Guest Services Agent - Bvlgari Hotel Milano

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hu7i1

Guest Services Agent Guest Services Reports to: Guest Services Director, Guest Services Manager, Guest Services Supervisor, Night Manager. Responsible for the accurate, courteous and efficient reservation, communication (PBX), check in and check out of hotel guests providing the highest level of personal service. main responsibility is the maintenance and control of the hotel's room inventory on a day to day basis. This includes coordinating room assignments & controlling room inventory, organizing guestroom moves, controlling sell-out days, supervising upgrades and monitoring Interfaces.

The GSA is also responsible for maintaining, implementing, recording guest preferences and their implementation to give our guests the most personalized service. By applying empowerment and making decisions complete problem resolution should be ensured at all times and a strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. This relationship is key to the success of the Front of House operations functioning.

Front desk and back office areas.

Front

Office is a focal point for all guest/visitor reception and inquiries. A College Degree or in the process of receiving one. Possess a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.

Knowledge of computers. Training in the hospitality industry. Previous experience as a Front Office Receptionist in a luxury market. Fluency in a second language. Knowledge of Opera, Marsha, Mystique and Concierge Assistant.

Must have a professional image and personality exuding confidence and leadership skills. Ability to promote positive relations with all individuals who approach the Front Desk and by telephone. Ability to work well under the pressure of coordinating many requests at any given time.

Ability two work well under the pressure of 50 arrivals/departures transactions within any given period of time. Ability to input and access data in a computer. Ability to ensure security of guestroom access.

Ability to maintain confidentiality of all guest information and pertinent hotel data. Ability to perform job functions with minimal supervision. Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.

Ability to be flexible as the job changes. Ability to work flexible hours, including weekends, holidays and evenings if necessary. Obtain assigned bank and ensure accuracy of contracted monies. Meet with departing Front Desk Agent at the beginning of your shift as well as with incoming agent at the end of your shift to review business status,



pass on all pertinent info and follow-up on items still to be resolved.

Maintain a complete, detailed and updated knowledge of all room types, room numbers and names, room layout, appointments, amenities & locations. Be knowledgeable of all offered rates, special packages and promotions, room availability and status for any given day as well as scheduled daily activities, group names & meeting locations. Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.

Adhere to and practice the Three Steps of Service at all times. Set up work stations with necessary supplies & maintain cleanliness throughout shift. Access all functions of computer systems according to established procedures and standards.

Responsible for clearing trace file and reading Log-book daily and ensuring all follow up is completed. Confirm or if necessary walk-in a reservation and review all details as well as any special noted information. Verify guest information and register guest in the computer.

Obtain a method of payment for each guest and input into system. This can include credit cards, checks and gift certificates or collect cash among others. sharewith, separate room/tax/incidentals, comp). Advice guest of any messages, mail, faxes, etc, received for them.

Communicate services and amenities included in packages to guests on packages.

Issue

Safety deposit boxes to guests and ensure security of keys. Answer all incoming calls within 3 rings and with a smile, using correct salutations and telephone etiquette: Offer detailed information on the voice mail system to callers and guest wishing to leave a message. Run emergency reports.

Responsible for assigning CARE rooms in conjunction with Engineering and Housekeeping. Responsible for the daily set up of showrooms in conjunction with Housekeeping. Responsible for monitoring and clearing DNR rooms.

Maintain the inventory of the hotel: Block guaranteed room types, special requests, requests to be near other rooms, early arrivals & VIP's. Verify all specialty room blocks. Communicate with The Club Manager/ Club Concierge.





Verify remaining blocks to ensure we're meeting the customers' needs and fill the holes in the matrix/ block the house. Advise the Director of Revenue Management of any over-commitments in room types and communicate with the Director of Revenue Management on how much to oversell the hotel daily/ as needed. Responsible for communicating and expediting room waits.

Responsible for orchestrating room moves. Responsible for setting up charge routing and coordinating any special billing requests. Responsible for ensuring all Reservations have proper company, source and individual profiles linked in Opera as well as assisting in linking profiles in Class.

Promote positive guest relations to all individuals approaching the Front Desk. Follow up with designated hotel personnel to ensure completion of request. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.

Accommodate room changes expediently. Resolve discrepancies on the room status report with Housekeeping. Responsible for completing the Credit Report. Responsible for completing the Room Rate Variance Report.

Process express checkouts throughout the shift. Responsible for handling guest relocations & extending every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Assist all departments /executives in obtaining appropriate information regar ding groups, inventory and guest information.

Make reservations for rooms.

Provide

Tours of the Hotel and of guest rooms to anyone inquiring to do so. Process adjustment vouchers, paid-outs, miscellaneous charges. Settle room accounts. Run closing reports count bank at end of shift. Complete designated cashier reports. Balance receipts and ensure to have proper paper backup on all transactions, drop receipts and any cash at end of shift as needed. Successful completion of the training/certification process.

At Marriott

International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. #

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hu7i1