Guest Relations Agent - Seasonal | Talent Day November 13

Auberge; Toscana; Sur place; EUR 24 000 - 29 000; Plein temps

Résumé du poste

Auberge Collection is seeking a Guest Relations Agent at Collegio alla Querce to craft personalised guest journeys and deliver exceptional service. You will greet guests, anticipate needs, and coordinate with Concierge, Housekeeping, and F&B to ensure a seamless stay.

With a minimum of 2 years in luxury hospitality, you will communicate confidently in English and other languages, handle inquiries with discretion, and maintain accurate guest records while upholding confidentiality.

Qualifications

• Minimum 2 years in the same role within a luxury hospitality environment.
• Fluency in English (spoken and written) with proficiency in additional languages.
• Willingness to work flexible hours, including weekends and holidays.
• Familiarity with luxury hotel management software and reservation systems.
• A degree in Hospitality Management or related field is a plus.

Responsabilités

• Deliver personalised guest experiences and anticipate needs to create memorable stays.
• Act as primary point of contact for guest inquiries and concerns, ensuring timely resolutions.
• Coordinate with other departments to ensure smooth guest journeys and seamless service.
• Maintain accurate guest records and profiles, safeguarding data confidentiality.

Connaissances

Guest relations

Communication

Multilingual

Attention to detail

Formation

Hospitality management degree

Outils

Hotel management software

Reservation systems

Office tools

Description du poste

About Collegio alla Querce, Auberge Collection

Collegio alla Querce, Auberge Collection is a hilltop Italian retreat – once a cherished educational institution – and the only hotel in the city of Florence that provides sweeping vistas of both Florence’s historic town center and the rolling hills of Tuscany. Offering unmatched views of the iconic Duomo, the hotel’s gracious, 16th-century buildings are set in breathtaking terraced gardens. Perfectly placed in the city to offer the best of two worlds, the hotel offers 49 Guest Rooms, 28 Suites, and 6 Grand Suites. Multiple dining venues and event spaces include La Gamella, a fine-dining Italian restaurant with The Chef’s Table at its heart, mischievous Bar Bertelli, housed in the former principal’s office, poolside Cafe Focolare, and the original chapel, Sala Dorati and theatre, Il Teatro. Aelia Spa, the first-ever spa in partnership with Furtuna Skin, is a nature-ensconced haven dedicated to holistic wellbeing. The resort will also host a range of connection-driven experiences revealing Florence’s multifaceted Renaissance spirit.

For more information: https://auberge.com/collegio-alla-querce/

Connect with Collegio alla Querce, Auberge Collection on Instagram and Facebook @CollegioAuberge and #AlwaysAuberge

Job Description

At Auberge Collection, authentic luxury is defined by genuine connections, thoughtful gestures, and a deep understanding of each guest’s individual needs. As a Guest Relations Agent at Collegio alla Querce, you will play a central role in creating personalised and memorable experiences, ensuring every guest feels recognised, welcomed, and cared for throughout their stay. Through your warmth, attentiveness, and ability to anticipate needs, you will transform everyday interactions into meaningful moments, bringing the spirit of heartfelt service to life. This role is an invitation to create the extraordinary.

Guest Experience & Personalisation

• Welcome guests with warmth and professionalism, creating a genuine sense of arrival.

• Build meaningful connections with guests, learning their preferences and anticipating their needs to personalise their stay.

• Coordinate personalised amenities, special occasions, and bespoke arrangements, ensuring every detail is thoughtfully considered.

• Maintain regular contact with guests throughout their stay, ensuring their expectations are met and their experience remains seamless.

• Proactively identify opportunities to exceed expectations through thoughtful gestures and attentive service.

Guest Relations & Service Recovery

• Act as a point of reference for guests, responding promptly and thoughtfully to enquiries, requests, and concerns.

• Handle guest feedback with empathy, discretion, and a solution-oriented approach, following through to ensure satisfactory resolution.

• Anticipate potential challenges and coordinate with the relevant departments to address them before they affect the guest experience.

• Maintain accurate records of guest preferences, feedback, and special requests to support continuity and personalisation.

Coordination & Communication

• Collaborate closely with Guest Services, Concierge, Housekeeping, Food & Beverage, Spa, and other departments to deliver a cohesive guest journey.

• Coordinate arrivals, departures, VIP arrangements, and special requests, ensuring all relevant teams are informed.

• Communicate guest preferences and important information clearly during briefings and shift handovers.

• Support the planning and execution of special experiences, celebrations, and bespoke guest arrangements.

Operational Excellence

• Support daily Guest Relations operations, ensuring tasks and follow-ups are completed accurately and on time.

• Monitor guest satisfaction and identify opportunities to enhance the overall experience.

• Maintain accurate guest profiles and records in hotel systems, respecting confidentiality and data protection standards.

• Stay informed about the property's facilities, services, and local experiences to provide relevant and personalised recommendations.

Qualifications

• A minimum of 2 years of experiencein the same role within a luxury hospitality environment is a requirement.

• An innate passion for curating exceptional, personalized experiences for each guest, with the ability to anticipate their needs, provide tailored recommendations, and create memorable moments that reflect the highest standards of luxury service.

• A poised, polished demeanor that reflects the elegance and warmth of Auberge Collection. The ability to engage guests with grace while managing multiple tasks with precision and attention to detail.

• Strong ability to handle challenging situations with sensitivity, discretion, and resourcefulness, ensuring positive outcomes while protecting the privacy and security of our guests.

• Fluencyin English, both spoken and written, with proficiency in additional languages required to support our international clientele.

• Familiarity with luxury hotel management software, reservation systems, and office tools.

• Willingness to work flexible hours, includingweekends, and holidays, as required by the needs of the hotel.

• A degree in Hospitality Management or related fields is a plus.

Position Details

• CCNL Federturismo

• Employment Type: Seasonal;Full-time

• Salary Range: € 26.500 gross per year / 14 months

Additional Information

About Auberge Collection

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin

Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.

Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.

For more information, please visit www.friedkin.com