Guest Service Agent Turnante - Complex Hotels, Firenze

Fine Foods & Pharmaceuticals N.T.M. S.p.A.; Firenze; Ibrido; EUR 24.000 - 26.000; Tempo pieno

Vantaggi offerti da questo lavoro

Meal vouchers €8 per day

Staff canteen access

Corporate perks and staff discounts

Discounted group stays

Descrizione del lavoro

Starhotels in Florence, Italy, is seeking a Guest Service Agent to be the first point of contact for guests at our complex hotels in Florence. You will manage check-in/out, respond to inquiries, and ensure a smooth front desk operation.

The role requires fluency in Italian and English, a hospitality mindset, and strong customer service skills. Offer includes CCNL Tourism, 14 payments per year, meal vouchers, staff canteen access, and upselling incentives.

Competenze

• Experience in the Guest Service Agent role.
• Familiarity with Opera PMS.
• Excellent guest service and communication skills.
• Ability to handle inquiries and resolve complaints.
• Willingness to work in shifts, including evenings/weekends.

Mansioni

• Greet guests and respond to inquiries.
• Handle check-in/check-out procedures.
• Manage guest messages and requests.
• Stay updated on hotel services and events.
• Maintain lobby and front desk standards and safety.
• Operate front of house systems and procedures.

Conoscenze

Italian fluency

English fluency

Hospitality mindset

Customer service

Problem solving

Teamwork

Attention to detail

Strumenti

Opera PMS

Descrizione del lavoro

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 at ourComplex hotels in Florence: Starhotels Michelangelo, Tuscany and Vespucci.

As aGuest Service Agentyou'll be the first point of contact for our guests, creating memorable experiences during arrival, stay and departure.

Your responsibilities include:

• Being the friendly face that responds promptly to guest inquiries, providing information and assistance.
• 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.
• 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.

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: 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: €24.000 - €25.700 - 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.