Guest Service Agent - Aman Rosa Alpina

Aman; Badia; On-site; EUR 26,000 - 38,000; Full time

Benefits offered by this job

Competitive compensation

Complimentary nights across Aman & Jan

Healthcare fund via mySanitour+ AltoAd

Job summary

Aman Rosa Alpina in the Dolomites seeks a Guest Service Agent to deliver the highest level of guest satisfaction under the Front Office Manager and Director of Rooms. The role focuses on personalized service, brand standards, and seamless guest experiences across the journey.

You will supervise the Guest Service Team, coordinate with departments, and maintain guest profiles while responding to feedback with Aman values.

Qualifications

• Fluent in English and Italian, both written and spoken.
• Degree or diploma in any discipline required.
• Minimum 2 years in a similar role within an international luxury hotel environment.

Responsibilities

• Deliver outstanding service and protect the Aman brand.
• Oversee daily Guest Service operations maintaining brand standards.
• Lead and support the Guest Service Team and ensure high service levels.
• Attend daily briefings to ensure clear communication across departments.
• Maintain knowledge of hotel products, services, and experiences.
• Manage guest recognition, profiles and personalized requests.

Skills

Communication skills

Interpersonal skills

Guest relations

Problem solving

Team leadership

Multitasking

Computer skills

Education

Degree or diploma in any discipline

Job description

Location Overview

Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy.

Role

Under the direct supervision of the Front Office Manager and Director of Rooms, the Guest Service Agent, ensuring the highest level of guest satisfaction in accordance with the policies, standards and guidelines established by the hotel or the corporate office.

The Guest Service Agent is responsible for ensuring an exceptional guest experience in line with Aman standards and culture. The role oversees the Guest Service Team, ensuring smooth operations, personalized service, and strong guest recognition throughout the guest journey.

Key Responsibilities

• Protect and represent the Aman brand by delivering outstanding service and creating memorable guest experiences.
• Oversee daily Guest Service operations, ensuring efficiency, consistency, and adherence to brand standards.
• Lead and support the Guest Service Team, providing guidance and ensuring high service levels.
• Attend daily Rooms and Operations briefings to ensure effective communication and alignment across departments.
• Maintain excellent knowledge of hotel products, services, and experiences.
• Manage guest recognition and guest history processes to enhance personalization and loyalty:
• Welcome and farewell guests, creating meaningful personal interactions.
• Ensure guest profiles and preferences are accurately updated and communicated.
• Coordinate personalized amenities, special requests, VIP services, and special occasions.
• Monitor guest satisfaction, handle feedback professionally, and ensure timely resolution of concerns.
• Actively engage with guests throughout the property to anticipate needs and exceed expectations.
• Support and implement guest recognition programs and daily guest experiences.
• Monitor quality standards through regular checks and continuous improvement initiatives.
• Ensure compliance with hotel safety procedures and company policies.
• Promote a safe, respectful, and positive working environment.

Requirements

Languages

• Fluent written and spoken English and Italian.

Education

• Degree or diploma in any discipline.

Experience

• Minimum 2 years of experience in a similar role within an international luxury hotel environment.

Skills & Competencies

• Strong communication and interpersonal skills.
• Excellent guest relations and problem-solving abilities.
• Team-oriented mindset with leadership skills.
• Flexibility, enthusiasm, initiative, and a proactive approach.
• Ability to work under pressure and manage multiple priorities.
• Good computer skills.
• Goal-oriented, committed, and passionate about delivering exceptional service.

Please note that this list is not exhaustive. Aman employees are always encouraged to find new ways to support the business, our guests, and our colleagues while embodying the values and traditions of Aman culture.

Benefits

At Aman Rosa Alpina, we believe that our colleagues are at the core of our success. We offer a competitive benefits package including exciting international career opportunities in a company that is expanding rapidly. We prioritise and support your career journey, making you feel valued, included and at home.

• Competitive compensation
• Complimentary nights and discounted Food & Beverage and Spa rates across all Aman and Janu properties
• Access to mySanitour+ Alto Adige supplementary healthcare fund
• Professional development and career growth opportunities
• Cornell University partnership with preferential rates for professional development courses