Guest Experience Agent

Borgo Pignano Florence is a refined boutique hotel nestled in a 5-hectare park on the picturesque Florentine hills, just minutes from the historic center. Part of the prestigious Relais & Châteaux collection, the property will offer 32 elegant rooms and suites, a private villa, an exclusive spa, a heated pool, two restaurants, and enchanting event spaces. An oasis of relaxation and refinement in the heart of Tuscany.

The Guest Experience Supervisor oversees the Guest experience team to deliver exceptional guest services, acting as a liaison between guests and the hotel, and managing various requests like reservations, transportation, and local recommendations. Key responsibilities include handling escalated guest issues, maintaining and exceeding our service standards, coordinating with other departments, and ensuring a personalized and memorable guest experience. The role involves wearing multiple hats: information provider, problem solver, sales representative, public relations agent, activity coordinator, and more, all while maintaining the highest levels of professionalism, efficiency, and warmth.

Reports to: Guest Experience Supervisor

MAIN DUTIES AND RESPONSIBILITIES:

• Provide exceptional and personalized service to guests, responding to inquiries, handling special requests, and offering information on local attractions, dining, and entertainment.
• Professionally and tactfully resolve escalated guest issues and complaints, empowering team members to handle problems effectively.
• Ensure the daily operations of the desk run smoothly, maintain cleanliness and organization, and coordinate with other hotel departments to meet guest needs.
• Guarantee the presence and exclusive assistance of a Guest Service Ambassador to guests of the Villa
• Acquire up-to-date knowledge of the local area, including events, attractions, and services, to provide accurate and tailored recommendations to guests and team members
• Be proactive and innovative in suggesting alternative solutions to enhance guest experiences.
• Act as a liaison between guests and hotel departments to ensure a smooth and enjoyable stay.
• Develop strong relationships with returning guests to encourage loyalty and repeat business.
• Support the Front Office team with administrative duties and guest service tasks as needed
• Monitor and maintain Borgo Pignano guest service standards and ensure adherence to company policies and procedures.
• Manage the preparation and delivery of welcome amenities and personalized guest cards to enhance the guest experience.
• Respond promptly and professionally to guest reviews and surveys, ensuring feedback is acknowledged and appropriate follow-up actions are taken.
• Go beyond the call of duty to exceed guests expectations

COMPETENCES

• Strong leadership and team management abilities.
• Excellent communication, interpersonal, and customer service skills.
• Strong organizational skills, including time management and multitasking.
• Problem-solving and critical thinking skills.
• Passion for hospitality

REQUIREMENTS:

• English: C2. A third language is a plus
• Master/Degree in Hospitality is a plus
• Previous experience of at least 2 years in a similar role within a luxury hotel or resort
• References
• Proficiency in hotel management systems (i.e. Opera Cloud) and Microsoft Office Suite.
• Flexibility to work shifts, including evenings, weekends, and holidays.

OUR OFFER:

• Fixed term working contract of 7 months as from June 2026 according to CCNL Settore Turismo (Federalberghi) with the aim of conversion to a permanent contract in 2027.
• 40 hours per week over 5 days with two rotating days off.
• Internal training on operational procedures and introduction to the Relais & Châteaux circuit.
• Training on Quality assessment and sector regulations.
• Welfare credit provided based on guest satisfaction.
• Company canteen.
• Uniform and uniform laundry service.

No logding

Workplace: Via Bolognese 89 - Firenze

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