Telephone Operator | One&Only Aesthesis, Athens

• Promptly answer all incoming internal and externalcalls within three rings, using professional, courteous, and friendly language.
• Follow phone etiquette in all interactions and complywith LQA (Leading Quality Assurance) standards for communication.
• Ensure accurate call transfers to the appropriatedepartment or personnel. Blind transfers are not permitted unless previouslyarranged.
• Type and deliver guest messages using the appropriateguest collateral in a timely and efficient manner.
• Ensure hotel personnel messages are clearly typed inemail drafts and sent promptly.
• Verify accuracy, grammar, and spelling in all outgoingcorrespondence.
• Make restaurant reservations on behalf of guests viathe approved channels, ensuring accuracy in booking details and confirmation.
• Provide accurate information about room types,applicable rates, discounts, and rate policies.
• Assist guests with international call requests andprovide full support where required.
• Record guest feedback or issues in the guest responsetracking system and ensure follow-up actions are taken and discussed in teambriefings.
• Deliver all wake-up calls efficiently and on schedule.
• Provide immediate assistance to guests upon requestand always seek opportunities to enhance their experience.
• Ensure smooth information flow across departments andstay updated on all hotel facilities, events, and services.
• Maintain and regularly update the hotel extension listto reflect staff movements.
• Collaborate effectively with other departments to meetguest needs.
• Demonstrate full knowledge of procedures to follow inthe event of emergency calls (e.g., doctor, ambulance, fire), and respondcalmly and efficiently.
• Read and action the shift diary daily, ensuring allitems are addressed within the required timeframe.
• Review the arrivals report daily and act on allrelevant switchboard-related notes or profile details.
• Complete the daily checklist with attention to detailand verify during each shift handover.
• Report any mechanical or technical issues withswitchboard or related equipment immediately to the IT Manager.
• Always maintain a polished and professionalappearance, wearing a clean, well-pressed uniform.
• Uphold the hotel's professional standards and imagethrough every guest and colleague interaction.
• Remain flexible and assist with any other duties asrequested by the Director or Management Team.
• The employee may be required to perform additional duties or responsibilities within any department of the hotel, as assigned by Management.
• Active participation in training and development programs is expected to continuously improve knowledge, skills, and performance.
• The employee must be fully familiar with the hotel's policies regarding fire safety, hygiene, health, and emergency evacuation, and ensure participation in regular fire and emergency drills.
• Full compliance with the policies and procedures outlined in the Employee Handbook is mandatory.
• A high standard of personal grooming, hygiene, and professional attire must be always maintained, in line with the hotel's image and branding.
• The employee must always extend the highest level of courtesy and service to guests, including in situations beyond the standard scope of their role.
• Flexibility is essential, and the employee should be prepared to take on any reasonable task or responsibility as requested by management.
• Posses a clear understanding of all emergency procedures, including but not limited to incidents involving accidents, medical emergencies, fire, elevator issues, theft, bomb threats, or criminal acts.
• Ensure full compliance with the hotel's safety, health, and security policies and procedures at all times.
• Treat all colleagues with respect, professionalism, and courtesy in all interactions.
• Handle staff differences or conflicts discreetly and professionally, away from guest areas and in a constructive manner.
• Communicate essential information clearly and accurately to relevant team members and departments.
• Maintain a respectful and collaborative work environment, managing disagreements diplomatically to preserve team cohesion and morale.
• Keep supervisors and management informed of relevant developments, activities, or concerns in an appropriate and timely manner.
• Accept and respond positively to management direction and feedback, applying instructions constructively to enhance performance.

• Technical Skills: Proficient in MS Office applications (Word, Excel, Outlook); knowledge of Opera Property Management System is essential.
• Communication: Excellent verbal and written communication skills; strong phone etiquette; fluency in English is required. Additional language proficiency is an advantage.
• Interpersonal Skills: Outgoing, approachable, and people-oriented with strong relationship-building abilities.
• Work Ethic: Reliable, courteous, professional, and committed to delivering outstanding service.
• Adaptability: Able to remain calm under pressure, multitask effectively, and adapt to dynamic work environments.
• Health & Availability: Physically fit, of sound health, and able to work flexible shifts including weekends and holidays as required.

• 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.

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