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Guest Assistant

1 mese fa

Venezia, Italia Aman Group Sarl A tempo pieno

Guest Assistant
- Venice, Italy
- Front Office
- 2755
- Aman Venice

**Job Description**:
**POSITION OVERVIEW**
**AMAN**

Meticulously designed to frame their natural settings, Aman destinations are renowned for space and privacy. Each welcomes guests as if to the home of a close friend, instilling a sense of peace and belonging amid some of the most diverse natural and historical landscapes.

It is an approach that has changed little since 1988 when the first retreat was built on Phuket’s west coast. It was named Amanpuri, meaning ‘place of peace’, and Aman was born.

Today, embracing 33 resorts, hotels, and private residences in 21 countries, Aman continues to seek out transformative experiences and awe-inspiring locations around the world.

**THE POSITION**

Guest assistants are responsible for checking-in and checking-out hotel guests in a friendly and caring manner according to the procedures and standards. At all times, guest assistants must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.
- Guest assistants report to the Front Office Manager or, in his/her absence, to the Rooms Division Manager.

**RESPONSIBILITIES**
- Report to duty punctually wearing the correct uniform, clean and well pressed, and nametag, according to the grooming standards of the hotel
- Welcome guests with warm or cold washcloths according to season
- Check in the arriving guests and check out the departing guests in a friendly and caring manner according to the standards
- Upon check in escort guests to the room and provide all necessary information about room facilities and amenities. If needed, assist guests in completing the registration cards.
- Show the hotel common areas and outlets to guests
- Accommodate special requests whenever possible
- Use suggestive selling techniques to sell rooms and to promote other services of the hotel, including Spa and F&B Services
- Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
- Handle all front office cashiers’ transactions such as posting charges to guests and exchange foreign currency according to the procedures. At the end of shift, balance their cash float.
- Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant person to handle
- Deal with guests’ complaints and report them to FOM Manager or Duty Manager
- Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. Report to Engineering any breakage.
- Keep themselves informed of product and service as well as the hotel daily and meeting activities.
- Answer all incoming calls, connect them to the extension required or provide information in an efficient and caring manner
- Reserve Spa treatments or handle restaurant reservations for guests. Assist guests in taxi reservations too, when the concierge is not available.
- Assist Front Office Manager in training new staff members of the Front Office
- When Sales Assistant is not available, give assistance to clients of Aman Boutique, handling invoices and deliveries
- Maintain at any time the neatness of the working area.

**QUALIFICATIONS**
- Previous experience in international 5* hotels
- Fluent in Italian and English, both spoken and written. Any additional language is beneficial.
- Excellent communication and guest interaction skills and proactive approach
- Working knowledge of Opera PMS is beneficial.