Guest Experience Agent, Season 2027 | One&Only Aesthesis, Athens

Guest Experience Agent, Season 2027 | One&Only Aesthesis, Athens
(21830)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary
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.

Key Duties & Responsibilities

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.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.