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Guest Experience Agent

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Milano, Lombardia, Italia Park Hyatt Milan A tempo pieno

Summary
- Park Hyatt Milano is a 5-star luxury hotel located in the heart of the city, overlooking the famous Galleria Vittorio Emanuele II and a few steps from Piazza del Duomo and the Alla Scala opera house._
- As a Guest Experience Agent you will be responsible for guests' pre-arrival communications and experiences once at the hotel, ensuring the highest level of personalization and service excellence_
**_Main Duties and responsibilities_**
- _Welcome guests in a friendly, prompt and professional manner;_
- _Register guests, issue room keys and provide information on hotel services and room location;_
- _Create memorable experiences for our guests through care and empathy;_
- _Make appropriate service recovery gestures in order to ensure total guest satisfaction;_
- _Display the highest level of knowledge and care in all interactions and correspondence with guests, from pre-arrival communications to guests' departure_
- _Nurture the relationship with all guests showing an authentic interest in preferences to ensure a genuine and personalized approach to suggestions and enquires_
- _Address special guest preferences recorded in guest history profiles;_
- _Ensure that all guests' requests and queries are answered as soon as possible, being familiar at all time;_
- _Monitor service expectations and managing complaints at a first level_
- _Maintain an efficient dialogue and collaboration with all relevant departments to ensure the highest level of service_
- _Organize and communicate informations for the daily meeting for other departments_
**Qualifications**:
**_ Qualifications_**
- _Proficiency in English, Italian and an additional language_
- _Proficiency with computers_
- _Ability in multitasking, problem solving and time-management_
- _Attention to detail_
- _Excellent guest service attitude_
- _Teamwork skills and attitude_
- _Previous experience in guest experience in five-star hotels and knowledge of the Opera system are a plus_
- Hyatt offers a great range of benefits, including_:
- _12 free nights per year of service across Hyatt Hotels worldwide_
- _Employee and Friends & Family rates across Hyatt Hotels worldwide_
- _Dry cleaning of business clothes_
- _Complimentary meals on duty_
- _Continuous Learning & Development opportunities_