Guest Service Agent

1. JOB PURPOSE

The Guest Service Agent (GSA) will act as a host in the Lobby of Armani Hotel Milan and will strive to work in a desk free environment. The GSA’s main duty is to assist guests as required in the lobby area, at the Guest Service Desk and to support the LSM and ALSM as required.

2. NATURE & SCOPE

Reports directly to the Lifestyle Manager assigned or to any other employee who will be indicated in the letter confirming the actual start date or who will be indicated by the General Manager during the course of the employment relationship.

Ensure all routine matters are handled effectively and must be able to interact with employees within immediate business areas.

Adhere to the Company's Procedures and rules.

Maintain strict confidentiality and ensure work is of the highest level.

Establish high levels of participation in the project during its pre and post opening stages to set the required operational standards in the Lifestyle Department in line with international standards.

3. ESSENTIAL DUTIES AND RESPONSIBILITIES
- Be located in the Hotel Lobby in order to assist guests whenever required
- Welcome and handle all walk-ins
- Support the LSM and ALSM with any administrative duties
- Run required reports and report any discrepancies to involved parties
- Constantly be up to date regarding expected arrivals and departures
- Maintains positive guest and colleague interactions in a good working relationship.
- Establishes rapport with guests whilst maintaining good guest relationship.
- Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”
- Prepare daily, weekly, monthly reports and storage control report.
- Support demonstrating and reinforcing Armani’s Values and Culture Characteristics.
- Ensures punctuality is kept at all times
- Deal with enquiries in person or by telephone
- Take appropriate steps in emergency.
- Receive and attend to outgoing calls: local, trunk and international.

4. PRINCIPAL ACCOUNTABILITIES
- Familiar with local culture and governmental polices.
- Ensures high standards of personal presentation and grooming.
- Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organisations, including local schools, hotel schools and universities.
- Responds to changes in the GSA function as dictated by the industry, company and hotel.
- Reads the hotel's Employee Handbook and has an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene and health.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned.

5. RELATIONSHIP WITH GUEST AND COLLEAGUES
- To maintain a high **customer service focus** by approaching the job with the customers always in mind and being proactive in a timely manner towards their needs and requests.
- To have a **positive impact**, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
- To **contribute** ideas and suggestions to enhance operational/environmental procedures in the Hotel.
- To actively **promote** the **services** and facilities of The Armani Hotel Milan to guests and suppliers of the Hotel.
- To perform all duties and responsibilities in a manner that ensures **your safety** and **that of others** in your workplace.

6. PERSONAL PROFILE
- Ensures a team spirit and working discipline.
- Organised and demonstrates good planning skills
- Operates with integrity and objectivity at all times
- Proactive to address and resolve issues
- Delivers results within a pressurised deadline driven environment.

7. AMBASSADOR PROFILE
- Displays warm and genuine hospitality, indulging and anticipating the guest
- Operates with confidence and great attention to details
- Provides stylish and sophisticated service and treats the guests as visitors in Mr Armani’s home.
- Multi-Skilled, works with passion and vitality
- Sincere, respectful and warm hearted

8. QUALIFICATIONS & EXPERIENCE (Competencies Required)
- Previous experience in similar and/or related fields in a 5* Hotel.
- At least 1 year experience at same level.
- Hotel Management (desirable)
- Proficient in English Language
- Physically fit
- Fluent English and additional languages desirable

9. POSITION IN THE ORGANIZATION

Please refer to the Department Organisation Structure.

This job description is intended to illustrate the main duties and areas of responsibility of the job of Guest Services Agent. It is not intended to be exhaustive. Since the nature of the Company's business demands that each employee is flexible in his/her approach - the Employee may be required, from time to time, to carry out different and/or additional equivalent duties within the skill and the competence of the Employee himself/herself

I, the unders