Guest Service Agent - Bvlgari Hotel Milano

POSITION SUMMARY
Responsible for the accurate, courteous and efficient reservation, communication (PBX), check in and check out of hotel guests providing the highest level of personal service. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano;

main responsibility is the maintenance and control of the hotel’s room inventory on a day to day basis. This includes coordinating room assignments & controlling room inventory, organizing guestroom moves, controlling sell‑out days, supervising upgrades and monitoring Interfaces. The GSA is also responsible for maintaining, implementing, recording guest preferences and their implementation to give our guests the most personalized service.

By applying empowerment and making decisions complete problem resolution should be ensured at all times and a strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. This relationship is key to the success of the Front of House operations functioning.

Place of work:
Front desk and back office areas. Front Office is a focal point for all guest/visitor reception and inquiries.

Basic requirements:

1.A College Degree or in the process of receiving one.

2.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.

3.Ability to provide legible communication.

4.Ability to compute basic mathematical calculations.

5.Knowledge of computers.

Desirable:

1. Training in the hospitality industry.

2. Previous experience as a Front Office Receptionist in a luxury market.

3. Fluency in a second language.

4. Knowledge of Opera, Marsha, Mystique and Concierge Assistant.

Essential

Skills:

1.Must have a professional image and personality exuding confidence and leadership skills.

2.Ability to smile at all times.

3.Ability to remain stationary at an assigned post for an extended period of time.

4.Ability to understand guest inquiries and provide responses.

5.Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.

6.Ability to focus attention on guest needs, remaining calm and courteous.

7.Ability to think clearly, quickly, maintains concentration and makes concise decisions.

8.Ability to work well under the pressure of coordinating many requests at any given time.

9.Ability to prioritize, organize and follow up.

10.Ability two work well under the pressure of 50 arrivals/departures transactions within any given period of time.

11.High attention to details.

12.Ability to input and access data in a computer.

13.Ability to ensure security of guestroom access.

14.Ability to maintain confidentiality of all guest information and pertinent hotel data.

15.Ability to perform job functions with minimal supervision.

16.Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.

17.Ability to resolve guest opportunities.

18.Ability to work cohesively with other departments and co-workers as part of a team.

19.Ability to be flexible as the job changes.

20.Ability to work flexible hours, including weekends, holidays and evenings if necessary.

an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.

Primary job functions:

1. Obtain assigned bank and ensure accuracy of contracted monies.

2. Meet with departing Front Desk Agent at the beginning of your shift as well as with incoming agent at the end of your shift to review business status, pass on all pertinent info and follow-up on items still to be resolved.

3. Attend daily line‑up, maintain complete knowledge and comply with all hotel and departmental policies and procedures.

4. Meet with supervisor to review daily assignments and priorities.

5. Maintain a complete, detailed and updated knowledge of all room types, room numbers and names, room layout, appointments, amenities…