Team Leader, Front Office, One&Only Aesthesis, Athens
(8186)
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.
About the role
The purpose of this position is to manage the daily activities, reporting, training and operations of the Front Office operations and colleagues. With experience in a high-quality luxury boutique hotel/resort guest services, the Team Leader will support the Front Office team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Team Leader oversees all stages of guest stay, starting from smooth arrival & check-in experiences and finishing with spotless check-outs process & departure experience. Supports the tracking of guest preferences and resolution of service issues, reporting all extraordinary cases to Front of House Management team.
Key Duties and Responsibilities
- 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;
- Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others;
- Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction;
- Cooperation with other hotel departments to make sure the work is planned and organized efficiently;
- 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;
- Perform Front Desk/Guest Relations/Guest Services/Butler duties in high demand times;
- Supervises Front Office Agents
- Understanding employee positions well enough to perform duties in employees' absence;
- Regular check of Front Office LQA and Forbes Standards;
- Provide guidance and direction to subordinates, including setting performance standards and monitoring performance;
- To assist with any other duties as required by the line manager or another member of the management team.
Skills, Experience & Educational Requirements
- Minimum two years working in a luxury, 5-star hotel
- Degree in hospitality management
- Fluent in verbal and written English
- Microsoft Office proficiency and Opera
- Excellent written and oral communication skills required
- Strong leadership skills and interpersonal communication skill
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.
