Guest Relations Agent, Hotel De La Ville - Rocco Forte Hotels

Main Purpose:

The Guest Relations Agent is at Guests’ disposal to listen and to anticipate their needs, ensuring a pleasant and satisfying stay. 

Reports to: Guest Relations Manager.

Main duties & 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. 

We offer:

•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.

Competencies required:

•Collaboration: Be able and willing to work as a team within the department and with other departments. 

•Personal Effectiveness & Communication: Demonstrate self-control and present information clearly and with confidence.  

•Personal development:  Be open to and accept constructive feedback and use it to improve. Ongoing dialogue with Head of Department on own performance objectives.

•Business orientation: Be able to follow guidelines and priorities assigned by Head of the Department in order to achieve goals in a timely and satisfactory way. Perform his/her tasks with integrity. 

•Technical Skills: Demonstrate technical competence and knowledge related to the role. 

Other 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.

Workplace: Hotel De La Ville, Via Sistina, 69, 00187 Roma.

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).