Guest Service Agent

Job Category Rooms & Guest Services Operations
Location Via Privata Fratelli Gabba 7b, Milan, Italy, Italy, 20121VIEW ON MAP
Schedule Full Time
Located Remotely? Position Type Non-Management
Pay Range: 25.474 euro - 27000 euro
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 D