Resident Host

Auberge; Firenze; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A luxury hotel in Florence is seeking a Resident Host to ensure seamless guest experiences through effective communication and requests management. Ideal candidates will have experience in luxury hospitality and be fluent in English and Italian. Responsibilities include answering guest calls and handling requests professionally. The position requires attention to detail and a calm demeanor in emergencies.

Competenze

• Previous experience in a call center, guest services, or a similar customer-facing role required.
• Prior experience in luxury hospitality environments is highly desirable.

Mansioni

• Answer and process all guest interactions with courtesy and precision.
• Engage guests about their stay and manage their requests.
• Follow up to ensure guests’ requests are resolved to satisfaction.

Conoscenze

Communication in English

Communication in Italian

Attention to detail

Calmness under pressure

Descrizione del lavoro

Company Description

Collegio alla Querce, Auberge Collection is a hilltop Italian retreat – once a cherished educational institution – and the only hotel in the city of Florence that provides sweeping vistas of both Florence’s historic town center and the rolling hills of Tuscany. Offering unmatched views of the iconic Duomo, the hotel’s gracious, 16th-century buildings are set in breathtaking terraced gardens. Perfectly placed in the city to offer the best of two worlds, the hotel offers 49 Guest Rooms, 28 Suites, and 6 Grand Suites. Multiple dining venues and event spaces include La Gamella, a fine-dining Italian restaurant with The Chef’s Table at its heart, mischievous Bar Bertelli, housed in the former principal’s office, poolside Cafe Focolare, and the original chapel, Sala Dorati and theatre, Il Teatro. Aelia Spa, the first-ever spa in partnership with Furtuna Skin, is a nature-ensconced haven dedicated to holistic wellbeing. The resort will also host a range of connection-driven experiences revealing Florence’s multifaceted Renaissance spirit.

Job Description

At Collegio alla Querce, we celebrate the art of personalized service and the vital role of communication in creating seamless guest experiences. As a Resident Host, you will be the voice of the property, ensuring that every interaction—whether by phone or chat—reflects warmth, professionalism, and efficiency. Your role will be essential in anticipating needs, resolving requests, and setting the tone for a stay defined by luxury and care.

Guest Communication

• Answer, record, and process all guest calls, chats, requests, questions, and concerns with courtesy and precision.
• Provide prompt, polite, and professional handling of all incoming calls, using proper etiquette at all times.
• Engage guests in meaningful conversations regarding their stay, property services, and local attractions.
• Address guests’ service needs in a professional, positive, and timely manner.

Coordination & Request Management

• Receive, record, and relay messages accurately, completely, and legibly.
• Contact the appropriate departments (e.g., Bellperson, Guest Services, Housekeeping, Engineering, Security) to ensure guest requests are fulfilled.
• Follow up with guests to ensure their requests, inquiries, or problems have been resolved to their satisfaction.
• Anticipate service needs by actively listening and observing guest preferences, and act upon them whenever possible.

Call Handling & Etiquette

• Answer telephones promptly (within 3 rings) using appropriate etiquette, including caller identification, guest preferred name and warm tone.
• Transfer calls accurately, request permission before placing callers on hold, and check back with those waiting on hold.
• Monitor unanswered lines, forward calls when necessary, and ensure messages are delivered promptly.

Teamwork & Safety

• Assist fellow team members to ensure proper coverage and consistent guest service.
• Maintain positive and productive relationships with colleagues across departments.
• Handle sensitive issues with tact, discretion, and confidentiality.
• Follow all property safety procedures and maintain contact details for emergency services when needed.
• Perform other duties as assigned, supporting other departments as necessary.

Qualifications

Experience

• Previous experience in a call center, guest services, or a similar customer-facing role required.
• Prior experience in luxury hospitality environments is highly desirable.

Technical Skills

• Ability to clearly and pleasantly communicate in English and Italian, both orally and in writing, using proper spelling and grammar, with guests, co-workers, and management, both in person and by telephone.

Personal Qualities

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness, working with minimal supervision.
• Ability to be a clear thinker and remain calm in emergency situations.
• Flexibility to work a varied schedule, including evenings, weekends, and holidays, according to operational needs.

Additional Information

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of‑a‑kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.