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Guest Relations Agent - Season 2022

Lake Como, Italy

Guest Relations Agent - Season 2022

  • Lake Como
  • Rooms Division
  • Full time

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most prestigious hotels and resorts. The Group now operates or has under development over 40 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations. Mandarin Oriental, Lago di Como is a sanctuary of calm, nestled on the sunny forest shores of Lake Como. 19th Century Villa Roccabruna is at the heart of the resort, which features a total of 21 rooms, 52 suites and two-stand-alone private villas, skilfully renovated to create a sense of modern Italian elegance with a subtle oriental charm. Idyllic lake views can be enjoyed from the resort‘s restaurants, which include L˜ARIA Restaurant, CO.MO Bar & Bistrot and the Pool Bar by the resort’s floating pool on the lake. The Spa at Mandarin Oriental, Lago di Como is the largest on the lake, with two private spa suites, two treatment rooms, a beauty studio, a next-generation Technogym fitness centre and a holistic heat and water experience area.


Guest Relations Agent

Duties and Responsibilities:

  • Provides pre-arrival support for guests arriving
  • Dealing with enquiries both over the phone, face to face and via email
  • Greet and promptly escort VIP guests to their rooms or to their destination within the resort
  • Offer restaurant and activity recommendations and assist guests in arranging transportation and excursions
  • Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
  • Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
  • Provide quality service to the guests by responding to requests promptly, efficiently and courteously during VIP check-in, check-out and throughout the guest's experience
  • Anticipate guests needs in order to provide an exceptional and unique guest experience in line with the Legendary Quality Experience, Pillars and MOQA standards
  • Maintain high team focus by showing co-operation and support to all the resort colleagues
  • Stay current with developments and procedures in the resort by attending daily Front Office briefings and reviewing the Front Office communications board regularly
  • Perform any other reasonable duties as required by the Front Office Manager




  • 3 years of experience in the position within luxury hotels
  • Proficiency in English, Italian and an additional language
  • Good computer skills
  • Ability in multitasking and time-management
  • Excellent guest service attitude
  • Charming and outgoing personality with excellent manners and communication skills
  • Teamwork skills and attitude
  • Willing to work on a flexibility schedule, weekends and holidays.



  • Excellent knowledge of restaurants, bars, theatres, events and attractions in Lake Como area
  • Excellent knowledge of transportation options and airports.

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