Guest Service Agent - Excelsior Hotel Gallia

Marriott Hotels Resorts; Milano; In loco; EUR 25.000 - 30.000; Tempo pieno

Descrizione del lavoro

A leading international hotel brand in Milano is seeking a dedicated Guest Service Associate to manage guest calls and requests. The ideal candidate will have strong customer service skills and proficiency in both English and Italian. This full-time role involves ensuring guest satisfaction and adhering to company policies while working in a dynamic hotel environment.

Competenze

• Proficiency in English and Italian languages required.
• No related work or supervisory experience needed.

Mansioni

• Answer and process all guest calls, requests, and concerns.
• Follow company policies and report any unsafe conditions.
• Develop and maintain positive working relationships.

Conoscenze

Customer Service

Phone Etiquette

Guest Relations Experience

Hospitality Experience

Cashiering

Formazione

High school diploma or G.E.D. equivalent

Descrizione del lavoro

Overview

Description and responsibilities: Answer record log and process all guest calls requests questions or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls screening calls do not disturb call forwarding conference calls TDD relay calls and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines check back with callers on hold to update status and offer to take a message. Receive record and relay messages accurately completely and legibly. Activate / deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to providers customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call request or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents injuries and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand sit or walk for an extended period of time. Enter and locate information using computers and / or POS systems. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

Education : High school diploma or G.E.D. equivalent.

Related Work Experience : No related work experience.

Supervisory Experience : No supervisory experience.

License or Certification : None

Communications : English and Italian Language Proficiency

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience : Unclear Seniority

Key Skills

Restaurant Experience,Customer Service,Hotel Experience,Taleo,Hospitality Experience,Cashiering,Food Safety Experience,Guest Relations Experience,Animal Handling,Front Desk,Guest Services,Phone Etiquette

Employment Type : Full-Time

Experience : years

Vacancy : 1