Concierge Intern

Additional Information
Job Number 26120518
Job Category Management Development Programs/Interns
Location Via Privata Fratelli Gabba 7b, Milan, Italy, Italy, 20121VIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Non-Management
Pay Range: EUR 7800 - 9600 Annual Salary
Job Title: Concierge Intern
Department: Guest Services
Reports to: Guest Services Director, Head Concierge, Night Manager and Guest Services Supervisor, Reservation Manager.
Job overvew:

• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Contact appropriate individual or department (e.g., Bellmen, Housekeeping) as necessary to resolve guest call, request, or problem.
• Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
  

• A College Degree or in the process of receiving one.
• Possess a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
• Ability to provide legible communication.
• Ability to compute basic mathematical calculations.
• Knowledge of computers.
  

• Training in the hospitality industry.
• Previous experience in a luxury market as Front desk agent or concierge.
• Fluency in a second language.
• Knowledge of Opera, Marsha, Mystique and Concierge Assistant.
• Good cultural preparation (museums, theaters, events)
• Good knowledge of the city of Milano
  

• Must have a professional image and personality exuding confidence and leadership skills.
• Ability to smile at all times.
• Ability to remain stationary at an assigned post for an extended period of time.
• Ability to understand guest inquiries and provide responses.
• Ability to promote positive relations with all individuals who approach by telephone.
• Ability to focus attention on guest needs, remaining calm and courteous.
• Ability to think clearly, quickly, maintains concentration and makes concise decisions.
• Ability to work well under the pressure of coordinating many requests at any given time.
• Ability to prioritize, organize and follow up.
• High attention to details.
• Ability to input and access data in a computer.
• Ability to maintain confidentiality of all guest information and pertinent hotel data.
• Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.
• Ability to resolve guest opportunities.
• Ability to work cohesively with other departments and co-workers as part of a team.
• Ability to be flexible as the job changes.
• Ability to work flexible hours, including weekends, holidays and evenings if necessary.
• Be an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.
  

• Meet with Concierge and Supervisor to review daily assignments and priorities.
• Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
• Set up work