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
Telephone Operator (Communications)
should sound welcoming, friendly and helpful to the caller (external and
internal). Telephone Operator (Communications) guarantee that all guests
receive prompt, cordial and efficient attention and service throughout their
enquiries. Always remember to smile when speaking over the phone to make sure
guest will get the best service.
Key Duties and Responsibilities
- Promptly answer all incoming internal and external
calls within three rings, using professional, courteous, and friendly language.
- Follow phone etiquette in all interactions and comply
with LQA (Leading Quality Assurance) standards for communication.
- Ensure accurate call transfers to the appropriate
department or personnel. Blind transfers are not permitted unless previously
arranged.
- Type and deliver guest messages using the appropriate
guest collateral in a timely and efficient manner.
- Ensure hotel personnel messages are clearly typed in
email drafts and sent promptly.
- Verify accuracy, grammar, and spelling in all outgoing
correspondence.
- Make restaurant reservations on behalf of guests via
the 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 and
provide full support where required.
- Record guest feedback or issues in the guest response
tracking system and ensure follow-up actions are taken and discussed in team
briefings.
- Deliver all wake-up calls efficiently and on schedule.
- Provide immediate assistance to guests upon request
and always seek opportunities to enhance their experience.
- Ensure smooth information flow across departments and
stay updated on all hotel facilities, events, and services.
- Maintain and regularly update the hotel extension list
to reflect staff movements.
- Collaborate effectively with other departments to meet
guest needs.
- Demonstrate full knowledge of procedures to follow in
the event of emergency calls (e.g., doctor, ambulance, fire), and respond
calmly and efficiently.
- Read and action the shift diary daily, ensuring all
items are addressed within the required timeframe.
- Review the arrivals report daily and act on all
relevant switchboard-related notes or profile details.
- Complete the daily checklist with attention to detail
and verify during each shift handover.
- Report any mechanical or technical issues with
switchboard or related equipment immediately to the IT Manager.
- Always maintain a polished and professional
appearance, wearing a clean, well-pressed uniform.
- Uphold the hotel’s professional standards and image
through every guest and colleague interaction.
- Remain flexible and assist with any other duties as
requested 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.
Skills, Qualifications & Requirements
- 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.
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.