Luxury Hotel Guest Experience Specialist

4 settimane fa


Milano, Lombardia, Italia Hyatt Corporation A tempo pieno

Guest Experience Agent

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

  • 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;


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