Service Agent – Luxury Hotel

About the role

The new luxury hotel Conrad Athens The Ilisian, located within The Ilisian in Athens' cultural and historical centre, is looking for a Service Agent. You will be the main point of contact for guests, handling inquiries and requests by phone, email and chat, and ensuring a seamless, satisfying stay.

Key responsibilities

• Respond promptly to guest inquiries and requests via phone, email and chat.
• Assist guests with room service orders, housekeeping needs, concierge requests and general hotel information.
• Document and track guest interactions and service requests in hotel management systems such as Opera PMS and HotSOS.
• Anticipate guest needs and manage incoming requests, escalating complex issues when appropriate.
• Collaborate with Front Office, Housekeeping and Engineering to coordinate services.
• Gather guest feedback, share insights with leadership and keep up to date on amenities, services and promotions.
• Uphold hotel policies and contribute to the Guest Service Center team.

Required profile

• At least 2 years of experience in customer service or hospitality, preferably in a luxury hotel.
• Fluent Greek and English; additional languages are a plus.
• Strong problem-solving, multitasking and organisational skills, able to work independently and in a team.

Required skills

• Familiarity with hotel management systems and Microsoft Office is preferred.
• Professional communication and attention to detail.

What we offer

• A competitive remuneration package.
• Private medical insurance.
• Career development opportunities.