Hotel & Guest Services Manager (Global Sporting Event) - Italian & English Speaking
The iLUKA Collective
- Milano
- Contratto
- Full time
- Develop a clear understanding of the Hospitality Programme and daily schedule
- Build strong relationship with key hotel teams to ensure smooth running of onsite operations
- Prepare Guest Services Operations Manual, to include policies and procedures for all possible circumstances
- Develop a guest registration system to ensure quick, efficient check-in process
- Ensure all guests are personally welcomed, fully briefed of next point of contact, event timings and receive welcome packs including premiums tickets and credentials
- With the Guest Communications team, devise process for tracking and communicating all guest changes and information updates
- Demonstrate friendly, professional and efficient service with clients, hotel teams and guests
- Pro-actively assist guests to resolve any problems they encounter
- Manage optional leisure activity service available to guests through Hospitality Desk
- Where necessary, manage the operation & running of Guest Lounge within hotel to provide excellent customer service and a top-class hospitality experience for all guests, including F&B replenishment, drinks service and ensuring the Lounge is immaculately presented
- Implement daily meetings with key hotel staff in order to manage/reconcile accounts and brief hotel of daily schedule and any necessary changes.
- Prepare familiarisation training so that both self and team are fully conversant with all aspects of the programme including hotel facilities; event venues; excursion & activity venues
- Prepare a practical information resource for the Guest Services Team so that information is readily available & easily accessible including essential contact numbers, travel agency services, venue information, venue maps, match schedules etc.
- Liaise with Airport & Transport teams to ensure efficient arrival & departure systems
- Devise and implement a system for checking guest arrival & departure information
- Set up a system for recording and reporting guests chosen activities/events if applicable
- Liaise with the Guest Communications team to ensure all reports/information communicated as necessary
- Liaise with Team Managers to develop staffing strategy and team rotas
- Assist Programme leads in planning and delivery of Event/Hotel Host training
- Manage hospitality desks onsite to ensure correct information is displayed, and desks are opened punctually, and well-presented
- Ensure team is thoroughly briefed on the client hierarchy and is conversant with appropriate etiquette
- Devise effective communication system is in place to notify guests & team of any programme changes
- Manage team to ensure they are fully briefed & immaculately presented whenever on duty
- Motivate team to ensure delivery of excellent service levels at all times
- Fluent in English and Italian
- Excellent communications skills
- Quality service orientated with a “Can Do” attitude
- Management skills
- Previous experience of hotel or event hospitality service
- Methodical, accurate and an eye for detail
- Good IT skills, especially with hotel databases
- Ability to multi-task and meet strict deadlines
- High Level understanding of what constitutes excellent customer service
- Able to build rapport at all levels
- Experience of handling VIP guests
- Ability to lead, train and motivate the hospitality team to deliver exemplary service
- High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
- Flexible, enthusiastic, confident, outgoing
- Willing to roll sleeves up and get involved
- Passionate about sport, hospitality and delivery
- Able to work in a calm, kind and professional manner in a pressured environment
- Ability to prioritise a demanding workload