Guest Relation: Guest Relations Agent

Job summary
The Guest Relations Agent is at Guests' disposal to listen and to anticipate their needs, ensuring a pleasant and satisfying stay.
Job seniority: entry level
Responsibilities
• Create and maintain warm and sincere relationship with guests and colleagues, handling complaints, according to the company policies, procedures and standards;• Address complaints (escalating to the Guest Relations Manager when needed) and go the extra mile to make sure our Guests are satisfied;• Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay;• Ensure daily presence in the outlets, to ensure guest satisfaction & feedback on stay;• Assistance to Front Office for Check-in procedures when required;• Maintain the Guest database for future bookings, considering the preferences and updates guest profiles accordingly;• Assist (together with the Guest Relations Manager) travel agents in the absence of the Sales Team representative;• Ensure consistent communication between department managers, following up on guest requests and complaints;• Promote the hotel outlets and activities.
Requirements
• Professional experience, preferably at international level, in the same role;• Advanced level of English knowledge. A third language is preferred;• Knowledge of hotel management software (e.g. Opera);• Knowledge of the Microsoft Office package (Word, Excel, PowerPoint);• Strong passion for hospitality and attention to details.
Key Skills Needed
• Collaboration• Personal Effectiveness & Communication• Personal development• Business orientation• Technical Skills
Benefits
• Fixed-term contract according to C.C.N.L. Settore Turismo.• Learning & development activities and career opportunities.• Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Forte".• Staff celebrations.