Resident Host

Collegio alla Querce, Auberge Resorts Collection; Firenze; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A Collegio alla Querce offers a Guest Service Agent position that focuses on providing exceptional service to guests. The role involves answering calls, addressing queries, and ensuring customer satisfaction within a historic and luxurious environment. Candidates must possess strong communication skills in English and Italian and a commitment to excellence in hospitality.

Competenze

• Ability to communicate clearly in English and Italian, orally and in writing.
• Attention to detail and ability to work independently.
• Flexibility to work evenings, weekends, and holidays.

Mansioni

• Transport guests and assist with their requests promptly.
• Record and relay messages accurately.
• Engage guests in conversation to understand their needs.

Conoscenze

Bilingual Communication

Attention to Detail

Customer Service

Descrizione del lavoro

Company Description

Collegio alla Querce, Auberge Resorts Collection, a former cultural institution and beloved boarding school, is undergoing an extensive transformation to revive its storied and romantic history dating back to the 16th century. As Auberge’s third European destination, Collegio offers a unique experience for design enthusiasts and gourmands alike. The property features three adjacent original buildings with 83 rooms, an original chapel and theater, a library, two restaurants, and a bar that was once the school’s principal’s office. Surrounded by old growth cypress and soaring oak trees, the grounds include expansive lawns, five levels of terraced Baroque gardens, a pool, and a garden bar and restaurant. Visitors come here for relaxation or adventure and leave utterly enchanted.

Job Description

You will be responsible for transporting guests virtually anywhere they wish to go at any time. This includes providing prompt, courteous, and efficient handling of all incoming calls, tracking guest requests, and following up to ensure satisfactory service and assistance for outgoing calls.

1. Follow up with guests to ensure their requests or problems have been addressed to their satisfaction.
2. Receive, record, and relay messages accurately, completely, and legibly.
3. Contact appropriate departments (e.g., Bellperson, Guest Services, Housekeeping, Engineering, Security) as needed to resolve guest calls, requests, or issues.
4. Answer, record, and process all guest calls, requests, questions, or concerns.
5. Follow up with guests regarding satisfaction with guest-related issues.
6. Assist other team members to ensure proper coverage and prompt guest service.
7. Anticipate guests' service needs by asking questions to understand their preferences and acting on them whenever possible.
8. Address guests' service needs professionally, positively, and promptly.
9. Engage guests in conversation about their stay, property services, and local attractions.
10. Answer telephones using proper etiquette, including answering within three rings, using a friendly tone, addressing callers by name, transferring calls appropriately, requesting permission before placing callers on hold, taking and relaying messages, and allowing callers to end calls.
11. Handle sensitive issues with tact, respect, diplomacy, and confidentiality.
12. Develop and maintain positive working relationships with team members and departments.
13. Partner with others to promote teamwork and achieve goals. Advise guests of messages received and send them to their rooms if needed.
14. Monitor busy or unanswered lines, check back with callers on hold, and offer to take messages.
15. Forward calls during breaks, at night, or when phones are unattended.
16. Understand safety procedures and have emergency contact numbers accessible.
17. Perform other duties as assigned, including assisting other departments when necessary.

Qualifications

1. Ability to communicate clearly and pleasantly in English and Italian, both orally and in writing, with proper spelling and grammar, in person and by telephone.
2. Attention to detail, speed, accuracy, courtesy, cooperativeness, and the ability to work independently.
3. Flexibility to work evenings, weekends, and holidays.
4. Ability to remain calm and think clearly in emergency situations.

Additional Information

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. Each property shares a crafted approach to luxury, highlighting local culture through captivating design, exceptional cuisine, spas, and gracious service. With locations across three continents, Auberge offers guests the opportunity to create unforgettable stories in some of the world’s most desirable destinations. Visit aubergeresorts.com for more information and follow us on social media: @AubergeResorts, #AlwaysAuberge.