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Guest Assistant
2 ore fa
Location Overview
Join our team in Aman Venice. Set in Palazzo Papadopoli, one of the city's eight monumental palazzos on the Grand Canal, Aman Venice embodies all that is sumptuous and sensuous about La Serenissima. Rococo works of art are offset by the contemporary restraint of Jean-Michel Gathy interiors, while private gardens – rare in this floating city – are overlooked by opulent dining venues and spacious suites. Just a short walk away from Piazza San Marco, Aman Venice offers the perfect place from which to explore this romantic city, and to discover the hidden gems of the city while floating away on a traditional gondola.
THE POSITION
Guest assistants are responsible for checking-in and checking-out hotel guests in a friendly and caring manner according to the procedures and standards. At all times, guest assistants must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.
Guest assistants report to the Front Office Manager or, in his/her absence, to the Reception Manager.
MAIN DUTIES AND RESPONSIBILITIES:
- Report to duty punctually wearing the correct uniform, clean and well pressed, and nametag, according to the grooming standards of the hotel.
- Welcome guests with warm or cold washcloths according to season
- Check in the arriving guests and check out the departing guests in a friendly and caring manner according to the standards.
- Upon check in escort guests to the room and provide all necessary information about room facilities and amenities. If needed, assist guests in completing the registration cards.
- Show the hotel common areas and outlets to guests.
- Accommodate special requests whenever possible.
- Use suggestive selling techniques to sell rooms and to promote other services of the hotel, including Spa and F&B Services.
- Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
- Handle all front office cashiers' transactions such as posting charges to guests and exchange foreign currency according to the procedures. At the end of shift, balance their cash float.
- Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant person to handle.
- Deal with guests' complaints and report them to FOM Manager or Duty Manager.
- Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. Report to Engineering any breakage.
- Keep themselves informed of product and service as well as the hotel daily and meeting activities.
- Possess a working knowledge of the room reservation procedures and handle room reservations via phone or email when Reservation Department is not available.
- Answer all incoming calls, connect them to the extension required or provide information in an efficient and caring manner.
- Reserve Spa treatments or handle restaurant reservations for guests. Assist guests in taxi reservations too, when the concierge is not available.
- Assist Front Office Manager in training new staff members of the Front Office.
- When Sales Assistant is not available, give assistance to clients of Boutique Giberto, handling invoices and deliveries
- Maintain at any time the neatness of the working area.
QUALIFICATIONS
- Previous experience in international 5* hotels
- Fluent in Italian and English, both spoken and written. Any additional language is beneficial.
- Excellent communication and guest interaction skills and proactive approach.
- Working knowledge of Opera Cloud is beneficial
BENEFITS
- Uniform and laundry services
- Tickets Restaurant
- Welfare Plan in line with your contract package
- Complementary nights and discounted F&B and Spa rates in all Aman and Janu properties
