Guest Service Center Agent

Be part of the newest luxury hotel, Conrad Athens The Ilisian. Located within The Ilisian - the new multidimensional city destination of Athens, this new luxury hotel marks a new chapter in Athenian hospitality offering an unparalleled experience in the city's vibrant cultural and historical center.

As a Guest Service Center Agent, you will be at the forefront of guest interaction, providing exceptional service and support to ensure an unforgettable experience for all guests at Conrad Athens The Ilisian. Your role will involve taking inquiries, addressing requests, and resolving issues with a focus on guest satisfaction, all while embodying the high standards of luxury hospitality.

Responsibilities

• Serve as the primary point of contact for guests, promptly responding to inquiries and requests via phone, email, and chat with professionalism and efficiency.
• Assist guests with a wide range of services, including room service orders, housekeeping needs, concierge requests, and general hotel information.
• Accurately document and track guest interactions and service requests using hotel management systems such as Opera PMS and HotSOS to ensure timely follow-up and resolution.
• Deliver personalized service by anticipating guest needs and preferences based on previous interactions and a thorough understanding of hotel offerings.
• Monitor, prioritize, and manage incoming requests to ensure prompt and effective responses, escalating complex issues when appropriate.
• Collaborate with departments such as Front Office, Housekeeping, and Engineering to coordinate services and ensure seamless guest experiences.
• Engage guests for feedback and ensure any concerns are addressed promptly, sharing insights with leadership to drive continuous improvement.
• Maintain up-to-date knowledge of all hotel amenities, services, and promotions to provide accurate, helpful information to guests.
• Uphold all hotel policies and procedures, fostering a safe, respectful, and guest-focused environment.
• Contribute to the success of the Guest Service Center team by supporting service initiatives and maintaining high operational standards.

Requirements

• Minimum of 2 years of experience in a customer service or hospitality role, preferably within a luxury hotel environment.
• Strong communication skills with a professional demeanor, fluent in Greek and English; additional languages are a plus.
• Excellent problem-solving abilities with a strong commitment to guest satisfaction.
• Ability to multitask and manage time efficiently in a fast-paced work environment.
• Enthusiastic and proactive attitude towards guest service with the ability to work both independently and as part of a team.
• Familiarity with hotel management systems and Microsoft Office applications is preferred.
• Strong attention to detail and organizational skills.

Benefits

• At Conrad Athens The Ilisian, you'll be part of a world-renowned luxury brand, where creativity, collaboration, and the pursuit of excellence are celebrated. We are committed to nurturing our Team Members' professional growth and well-being (offering a unique opportunity to contribute to the legacy of a landmark property in the vibrant city of Athens).
• The Company offers a competitive remuneration package, private medical insurance, and career development opportunities in a dynamically growing business environment.