About the role
The Reservations Agent is a key player in ensuring a seamless reservation process and providing excellent guest service. As a brand representative, the agent contributes to the overall guest experience by efficiently handling reservation requests, changes, and cancellations while upholding the values of Phāea.
About Phāea
PHĀEA is a leader in the Greek hospitality industry, bringing an authentic approach to experiential travel and luxury – one that is inspiring yet effortless, elevated yet conscious, highly curated yet understated.
Born in Crete, PHĀEA comprises a collection of properties – Phāea Blue, a member of SLH, Phāea Cretan Malia, a member of Design Hotels, Village Heights Resort and Koutouloufari Village Holiday Club. These properties blend bold design, responsible living, and authentic experiences, immersing visitors in the genuine Greece. PHĀEA is expanding to introduce undiscovered Greek destinations into its portfolio.
Together, we are on a journey of learning and evolution, where every day is an opportunity to develop new skills, to embrace new experiences, and to take another step forward towards our vision of an altogether kinder hospitality.
PHĀEA is proud to be Great Place To Work® – Certified™, reflecting our commitment to an inclusive, welcoming and people-centered work environment.
Culture Fit
- Contribute to the curation of extraordinary, guest-centric, luxury and meaningful travel experiences that tell the story of a truer, more timeless Greece.
- Contribute to a culture of collaboration by crafting authentic relationships and encouraging the personal and professional growth.
- Engage with and support the values of Phāea – Consciousness – Innovation and Community - through your day-to-day work and your interaction with team members and guests.
Job Fit- Responsibilities
- Efficiently manage reservation requests, changes, and cancellations via phone or mail, ensuring guests are informed about room options, rates, and policies.
- Engage with guests to promptly address queries and concerns, offering personalized service to meet their needs and preferences.
- Communicate clearly and professionally with guests and colleagues, upholding high standards of telephone etiquette.
- Collaborate respectfully with team members, handling sensitive matters discreetly.
- Adhere to the quality assurance standards, aiming for continual service improvement to boost guest satisfaction.
- Support sustainability initiatives within the organization.
Requirements
Must Have:
- Previous experience in hotel reservations or customer service roles.
- Excellent verbal and written communication skills in English, Greek
- Strong attention to detail and accuracy in data entry.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Familiarity with hotel reservation systems and proficiency in using computer systems and software.
- Exceptional problem-solving skills and the ability to remain calm in challenging situations.
Nice to Have:
- Familiarity with Opera PMS
- Bachelor's degree in hospitality or a related field.
- Additional language proficiency.
- Knowledge of local attractions and services.
Benefits
What we offer:
- Comprehensive hospitality and department-specific training
- Meals in Staff Canteen
- Staff transportation (for Heraklion residents)
- Opportunities for career advancement
- Supportive and welcoming work atmosphere
- A wide variety of benefits
