Guest Service Centre Agent – Athenaeum InterContinental Athens

(Fixed Term)

The Guest Service Centre Agent establishes and maintains contact with guests via the telephone or through the Business Centre, offering assistance during their stay. 

At InterContinental Hotels & Resorts^® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests' needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Responsibilities:

• Manage telephone systems and equipment (DECTs, bleeps).
• Stay updated on daily activities via checklists and operation boards.
• Provide guests with information on hotel services, facilities, and activities.
• Handle wake-up calls for individuals, crews, and groups.
• Transfer incoming and internal calls, and place calls when necessary.
• Post telephone/internet charges and manage function equipment requests.
• Respond to guest requests and forward them to relevant departments.
• Handle emergency situations (e.g., fire alarm, evacuation).
• Maintain department inventory and create reports.
• Promote hotel services and aim to increase revenue through up-selling and cross-selling.
• Ensure proper charge tracking.
• Distribute documents to hotel departments and manage correspondence (emails, faxes).

Qualifications:

• Proven experience in a guest service or hospitality-related role.
• Excellent knowledge of the Greek and the English language.
• Familiarity with hotel systems.
• Excellent communication skills, both written and verbal.
• Ability to work efficiently under pressure and handle emergency situations calmly.
• Professional and friendly demeanor with a guest-first attitude.
• Ability to handle confidential information with integrity and discretion.
• Flexibility to work various shifts, including weekends and holidays.