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Guest Service Agent

Milan, Italy

Guest Service Agent

  • Milan
  • Rooms Division
  • Full time
  • Closing at: Feb 1 2022 at 06:55 HKT

Scope of Position

The Receptionist will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences

Organizational Structure

The receptionist reports to the Reception Manager, Guest Relations Manager, and Front of House Manger 

Duties and Responsibilities

Major responsibilities       

  • Greet and escort guests promptly to their rooms
  • Handle cash drawer properly as outlined in the MOHG Controller's manual
  • Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
  • Demonstrate teamwork by cooperating with and assisting colleagues as needed
  • Address special guest preferences recorded in guest history profiles
  • Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
  • Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest's experience
  • Arrange fulfilment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues
  • Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
  • Communicate clearly with the Night Auditor and Accounts Department
  • Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data
  • Provide assistance to guests in the street lobby
  • Perform any other reasonable duties as required by Reception Manager, Guest Relations Manager, and Front of House Manger 

Requirements

Mandatory

  • 2 years hotel experience in 4* or 5* Hotel
  • Proficiency in English, Italian (mandatory) and preferably Arabic or Chinese
  • Excellent overall communication skills
  • Good computer skills
  • Able to multi-task (payments, emails, telephone, check in, check out)
  • Strong desire to provide excellent guest service at all time
  • The ability to work well in a team environment
  • Able to stand for extended periods of time
  • Flexible schedules and working hours; willingness to work weekends and holidays required

Desirable

  • Multi-lingual is preferred
  • Graduate of Hotel School or college degree

 

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