Resident Host

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

Descrizione del lavoro

A luxury hospitality company in Tuscany is seeking a Guest Communication Specialist to handle guest calls, requests, and needs with professionalism and courtesy. The ideal candidate will have experience in customer service, especially in luxury settings, and be bilingual in English and Italian. This role requires attention to detail and excellent communication skills. Flexibility in working hours is essential.

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 calls, chats, and requests with courtesy.
• Engage guests regarding their stay and local attractions.
• Ensure guest requests are fulfilled by coordinating with appropriate departments.
• Follow up with guests to ensure satisfaction.

Conoscenze

Communication in English

Communication in Italian

Customer service

Problem-solving

Descrizione del lavoro

Job Description

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 appropriate departments 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.
• 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.