Requirements: English
Company: Park Hyatt Milano
Region: Milan , Lombardy
Park Hyatt Milano is a 5-star luxury hotel located in the heart of the city, overlooking the famous Galleria Vittorio Emanuele II and a few steps from Piazza del Duomo and the Alla Scala opera house.
As a Guest Experience Agent you will be responsible for guests pre-arrival communications and experiences once at the hotel, ensuring the highest level of personalization and service excellence
Main Duties and responsibilities
- Welcome guests in a friendly, prompt and professional manner;
- Register guests, issue room keys and provide information on hotel services and room location;
- Create memorable experiences for our guests through care and empathy;
- Make appropriate service recovery gestures in order to ensure total guest satisfaction;
- Display the highest level of knowledge and care in all interactions and correspondence with guests, from pre-arrival communications to guests departure
- Nurture the relationship with all guests showing an authentic interest in preferences to ensure a genuine and personalized approach to suggestions and enquires
- Address special guest preferences recorded in guest history profiles;
- Ensure that all guests requests and queries are answered as soon as possible, being familiar at all time;
- Monitor service expectations and managing complaints at a first level
- Maintain an efficient dialogue and collaboration with all relevant departments to ensure the highest level of service
- Organize and communicate informations for the daily meeting for other departments
Qualifications
- Proficiency in English, Italian and an additional language
- Proficiency with computers
- Ability in multitasking, problem solving and time-management
- Attention to detail
- Excellent guest service attitude
- Teamwork skills and attitude
- Previous experience in guest experience in five-star hotels and knowledge of the Opera system are a plus
Hyatt offers a great range of benefits, including:
- 12 free nights per year of service across Hyatt Hotels worldwide
- Employee and Friends & Family rates across Hyatt Hotels worldwide
- Dry cleaning of business clothes
- Complimentary meals on duty
- Continuous Learning & Development opportunities
- Staff celebrations
- Plan Welfare
- Settling the costs of urban public transport - ATM Milano