Guest Service Agent

3 settimane fa

Roma, Lazio, Italia Bulgari Hotels & Resort A tempo pieno
Job Summary:

As a Guest Service Agent at Bulgari Hotels & Resort, you will be the first point of contact for our guests, providing exceptional service and ensuring a memorable stay. Your role will involve processing guest check-ins and check-outs, room assignments, and room change/late check-out requests. You will also be responsible for securing payment, activating/reissuing room keys, and verifying/adjusting billing for guests. Additionally, you will communicate with the appropriate staff when guests are waiting for an available room, advise guests of messages, and clear departures in the computer system. You will also coordinate with Housekeeping to track room status and guest concerns, file guest paperwork or documentation, operate the telephone switchboard station, and run and check daily reports, contingency lists, and credit card authorization reports. Furthermore, you will supply guests with directions and information, answer, record, and process all guest calls, requests, questions, or concerns, and follow up to ensure each has been met to guests' satisfaction. You will also arrange transportation for guests/visitors, count and secure bank at the beginning and end of shift, cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. You will notify Loss Prevention/Security of any reports of theft, greet guests upon arrival, and articulately explain details and amenities available. You will also respond to guest requests for special arrangements or services, make arrangements or identify appropriate providers, respond to special requests from guests with unique needs, and follow up to ensure satisfaction. You will gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. You will also inspect guest rooms after being cleaned by Housekeeper to ensure quality standards, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. You will assist Housekeeping management in managing daily activities, document and resolve issues with discrepant rooms with the Front Desk, prepare, distribute, and communicate changes in assignment sheets/work boards, communicate issues to next shift, complete required paperwork, and assist management in hiring, training, scheduling, evaluating, counseling, and motivating and coaching employees. You will follow company policies and procedures, report accidents, injuries, and unsafe work conditions to manager, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, protect company assets, welcome and acknowledge guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, thank guests with genuine appreciation, speak using clear and professional language, answer telephones using appropriate etiquette, develop and maintain positive working relationships, support team to reach common goals, listen and respond appropriately to the concerns of employees, comply with quality assurance standards, stand, sit, or walk for an extended period of time, move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance, and perform other reasonable job duties as requested by Supervisors.

Contract Type:
Fixed-term contract

Benefits:
Company phone, company meal, flexible schedule, shifts

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