Adecco Italia S.p.A, research, for a luxury 5 stars Hotel, located in the center of Milan: Guest Experience Agent
You will be responsible for guests' pre-arrival communications and experiences once at the hotel, ensuring the highest level of personalization and service excellence.
Main Duties and responsibilities
• Welcome guests in a friendly, prompt and professional manner;
• Register guests, issue room keys and provide information on hotel services and room location;
• Create memorable experiences for our guests through care and empathy;
• Make appropriate service recovery gestures in order to ensure total guest satisfaction;
• Display the highest level of knowledge and care in all interactions and correspondence with guests, from pre-arrival communications to guests' departure
• Nurture the relationship with all guests showing an authentic interest in preferences to ensure a genuine and personalized approach to suggestions and enquires
• Address special guest preferences recorded in guest history profiles;
• Ensure that all guests' requests and queries are answered as soon as possible, being familiar at all time;
• Monitor service expectations and managing complaints at a first level
• Maintain an efficient dialogue and collaboration with all relevant departments to ensure the highest level of service
• Organize and communicate informations for the daily meeting for other departments
Qualifications
• Proficiency in English, Italian and an additional language (knowledge of the Arabic language is a plus)
• Proficiency with computers
• Ability in multitasking, problem solving and time-management
• Attention to detail
• Excellent guest service attitude
• Teamwork skills and attitude
• Previous experience in guest experience in five-star hotels and knowledge of the Opera system are a plus
Disponibilità oraria: Full Time