team leader, front office | one&only aesthesis,athens (9926)

Key Duties and Responsibilities 

Managing employees 

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example; 
• Encourage and build mutual trust, respect, and cooperation among team members; 
• Serve as a role model to demonstrate appropriate behaviours; 
• Supervises Front Office Agents 
• Understanding employee positions well enough to perform duties in employees' absence; 
• Empower employees to provide excellent customer service; 
• Conduct regular trainings for employees; 
• Ensuring that there is a proper coverage according to hotel occupancy; 
• Regular check of Front Office LQA and Forbes Standards; 
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills; 
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance; 
• Provide information to co-workers, and colleqgues by telephone, in written form, e-mail, or in person; 
• Regular check of staff adherence to policy and procedures of the hotel; 
• Perform regular trainings for Front Office Agents; 
• To assist with any other duties as required by the line manager or another member of the management team. 

Focus on Guests satisfaction 

• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved;  
• Provide immediate assistance to guests as requested; 
• Provide services for customer satisfaction and retention; 
• Create unforgettable moments for guests and making sure guests are blown away with the hotel service; 
• Maintain high visibility in public areas during peak times; 
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others; 
• Record guest issues in the guest response tracking system; 
• Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team; 
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction; 
• Collect guest preferences during guest’s stay, communicate to appropriate departments and act accordingly;  
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement; 
• Participate, as needed, in the investigation of employee and guest accidents; 
• Always seek opportunities to improve client service; 
• Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image.  

Front Office Essence 

• Ensuring the quality, standards and exceeding the expectations of the customers daily; 
• Ensure compliance with all policies, standards and procedures; 
• Update standards operational procedures related to Front Office if necessary; 
• Cooperation with other hotel departments to make sure the work is planned and organized efficiently; 
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property; 
• Participate in the discussion of the work that affects Front Office, discuss the ways of service improvement; 
• Support implementation of the upselling program, communicating and ensuring process; 
• Ensure all the rooms are assigned properly: according to category booked and guests preferences; 
• Ensure that passports data collected at the check-in and registration of hotel guests is done;   
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies; 
• Cover night Front Office shifts when required; 
• Perform Front Desk/Guest Relations/Guest Services/Butler duties in high demand times; 

Education or Certification 

• Bachelor's degree 
• Minimum two years working in a luxury, 5-star hotel and/or a degree in hospitality management. 
• Previous work in customer service and reservations experience preferred.  
• Excellent written and oral communication skills required.  
• Strong leadership skills and interpersonal communication skills. 
• Must be fluent in verbal and written English.  
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera. 
• Excellent listening and comprehension skills required. 

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.