Guest Relation Agent

**Guest Relation Agent**:
Fixed-term

Verdura

Sciacca, Sicily

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Verdura Resort is set on 230 hectares and nearly two kilometres of private Mediterranean coastline. There are three Kyle Phillips golf courses, a 60-metre infinity pool, six clay tennis courts, a world-class spa, four restaurants, five bars and much more. It's a place where buildings are subtly woven into the landscape, with a true sense of space and uninterrupted views of the azure waters. Above all, it's a place where our team delivers an outstanding level of service.

**The Position**

**GUEST RELATIONS AGENT**

**Main Purpose**:
The Guest Relations Agent is at Guests’ disposal to listen and to anticipate their needs, ensuring a pleasant and satisfying stay.
Reports to: Guest Relations Manager.

**Main duties & responsibilities**:

- Create and maintain warm and sincere relationship with guests and colleagues, handling complaints, according to the company policies, procedures and standards;
- Address complaints (escalating to the Guest Relations Manager when needed) and go the extra mile to make sure our Guests are satisfied;
- Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay;
- Ensure daily presence in the outlets, to ensure guest satisfaction & feedback on stay;
- Assistance to Front Office for Check-in procedures when required;
- Maintain the Guest database for future bookings, considering the preferences and updates guest profiles accordingly;
- Assist (together with the Guest Relations Manager) travel agents in the absence of the Sales Team representative;
- Ensure consistent communication between department managers, following up on guest requests and complaints;
- Promote the hotel outlets and activities.

**Competencies required**:

- Collaboration: be open with colleagues and proactively offer support and share information and knowledge with them. Listen and respond constructively to the Head of Departments’ ideas/suggestions/feedback. Be able and willing to work as a team within the department and with other departments. Demonstrate sensitivity to cultural differences and diversity, treating others with respect and inclusiveness regardless of position level or background.
- Personal Effectiveness & Communication: be open and have positive approach, ask for feedback about own performance. Able to communicate in English with the Guests. Demonstrate self-control and present information clearly and with confidence. Ask questions to ensure understanding. Listen and respond empathically to others. Use and interpret non-verbal behaviours to enhance understanding. Write clearly and concisely (if relevant to the role).
- Personal development: be open to and accept constructive feedback and use it to improve. Take on new learning opportunities willingly. Use experience as a learning opportunity and make adjustments to improve own performance and be focused on own professional development. Ongoing dialogue with Head of Department on own performance objectives.
- Business orientation: Understand how personal objectives impacts department and hotel targets. Understand how costs impact on profit