Guest Service Agent - Excelsior Hotel Gallia

The Luxury Collection; Milano; In loco; EUR 20.000 - 25.000; Tempo pieno

Descrizione del lavoro

The Luxury Collection in Milan is seeking a guest services associate to answer, record, log, and process guest calls and requests on a service-oriented frontline shift.

As the first point of contact, you will operate the telephone switchboard, handle wake-up calls, assist with internet access, and relay messages accurately while maintaining professional appearance and confidentiality.

Competenze

• Education: High school diploma or GED equivalent.
• Related Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None

Mansioni

• Answer, record, log, and process guest calls and messages.
• Operate telephone switchboard and assist guests with wake-up calls.
• Guide guests on internet access and transfer to provider support.
• Follow company policies and maintain confidentiality.
• Move, lift, or assist with guest-related tasks as needed.

Conoscenze

POS systems

Formazione

High school diploma or GED equivalent

Strumenti

POS systems

Descrizione del lavoro

Additional Information

Job Number 26122995
Job Category Rooms & Guest Services Operations
Location Piazza Duca D'Aosta 9, Milan Milan 20124, Italy
Schedule Full Time
Located Remotely? N
Position Type Non-Management
Pay Range EUR 22414 Annual Salary

Position Summary

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 provider's 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

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 celebrated. Our 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.
The Luxury Collection Hotels & Resorts, con oltre 120 proprietà in più di 35 Paesi, offre la promessa di esperienze autentiche che creano ricordi duraturi e preziosi. Con oltre 100 anni di esperienza iniziata nel 1906 con il marchio italiano CIGA, una collezione delle proprietà più celebri e iconiche d'Europa, il brand vanta una solida base su cui si fonda la nostra continua evoluzione, volta a superare i desideri dei viaggiatori amanti del lusso.
Da palazzi leggendari e rifugi appartati a edifici moderni classici e senza tempo, ogni hotel e resort di lusso è un'espressione unica e preziosa del luogo in cui si trova, un portale che svela il fascino e i tesori culturali del luogo di destinazione. Se apprezzi la narrazione evocativa, hai un forte interesse e una passione per il patrimonio della località e desideri offrire un'ospitalità sincera, personalizzata e che anticipa le esigenze, ti invitiamo a unirti al nostro viaggio. Entrando a far parte di The Luxury Collection ti unirai a un portfolio di brand con Marriott International. Scegli un ambiente dove puoi svolgere al meglio il tuo lavoro, iniziare il tuo percorso verso i tuoi obiettivi, entrare a far parte di un fantastico team globale e diventare la versione migliore di te.