Guest Experience Agent
Relais & Châteaux Visualizza tutti gli annunci
- Firenze
- Tempo indeterminato
- Full time
- Provide exceptional and personalized service to guests, responding to inquiries, handling special requests, and offering information on local attractions, dining, and entertainment.
- Professionally and tactfully resolve escalated guest issues and complaints, empowering team members to handle problems effectively.
- Ensure the daily operations of the desk run smoothly, maintain cleanliness and organization, and coordinate with other hotel departments to meet guest needs.
- Guarantee the presence and exclusive assistance of a Guest Service Ambassador to guests of the Villa
- Acquire up-to-date knowledge of the local area, including events, attractions, and services, to provide accurate and tailored recommendations to guests and team members
- Be proactive and innovative in suggesting alternative solutions to enhance guest experiences.
- Act as a liaison between guests and hotel departments to ensure a smooth and enjoyable stay.
- Develop strong relationships with returning guests to encourage loyalty and repeat business.
- Support the Front Office team with administrative duties and guest service tasks as needed
- Monitor and maintain Borgo Pignano guest service standards and ensure adherence to company policies and procedures.
- Manage the preparation and delivery of welcome amenities and personalized guest cards to enhance the guest experience.
- Respond promptly and professionally to guest reviews and surveys, ensuring feedback is acknowledged and appropriate follow-up actions are taken.
- Go beyond the call of duty to exceed guests expectations
- Strong leadership and team management abilities.
- Excellent communication, interpersonal, and customer service skills.
- Strong organizational skills, including time management and multitasking.
- Problem-solving and critical thinking skills.
- Passion for hospitality
- English: C2. A third language is a plus
- Master/Degree in Hospitality is a plus
- Previous experience of at least 2 years in a similar role within a luxury hotel or resort
- References
- Proficiency in hotel management systems (i.e. Opera Cloud) and Microsoft Office Suite.
- Flexibility to work shifts, including evenings, weekends, and holidays.
- Fixed term working contract of 8 months as from May 2026 according to CCNL Settore Turismo (Federalberghi) with the aim of conversion to a permanent contract in 2027.
- 40 hours per week over 5 days with two rotating days off.
- Internal training on operational procedures and introduction to the Relais & Châteaux circuit.
- Training on Quality assessment and sector regulations.
- Welfare credit provided based on guest satisfaction.
- Company canteen.
- Uniform and uniform laundry service.