Guest Relations Agent- Starhotels Ritz, Milano

Starhotels; Lombardia; Hybrid; EUR 23,000 - 26,000; Full time

Benefits offered by this job

Meal vouchers (€8)

Staff canteen access

Discounted stays within Starhotels

Performance bonus and other incentives

Job summary

Starhotels Ritz in Milan is seeking a dedicated Guest Relations Agent to be the main point of contact for guests and ensure a memorable stay with attentive service.

You will handle check-in/check-out, respond to inquiries, manage VIP needs, and stay informed about hotel services and events. Fluency in Italian and English is required, with additional languages a plus; Opera PMS experience is preferred for smooth operations.

Qualifications

• Experience in the role.
• Familiarity with Opera PMS for efficient operations.
• Ability to anticipate and resolve challenges and complaint resolution finesse.
• Mastery of the local area, enhancing guest experiences.
• Hotel products and services prowess.

Responsibilities

• Being the key point of contact for our guests, efficiently responding to Guest inquiries and providing information and assistance.
• Welcoming every guest with authentic and genuine hospitality, setting the tone for their stay.
• Handling check-in, check-out activities as well as other related tasks.
• Efficiently managing guest messages and requests.
• Staying updated about hotel services, guest needs, and special events.
• Managing the VIP interactions, assuring prompt and effective service delivery and follow up.
• Ensuring lobby and Front Desk standards and safety compliance.
• Adhering to policies and procedures when working front of house equipment and property management systems.

Skills

Opera PMS

Fluent Italian

Fluent English

Job description

Guest Relations Agent- Starhotels Ritz, Milano

Company STARHOTELS Location Milano, Italia Functional Area Guest Relations Agent

Starhotels, a private Italian hotel company operating in the upscale and upper scale & luxury sectors, is a market leader in the hospitality industry. The Group vaunts 30 hotels located in the heart of the top Italian destinations, London, Paris and New York, with more than 4,200 rooms.

Position

Join Starhotels and become part of the Front Office Team as Guest Relations Agent at our Starhotels Ritz in the heart of Milan.

As the main contact between hotel and guests, you’ll guide them to have a fantastic stay with a perfect service experience.

Your responsibilities include:

• Being the key point of contact for our guests, efficiently responding to Guest inquiries and providing information and assistance.
• Welcoming every guest with authentic and genuine hospitality, setting the tone for their stay.
• Handling check-in, check-out activities as well as other related tasks.
• Efficiently managing guest messages and requests.
• Staying updated about hotel services, guest needs, and special events.
• Managing the VIP interactions, assuring prompt and effective service delivery and follow up.
• Ensuring lobby and Front Desk standards and safety compliance.
• Adhering to policies and procedures when working front of house equipment and property management systems.

Requirements

• A unique personality and a true passion for hospitality.
• Experience in the role.
• Familiarity with Opera PMS for efficient operations.
• Ability to anticipate and resolve challenges and complaint resolution finesse.
• A commitment to delivering a high level of customer service.
• Versatility in handling various work scenarios.
• Enthusiasm when being assigned to both individual and team-oriented tasks.
• Mastery of the local area, enhancing guest experiences.
• Hotel products and services prowess.

Embrace global diversity by speaking:

• Italian – fluently
• English – fluently
• Additional languages are a plus.

Other information

Unlock a world of benefits including:

• Stylish uniforms with complimentary laundry service.
• Exclusive discounted stays within the group.
• Corporate perks and special discounts with our partner companies.

Our compensation policies are based on the National Collective Labour Agreement (CCNL) for the Tourism Industry, which provides for 14 salary payments per year.

The total compensation package consists of the contractual base salary and provincial allowance established by the relevant salary scales, together with ad additional individual elements, to be defined during the recruitment process. These elements are designed to recognize the candidate’s professional profile, acquired skills, level of autonomy, and the responsibilities associated with the role.

For this position, we offer:

• Classification: C3, C2, or C1 level under the CCNL Tourism Industry Agreement, determined according to the andidate’s experience, skills, and degree of autonomy required by the role.
• Compensation: Base salary aligned with the CCNL Tourism Industry salary scales for the applicable level. In compliance with the Pay Transparency regulations (Legislative Decree No. 96 of 7 May 2026, implementing EU Directive 2023/970), Starhotels does not request information regarding candidates' previous remuneration.
• Pay range: €22.700 - €25.600 - plus the following additional components:
• Meal Benefits: €8 meal vouchers for each day worked, or access to the staff canteen, depending on the working property.
• Variable Compensation:
  

-Performance bonus in accordance with the Company Supplementary Agreement, convertible into welfare benefits.

-Voluntary guest contributions, paid through payroll in proportion to actual work attendance.

-Incentives linked to upselling activities.

In addition, all Starhotels employees benefit from a Company Supplementary Agreement, which provides enhanced conditions and additional advantages across various aspects of the employment relationship.

Embrace growth with:

• Exceptional career advancement opportunities through our Performance Management Program.
• The opportunity to be part of an ambitious organization that values and nurtures its talent.
• Ongoing training and professional development opportunities.

At Starhotels, our commitment to equality and inclusion expresses our desire to create a work environment that recognises and appreciates the uniqueness of each person and promotes diversity in all its nuances. This position is open to candidates of all backgrounds, regardless of ethnicity, gender, sexual orientation or disability.