Guest Experience Agent - Italian Speaking

Key Responsibilities

• Guest Experience Delivery: Provide a warm and professional welcome to guests, ensuring a positive first impression and maintaining high standards of service throughout the guest journey.
• Guest Engagement: Interact with guests to understand their needs, answer enquiries, and provide assistance to ensure a comfortable and enjoyable stay.
• Issue Resolution: Handle guest inquiries, requests, and concerns promptly and professionally, escalating complex matters to senior team members where necessary.
• Cross-Department Coordination: Communicate effectively with housekeeping, food & beverage, maintenance, and other departments to ensure guest requests are fulfilled efficiently.
• VIP & Loyalty Support: Assist in delivering personalised experiences for VIP and returning guests, helping to strengthen guest satisfaction and loyalty.
• Front Office Operations: Support check-in and check-out procedures, ensuring accuracy in guest information, billing, and room allocation.
• Administrative Support: Maintain accurate guest records, update reservation details, and assist with general Front Office administration.
• Service Promotion: Promote hotel facilities, services, amenities, and available upgrades to enhance the guest experience.
• Standards Compliance: Adhere to company policies, procedures, and service standards while maintaining a professional and positive attitude.

Qualifications, Skills, and Attributes

• Education: A qualification in Hospitality Management, Tourism, Customer Service, or a related field will be considered an asset.
• Experience: Previous experience within Customer Service, Guest Relations, Front Office, Hospitality, or a similar role is preferred.
• Language Skills: Fluency in English and Italian is required. Additional languages will be considered an asset.
• Communication Skills: Strong verbal and written communication skills, with the ability to engage confidently with diverse clientele.
• Interpersonal Skills: Excellent relationship-building abilities, with a genuine passion for customer service and guest satisfaction.
• Organisation: Highly organised, with the ability to manage multiple priorities in a fast-paced environment.
• Problem-Solving: Proactive and solutions-oriented, with strong attention to detail and the ability to handle challenging situations professionally.
• Technical Skills: Proficient in Microsoft Office and comfortable working with hotel management systems.
• Personal Attributes: Professional, approachable, and service-focused, with a positive attitude and willingness to learn.

What's on Offer

• Compensation: Competitive salary package aligned with experience and performance.
• Working Environment: A dynamic and collaborative workplace within a well-established hospitality group.
• Other Benefits: Free on-site parking, complimentary staff meals, and exclusive discounts across hospitality outlets.
• Career Development: Opportunities for professional growth within a reputable and expanding organisation.