Guest Relations Agent
Pubblicato il 27-08-2026 - Rocco Forte Hotels in Milano
**GUEST RELATIONS AGENT** Main Purpose:
The Guest Relations Agent is at Guests’ disposal to listen and to anticipate their needs, ensuring a pleasant and satisfying stay.
Reports to: Guest Relations Manager. Main duties & responsibilities: - Create and maintain warm and sincere relationship with guests and colleagues, handling complaints, according to the company policies, procedures and standards;
- Address complaints (escalating to the Guest Relations Manager when needed) and go the extra mile to make sure our Guests are satisfied;
- Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay;
- Ensure daily presence in the outlets, to ensure guest satisfaction & feedback on stay;
- Assistance to Front Office for Check-in procedures when required;
- Maintain the Guest database for future bookings, considering the preferences and updates guest profiles accordingly;
- Assist (together with the Guest Relations Manager) travel agents in the absence of the Sales Team representative;
- Ensure consistent communication between department managers, following up on guest requests and complaints;
- Promote the hotel outlets and activities. We offer: - Temporary contract (1 year) according to C.C.N.L. Settore Turismo.
- Learning & development activities and career opportunities.
- Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Resistente".
- Staff celebrations. Competencies required: - Collaboration: Be able and willing to work as a team within the department and with other departments.
- Personal Effectiveness & Communication: Demonstrate self-control and present information clearly and with confidence.
- Personal development: Be open to and accept constructive feedback and use it to improve. Ongoing dialogue with Head of Department on own performance objectives.
- Business orientation: Be able to follow guidelines and priorities assigned by Head of the Department in order to achieve goals in a timely and satisfactory way. Perform his/her tasks with integrity.
- Technical Skills: Demonstrate technical competence and knowledge related to the role. Other requirements: - Professional experience, preferably at international level, in the same role;
- Advanced level of English knowledge. A third language is preferred;
- Knowledge of hotel management software (e.g. Opera);
- Knowledge of the Microsoft Office package (Word, Excel, PowerPoint);
- Strong passion for hospitality and attention to details.