guest experience agent, night shift | one&only aesthesis, athens 10288

The Guest Experience Agent, Night Shift, is responsible for providing exceptional guest experiences throughout the night shift by coordinating communication between guests and all hotel departments. This role combines personalized guest relations with effective communication, ensuring guest satisfaction, efficient handling of requests, and adherence to brand standards. The Night Host ensures smooth pre-arrival coordination, manages in-house guest interactions, and provides accurate information and seamless service across all touchpoints.

Key Duties and Responsibilities

Guest Experience & Service:
• Deliver personalized and attentive service to all guests, ensuring expectations are met and exceeded.
• Maintain high visibility in guest areas, establishing positive guest relationships while upholding professionalism.
• Anticipate guest needs and provide proactive solutions and assistance.
• Handle guest inquiries, requests, and complaints promptly and effectively, ensuring follow-up and resolution.
• Assist with arrivals and departures, including in-room check-ins, special requests, and VIP preparations.

Communications & Coordination:
• Manage internal and external calls and emails efficiently, acting as a central point of contact between guests and departments.
• Log and monitor guest requests in ALICE or other systems, ensuring timely completion and quality control.
• Coordinate pre-arrival communication with guests to confirm itineraries, reservations, and special requirements.
• Coordinate with departments such as Food & Beverage, Housekeeping, Spa, and Maintenance to ensure seamless guest service delivery. When required by company or operational needs, be prepared to assume responsibilities within any of these departments.
• Maintain up-to-date knowledge of resort facilities, rates, promotions, and local attractions to provide accurate information.
• Oversee the resort’s telephone center operations during the night shift, ensuring all calls are handled promptly and courteously.
• Manage guest messaging through multiple communication channels, including phone, email, and digital platforms, ensuring timely responses and professional communication.

Operational Excellence:
• Ensure compliance with all company standards, policies, and operating procedures.
• Monitor and report guest feedback, contributing to continuous service improvement.
• Maintain cleanliness, grooming, and professional appearance in line with hotel standards.
• Participate in shift handovers, departmental meetings, and training sessions as required.
• Support special events, VIP coordination, and other operational needs as assigned.
Additional Responsibilities:
• During low season, support the in-residence dining operations by managing and assisting with order delivery to ensure a seamless guest experience.

Skills, Qualifications and Requirements

• Bachelor’s degree or equivalent professional qualification in Hospitality or related field.
• Minimum of 2 years’ experience in Guest Relations, Front Office, or Communications roles within a luxury hospitality environment.
• Strong command of English (written and spoken); additional languages are an asset.
• Proficient in Microsoft Office, Opera PMS, ALICE, and other hotel communication systems.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to multitask, remain calm under pressure, and maintain professionalism at all times.
• Flexible to work overnight shifts and adaptable to evolving operational requirements.