Guest Service Agent - Bvlgari Hotel Milano

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

ph3Position Summary /h3pResponsible for the accurate, courteous and efficient reservation, communication (PBX), check in and check out of hotel guests providing the highest level of personal service.
Process all payments according to established hotel requirements.
Provide information to any guest or visitor inquiry.
Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels Resorts Milano; 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.
/ph3Place of Work /h3pFront desk and back office areas.
Front Office is a focal point for all guest/visitor reception and inquiries.
/ph3Qualifications /h3pBasic requirements: /pulliA College Degree or in the process of receiving one.
/liliPossess a good command of the Italian English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
/liliAbility to provide legible communication.
/liliAbility to compute basic mathematical calculations.
/liliKnowledge of computers.
/li /ulh3Desirable /h3ulliTraining in the hospitality industry.
/liliPrevious experience as a Front Office Receptionist in a luxury market.
/liliFluency in a second language.
/liliKnowledge of Opera, Marsha, Mystique and Concierge Assistant.
/li /ulh3Essential Skills /h3ulliMust have a professional image and personality exuding confidence and leadership skills.
/liliAbility to smile at all times.
/liliAbility to remain stationary at an assigned post for an extended period of time.
/liliAbility to understand guest inquiries and provide responses.
/liliAbility to promote positive relations with all individuals who approach the Front Desk and by telephone.
/liliAbility to focus attention on guest needs, remaining calm and courteous.
/liliAbility to think clearly, quickly, maintains concentration and makes concise decisions.
/liliAbility to work well under the pressure of coordinating many requests at any given time.
/liliAbility to prioritize, organize and follow up.
/liliAbility to work well under the pressure of 50 arrivals/departures transactions within any given period of time.
/liliHigh attention to details.
/liliAbility to input and access data in a computer.
/liliAbility to ensure security of guestroom access.
/liliAbility to maintain confidentiality of all guest information and pertinent hotel data.
/liliAbility to perform job functions with minimal supervision.
/liliAbility to analyze and resolve problems opportunities to the guest satisfaction, while exercising good judgment.
/liliAbility to resolve guest opportunities.
/liliAbility to work cohesively with other departments and co-workers as part of a team.
/liliAbility to be flexible as the job changes.
/liliAbility to work flexible hours, including weekends, holidays and evenings if necessary.
/liliBe an ambassador to The Bulgari Hotels Resorts Company at all times, in and outside of one's workplace.
/li /ulh3Primary Job Functions /h3ulliObtain assigned bank and ensure accuracy of contracted monies.
/liliMeet 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.
/liliAttend daily line?up, maintain complete knowledge and comply with all hotel and departmental policies and procedures.
/liliMeet with supervisor to review daily assignments and priorities.
/liliMaintain 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.
/liliMaintain complete knowledge of all hotel features/services hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
/liliAdhere to and practice the Three Steps of Service at all times.
/liliSet up work stations with necessary supplies maintain cleanliness throughout shift.
/liliAccess all functions of computer systems according to established procedures and standards.
/liliResponsible for clearing trace file and reading Log?book daily and ensuring all follow up is completed.
/liliProcess all guest check?in according to established hotel requirements.
This will be in direct co?relation with Guest Relations (refer to Guest Relations Job Descriptions as needed): /liliConfirm or if necessary walk?in a reservation and review all details as well as any special noted information.
/liliVerify guest information and register guest in the computer.
/liliObtain 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.
Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewith, separate room/tax/incidentals, comp).
/liliAsign guestroom.
/liliAdvice guest of any messages, mail, faxes, etc, received for them.
/liliCommunicate services and amenities included in packages to guests on packages.
/liliObtain proper identification for tax exempt guests and attach form to registration card.
/liliObtain guest signature for designated paperwork.
/liliObtain Guest Relations to escort guest.
/liliFile all relevant guest paperwork in the bucket or trace files as mandated by departmental processes.
/liliIssue Safety deposit boxes to guests and ensure security of keys.
/liliAnswer all incoming calls within 3 rings and with a smile, using correct salutations and telephone etiquette: /liliTake, record, and relay messages accurately, completely and legibly.
Distribute hotel personnel messages to appropriate individuals.
/liliOffer detailed information on the voice mail system to callers and guest wishing to leave a message.
/liliAccept and record wake?up call requests; deliver to PBX.
/liliRun emergency reports.
/liliResponsible for assigning CARE rooms in conjunction with Engineering and Housekeeping.
/liliResponsible for the daily set up of showrooms in conjunction with Housekeeping.
/liliResponsible for monitoring and clearing DNR rooms.
/liliResponsible for clearing wait lists in coordination with ERS /liliMaintain the inventory of the hotel: /liliCheck all comments and requests in reservations.
/liliBlock guaranteed room types, special requests, requests to be near other rooms, early arrivals VIP's.
/liliVerify all specialty room blocks.
/liliDetermine how to fill Club and Suites.
/liliCommunicate with The Club Manager/ Club Concierge.
/liliBlock guest recognition's needs daily as needed.
/liliVerify remaining blocks to ensure we're meeting the customers' needs and fill the holes in the matrix/ block the house.
/liliCheck for double blocks and duplicate reservations.
/liliConfirm or deny upgrades.
/liliAdvise 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.
/liliResponsible for ensuring all Pre?Registrations are complete prior to guest ETA but no later than 1pm.
/liliResponsible for communicating and expediting room waits.
/liliResponsible for orchestrating room moves.




/liliResponsible for setting up charge routing and coordinating any special billing requests.
/liliResponsible for clearing stay over requests.
/liliResponsible for clearing departures.
/liliResponsible for ensuring all Reservations have proper company, source and individual profiles linked in Opera as well as assisting in linking profiles in Class.
/liliPromote positive guest relations to all individuals approaching the Front Desk.
/liliAccommodate all guest requests expediently and courteously.
Follow up with designated hotel personnel to ensure completion of request.
/liliDocument all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
Follow up within 10 minutes to ensure completion and guest satisfaction.
/liliHandle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
/liliCommunicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
/liliCollect guest preferences for all guests.
/liliAccommodate room changes expediently.
/liliResolve discrepancies on the room status report with Housekeeping.
/liliResponsible for completing the Credit Report.
/liliResponsible for completing the Room Rate Variance Report.
/liliResponsible for controlling and clearing PM accounts.
/liliHandle requests for late checkouts according to established hotel procedures.
/liliProcess all check?outs according to established hotel requirements.
/liliPresent folio to guest and resolve and disputed charges.
/liliSettle guest accounts following Accounting procedures.
/liliRequest guest comments on their stay.
/liliGive all departing guests a fond farewell.
/liliProcess express checkouts throughout the shift.
/liliResolve any late charges.
/liliResponsible for handling guest relocations extending every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.
Follow established procedures for "walking" guests.
/liliConduct group check?ins/outs according to established hotel procedures.
/liliAssist all departments /executives in obtaining appropriate information regar ding groups, inventory and guest information.
/liliMake reservations for rooms.
/liliProvide Tours of the Hotel and of guest rooms to anyone inquiring to do so.
/liliAdhere to all cashiering procedures: /liliProcess adjustment vouchers, paid?outs, miscellaneous charges.
/liliMake change for guests.
/liliCash guests' personal checks/travelers checks.
/liliSettle room accounts.
/liliRun closing reports count bank at end of shift.
/liliComplete designated cashier reports.
/liliBalance receipts and ensure to have proper paper backup on all transactions, drop receipts and any cash at end of shift as needed.
/liliSecure your bank.
/liliLegibly document pertinent information in the logbook.
/liliPerform any task assigned by any manager.
/liliSuccessful completion of the training/certification process.
/liliCash handling tasks: handle all duties according to hotel policies, procedures, internal rules and standards.
Conform to cash handling procedures at all times.
/li /ulpAt Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
?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.
/ppDeveloped in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels Resorts are located in major cosmopolitan cities and luxury resort destinations.
Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand.
In joining Bulgari Hotels Resorts, you join a portfolio of brands with Marriott International.
bBe /b where you can do your best work, bbegin /b your purpose, bbelong /b to an amazing global team, and bbecome /b the best version of you.
/p /p #J-*****-Ljbffr

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