Guest Service Centre Agent – Athenaeum InterContinental Athens

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.