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1. JOB PURPOSE

The Guest Service Agent (GSA) will act as a host in the Lobby of Armani Hotel Milan, striving to work in a desk-free environment. The GSA’s main duty is to assist guests in the lobby area, at the Guest Service Desk, and support the LSM and ALSM as needed.

2. NATURE & SCOPE

Reports directly to the Lifestyle Manager or another designated employee as indicated in the employment confirmation letter or by the General Manager. Ensures all routine matters are handled effectively and interacts with employees within immediate business areas. Adheres to company procedures and rules, maintains confidentiality, and ensures high-quality work. Participates actively in pre- and post-opening stages to establish operational standards in line with international standards.

3. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist guests in the hotel lobby and welcome walk-ins.
• Support the LSM and ALSM with administrative duties.
• Run reports and report discrepancies.
• Stay updated on expected arrivals and departures.
• Maintain positive interactions with guests and colleagues.
• Establish rapport with guests while maintaining professional relationships.
• Collaborate with other departments in a supportive manner.
• Prepare daily, weekly, and monthly reports, including storage control reports.
• Support and promote Armani’s values and culture.
• Ensure punctuality at all times.
• Handle inquiries in person or by phone.
• Take appropriate steps in emergencies.
• Manage outgoing calls locally, trunk, and internationally.

4. PRINCIPAL ACCOUNTABILITIES

• Be familiar with local culture and governmental policies.
• Maintain high standards of personal presentation and grooming.
• Build and maintain professional relationships with industry partners and local organizations.
• Respond to industry, company, and hotel changes in the GSA role.
• Understand and adhere to hotel policies, including fire, hygiene, and health regulations.
• Attend training sessions and meetings as required.
• Perform other duties as assigned.

5. RELATIONSHIP WITH GUEST AND COLLEAGUES

• Maintain a high customer service focus, proactively addressing guest needs.
• Take personal responsibility to resolve issues and communicate clearly.
• Contribute ideas to improve hotel operations and environment.
• Promote hotel services and facilities to guests and suppliers.
• Ensure safety of yourself and others in the workplace.

6. PERSONAL PROFILE

• Demonstrate team spirit and discipline.
• Be organized with good planning skills.
• Operate with integrity and objectivity.
• Proactively resolve issues.
• Deliver results under pressure.

7. AMBASSADOR PROFILE

• Show genuine hospitality, anticipating guest needs.
• Operate confidently with attention to detail.
• Provide stylish, sophisticated service, treating guests as visitors in Mr. Armani’s home.
• Be multi-skilled, passionate, and vibrant.
• Be sincere, respectful, and warm-hearted.

8. QUALIFICATIONS & EXPERIENCE (Competencies Required)

• Experience in similar roles or related fields in a 5-star hotel.
• Minimum 1 year at the same level.
• Hotel management education is desirable.
• Proficient in English; additional languages are a plus.
• Physically fit.

9. POSITION IN THE ORGANIZATION

Please refer to the Department Organization Structure.

This description illustrates main duties but is not exhaustive. Flexibility is required as duties may change or additional responsibilities may be assigned.