Guest Relations Agent
Pubblicato il 28-10-2026 - Collegio alla Querce in Firenze
Job Description
At Auberge Collection, authentic luxury is defined by genuine connections, thoughtful gestures, and a deep understanding of each guest’s individual needs. As a Guest Relations Agent at Collegio alla Querce, you will play a central role in creating personalised and memorable experiences, ensuring every guest feels recognised, welcomed, and cared for throughout their stay. Through your warmth, attentiveness, and ability to anticipate needs, you will transform everyday interactions into meaningful moments, bringing the spirit of heartfelt service to life. This role is an invitation to create the extraordinary.
Guest Experience & Personalisation
- Welcome guests with warmth and professionalism, creating a genuine sense of arrival.
- Build meaningful connections with guests, learning their preferences and anticipating their needs to personalise their stay.
- Coordinate personalised amenities, special occasions, and bespoke arrangements, ensuring every detail is thoughtfully considered.
- Maintain regular contact with guests throughout their stay, ensuring their expectations are met and their experience remains seamless.
- Proactively identify opportunities to exceed expectations through thoughtful gestures and attentive service.
Guest Relations & Service Recovery
- Act as a point of reference for guests, responding promptly and thoughtfully to enquiries, requests, and concerns.
- Handle guest feedback with empathy, discretion, and a solution-oriented approach, following through to ensure satisfactory resolution.
- Anticipate potential challenges and coordinate with the relevant departments to address them before they affect the guest experience.
- Maintain accurate records of guest preferences, feedback, and special requests to support continuity and personalisation.
Coordination & Communication
- Collaborate closely with Guest Services, Concierge, Housekeeping, Food & Beverage, Spa, and other departments to deliver a cohesive guest journey.
- Coordinate arrivals, departures, VIP arrangements, and special requests, ensuring all relevant teams are informed.
- Communicate guest preferences and important information clearly during briefings and shift handovers.
- Support the planning and execution of special experiences, celebrations, and bespoke guest arrangements.
Operational Excellence
- Support daily Guest Relations operations, ensuring tasks and follow-ups are completed accurately and on time.
- Monitor guest satisfaction and identify opportunities to enhance the overall experience.
- Maintain accurate guest profiles and records in hotel systems, respecting confidentiality and data protection standards.
- Stay informed about the property's facilities, services, and local experiences to provide relevant and personalised recommendations.
Qualifications
Qualifications:
- A minimum of 2 years of experience in the same role within a luxury hospitality environment is a requirement.
- An innate passion for curating exceptional, personalized experiences for each guest, with the ability to anticipate their needs, provide tailored recommendations, and create memorable moments that reflect the highest standards of luxury service.
- A poised, polished demeanor that reflects the elegance and warmth of Auberge Collection. The ability to engage guests with grace while managing multiple tasks with precision and attention to detail.
- Strong ability to handle challenging situations with sensitivity, discretion, and resourcefulness, ensuring positive outcomes while protecting the privacy and security of our guests.
- Fluency in English, both spoken and written, with proficiency in additional languages required to support our international clientele.
- Familiarity with luxury hotel management software, reservation systems, and office tools.
- Willingness to work flexible hours, including weekends, and holidays, as required by the needs of the hotel.
- A degree in Hospitality Management or related fields is a plus.
Position Details:
- CCNL Federturismo
- Employment Type: Seasonal; Full-time
- Salary Range: € 26.500 gross per year / 14 months
Additional Information
About Auberge Collection
Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafte