Guest Service Agent

POSITION SUMMARY

Responsible for the accurate, courteous and efficient reservation, communication (PBX), check in and check out of hotel guests providing the highest level of personal service. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano; main responsibility is the maintenance and control of the hotel’s room inventory on a day to day basis. This includes coordinating room assignments & controlling room inventory, organizing guestroom moves, controlling sell-out days, supervising upgrades and monitoring Interfaces. The GSA is also responsible for maintaining, implementing, recording guest preferences and their implementation to give our guests the most personalized service. By applying empowerment and making decisions complete problem resolution should be ensured at all times and a strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. This relationship is key to the success of the Front of House operations functioning.
Place of work:
Front desk and back office areas. Front Office is a focal point for all guest/visitor reception and inquiries.
Basic requirements:
Qualifications:
College Degree or in the process of receiving one.
s a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
y to provide legible communication.
y to compute basic mathematical calculations.
dge of computers.
Desirable:
1. Training in the hospitality industry.
2. Previous experience as a Front Office Receptionist in a luxury market.
3. Fluency in a second language.
4. Knowledge of Opera, Marsha, Mystique and Concierge Assistant.
Essential Skills:
have a professional image and personality exuding confidence and leadership skills.
y to smile at all times.
y to remain stationary at an assigned post for an extended period of time.
y to understand guest inquiries and provide responses.
y to promote positive relations with all individuals who approach the Front Desk and by telephone.
y to focus attention on guest needs, remaining calm and courteous.
y to think clearly, quickly, maintains concentration and makes concise decisions.
y to work well under the pressure of coordinating many requests at any given time.
y to prioritize, organize and follow up.
y two work well under the pressure of 50 arrivals/departures transactions within any given period of time.
attention to details.
y to input and access data in a computer.
y to ensure security of guestroom access.
y to maintain confidentiality of all guest information and pertinent hotel data.
y to perform job functions with minimal supervision.
y to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.
y to resolve guest opportunities.
y to work cohesively with other departments and co-workers as part of a team.
y to be flexible as the job changes.
y to work flexible hours, including weekends, holidays and evenings if necessary.
an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.
Primary job functions:
1. Obtain assigned