Υπάλληλος Κρατήσεων/ Reservations Agent

Avaton Luxury Hotel & Villas (www.avaton.com), a proud member of Relais & Châteaux, is a leading luxury hospitality company with a firm commitment to customer service. Dedicated to perfecting the travel experience and provide the highest standards of hospitality. We believe that our most valuable asset are our employees.

Position Overview

The Reservations Agent is a key ambassador of the hotel’s philosophy, responsible for delivering a refined, intuitive, and highly personalized reservations experience in line with Relais & Châteaux standards of excellence.

The role requires precision, emotional intelligence, and a deep understanding of luxury hospitality, ensuring that each guest interaction reflects the hotel’s identity, sense of place, and commitment to exceptional service.

The Reservations Agent supports revenue optimization while acting as a trusted advisor to guests, anticipating needs and transforming enquiries into meaningful, long-term relationships.

Guest Experience & Brand Representation

• Deliver a bespoke and emotionally intelligent reservations experience, aligning with Relais & Châteaux values of authenticity, discretion, and warmth
• Communicate the hotel’s story, character, and unique selling points with elegance and confidence
• Anticipate guest preferences and personalize recommendations (room types, experiences, dining, special occasions)
• Ensure every interaction—phone, email, or digital—is handled with professionalism, empathy, and attention to detail
• Reservations Management
• Accurately process, modify, and confirm reservations across all channels (direct, OTA, travel advisors, Relais & Châteaux network)
• Maintain meticulous reservation records, guest profiles, preferences, and special requests
• Coordinate with Front Office, Concierge, Housekeeping, F&B, and Spa to ensure seamless guest arrivals and stays
• Monitor availability, restrictions, and booking conditions to maximize occupancy and guest satisfaction

Revenue & Yield Support

• Apply selling techniques aligned with luxury positioning, upselling room categories and experiences where appropriate
• Support the Reservations Manager in implementing pricing strategies, offers, and minimum stay requirements
• Identify opportunities to convert enquiries into confirmed bookings while preserving rate integrity
• Understand and respect brand positioning—selling value, not discounts

Relais & Châteaux Standards & Quality

• Adhere strictly to Relais & Châteaux service guidelines, tone of voice, and quality benchmarks
• Uphold confidentiality, discretion, and ethical conduct at all times
• Participate in audits, quality reviews, and brand compliance initiatives
• Actively contribute to maintaining high guest satisfaction scores and brand reputation

Administrative & Reporting Duties

• Prepare daily reservations reports and assist with forecasting as required
• Handle billing queries related to reservations with accuracy and professionalism
• Escalate complex guest issues or VIP requests to the Reservations Manager when necessary
• Support training of new team members when requested

Requirements

**This position is based at the resort in Halkidiki during the summer season. During the winter period, the role is based at our headquarters in Thessaloniki.**

Education & Experience

• Degree or diploma in Hospitality Management, Tourism, or a related field preferred
• Minimum 2 years’ experience in reservations or front office within a 5★ luxury or boutique hotel

Technical & Professional Skills

• Proficiency in hotel PMS and reservations systems (e.g. Opera, Protel, or similar)
• Strong understanding of luxury reservations processes, rate structures, and booking conditions
• Ability to apply refined sales and upselling techniques aligned with high-end brand positioning
• Confident handling of OTA, direct, and travel advisor bookings
• High level of accuracy in data entry and guest profile management

Communication & Service Excellence

• Excellent verbal and written communication skills with a polished, professional tone
• Fluency in English is mandatory (C2); additional languages are highly desirable
• Strong interpersonal skills with the ability to build trust and rapport quickly
• Discretion, confidentiality, and emotional intelligence when handling guest information and requests
• Commitment to maintaining brand standards and service consistency

• Complimentary employee meals prepared by the Avaton Culinary Team.
• Complimentary employee stay at one of our newly build staff houses (2 people accommodation).
• Training programs by our experienced team (Future Leaders Training Program by Avaton)
• Option to work within the Relais & Chateaux family during the winter period across the Globe.
• Health benefits, insurance, gifts are paid at the end of the season in full.
• Growth opportunities within the company as a hospitality professional

• Working hours: 8 
• Complimentary employee transportation 
• Summer work in Halkidiki (May-October) - Winter work in Thessaloniki (December-April)