Tourism Services Attendant

Baglioni Hotels & Resorts; Milano; On-site; EUR 25,000 - 27,000; Full time

Job summary

The Palace Company Europe in Milan is seeking a Tourism Services Attendant to engage guests before arrival, tailoring experiences from our portfolio and coordinating with property teams to ensure a smooth guest journey.

You will help present tours, transfers and spa services, while supporting revenue growth and guest satisfaction across Italy properties.

Qualifications

• Experience in tourism services, guest relations or related roles.
• Education in Hospitality Management or related field preferred.
• Excellent knowledge of Italian and English; additional languages a plus.
• Experience in consultative selling, upselling and cross-selling.

Responsibilities

• Proactively contact guests with confirmed bookings during the pre-arrival phase via email, phone and chat, presenting transfer services, tours, experiences and services at each property.
• Develop personalized itineraries based on guests' profiles, preferences and stay length.
• Achieve revenue targets through upselling and cross-selling.
• Coordinate with Concierge and Front Office to ensure smooth delivery of experiences and services.
• Manage bookings, confirmations, payments and documentation through CRM/PMS systems.

Skills

Italian language

English language

Spanish language

French language

Consultative selling

Upselling

Cross-selling

CRM

Education

High school diploma or Hospitality/related degree

Tools

CRM/PMS systems

Job description

The Palace Company Europe is looking for a passionate and proactive Tourism Services Attendant to join our Tourism Services team in Milan, supporting the pre-arrival experience of guests with confirmed bookings at our properties in Italy. The role is responsible for engaging with guests before their arrival, understanding their preferences and expectations, and presenting tailored tours, experiences and transfer services from the company's official portfolio, as well as the services available at each property. Through a personalized approach, the Tourism Services Attendant contributes to enhancing the guest journey, driving commercial performance and ensuring the highest standards of service.

Main Responsibilities

• proactively contact guests with confirmed bookings during the pre-arrival phase, through email, phone and chat, presenting transfer services, tours, experiences and the services available at each property, including restaurants and SPA treatments;
• develop personalized itineraries based on guests' profiles, preferences, length of stay and travel occasion, providing tailored recommendations and ensuring alignment with the brand positioning and expectations;
• achieve commercial targets related to revenue per guest, upselling and cross-selling, contributing to the overall performance of Tourism Services and monitoring individual performance and guest satisfaction indicators;
• maintain up-to-date knowledge of the company's official experience portfolio, selected partner suppliers and destinations, acting as a trusted advisor to guests and sharing relevant feedback on preferences, recurring requests and market trends;
• coordinate with Concierge and Front Office teams to ensure the smooth delivery of experiences and services sold, and with the Tourism Services Manager to remain aligned on portfolio, pricing and service standards;
• manage bookings, confirmations, payments and related documentation through the company's digital platforms and CRM/PMS systems, ensuring accuracy and consistency throughout the guest journey.

Requirements

• Minimum experience in tourism services, guest relations, concierge, tour operating or roles in sales within the travel or hospitality industry;
• high school diploma or degree in Hospitality Management, Business Administration or a related field, or equivalent professional experience;
• excellent knowledge of Italian and English; knowledge of Spanish will be considered a plus, as well as additional languages such as French or German;
• experience in consultative selling, upselling and cross-selling through email, phone or chat will be considered a plus.

What we offer

Full-time contract with a salary range of 25.000€-27.000€ gross per year depending on experience and qualifications

Workplace: Milan, Italy