GUEST EXPERIENCE AGENT

GUEST EXPERIENCE AGENT

Park Hyatt Park Hyatt Milan IT - 25 - Milan Front Office Hourly/ Entry Level Employee Full-time Req ID: MIL000274 Local

Summary


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


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