:
Call Center Management:

• Handle all incoming calls to the resort’s call center, providing prompt, professional, and courteous assistance to guests and potential visitors.

• Coordinate with various resort departments to ensure accurate and up-to-date information is provided to guests.

• Supporting with the oparation of the guest messaging HUB 

Restaurant Reservations:

• Manage restaurant reservations over the phone and via email for external guests, in-house guests, and last-minute requests.

• Confirm reservation details, including date, time, party size, and special requests or dietary restrictions.

• Liaise with restaurant staff to ensure reservations are accurately recorded and special requests are met.

Pre-Arrival Communication & Concierge Arrangements:

• Send pre-arrival emails to guests, confirming booking details and providing information on available services and activities.

• Update relevant systems with guest preferences, allergies, estimated time of arrival, and other pertinent information.

• Coordinate with purchasing to ensure requested items (e.g., baby jumpers, baby food, potty, etc.) are ordered and provided on time.

• Handle transfer requests and book activities, dining, boats, helicopters, special amenities, spa appointments, tennis sessions, kids club enrollment, babysitting services, and other special requests.

• Provide recommendations and make arrangements for services outside the hotel, such as barber shops, shisha, boxing equipment, etc.

• Follow up with guests to confirm estimated time of arrival and in-room guest sharing.

Special Event Coordination:

• Collaborate with the culinary, F&B, and host teams to facilitate special events such as wedding proposals, birthday parties, and private dinners.

• Ensure all event details are meticulously planned and executed to deliver memorable guest experiences.

Mailbox Monitoring:

• Monitor and manage five shared mailboxes, ensuring timely responses to all guest inquiries and requests.

• Prioritize and organize email correspondence to maintain efficient communication.

VIP Member Bookings:

• Manage and coordinate bookings for over 91 VIP members within the resort.

Operational Duties:

• Provide administrative support to Hosts, Sales, Marketing, Events, and Accounting departments as needed.

• Know how to use ALICE systems, GMH ReviewPro, OPERA, seven room/OpenTable and SAGA perfectly to ensure a smooth operation and effective communication

• Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly

• Know how to use ALICE systems, GMH ReviewPro, OPERA, seven room/OpenTable and SAGA perfectly to ensure a smooth operation and effective communication

• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules

• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed

• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities

• Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction

• Have a complete knowledge on all food and beverage products available for room delivery

• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information

• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers

• Adhere to the tasks delegated by Supervisor / Manager

• Observing proper and professional email and telephone etiquette

• Effective in complaint handling and problem resolution

Skills, Qualifications & Requirements

• High School Diploma

• Minimum of 1 year experience with in contact centre or similar field

• Good knowledge of English. Additional language skills will be advantageous.

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.

• General good etiquette and very good communication skills.

• Able to work flexible hours including overnight shifts

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.