Resident Host

Company DescriptionCollegio alla Querce, Auberge Collection is a hilltop Italian retreat – once a cherished educational institution – and the only hotel in the city of Florence that provides sweeping vistas of both Florence’s historic town center and the rolling hills of Tuscany. Offering unmatched views of the iconic Duomo, the hotel’s gracious, 16th‑century buildings are set in breathtaking terraced gardens. Perfectly placed in the city to offer the best of two worlds, the hotel offers 49 Guest Rooms, 28 Suites, and 6 Grand Suites. Multiple dining venues and event spaces include La Gamella, a fine‑dining Italian restaurant with The Chef’s Table at its heart, mischievous Bar Bertelli, housed in the former principal’s office, poolside Cafe Focolare, and the original chapel, Sala Dorati and theatre, Il Teatro. Aelia Spa, the first‑ever spa in partnership with Furtuna Skin, is a nature‑ensconced haven dedicated to holistic wellbeing. The resort will also host a range of connection‑driven experiences revealing Florence’s multifaceted Renaissance spirit.Job DescriptionAt Collegio alla Querce, we celebrate the art of personalized service and the vital role of communication in creating seamless guest experiences. As a Resident Host, you will be the voice of the property, ensuring that every interaction—whether by phone or chat—reflects warmth, professionalism, and efficiency. Your role will be essential in anticipating needs, resolving requests, and setting the tone for a stay defined by luxury and care.Guest CommunicationAnswer, record, and process all guest calls, chats, requests, questions, and concerns with courtesy and precision.Provide prompt, polite, and professional handling of all incoming calls, using proper etiquette at all times.Engage guests in meaningful conversations regarding their stay, property services, and local attractions.Address guests’ service needs in a professional, positive, and timely manner.Coordination & Request ManagementReceive, record, and relay messages accurately, completely, and legibly.Contact the appropriate departments (e.g., Bellperson, Guest Services, Housekeeping, Engineering, Security) to ensure guest requests are fulfilled.Follow up with guests to ensure their requests, inquiries, or problems have been resolved to their satisfaction.Anticipate service needs by actively listening and observing guest preferences, and act upon them whenever possible.Call Handling & EtiquetteAnswer telephones promptly (within 3 rings) using appropriate etiquette, including caller identification, guest preferred name and warm tone.