ppDescrição da Função /p pJob Title: Guest Services Agent /p pDepartment: Guest Services /p pReports to: Guest Services Director, Guest Services Manager, Guest Services Supervisor, Night Manager. /p h3Job Overview /h3 pResponsible for the accurate, courteous and efficient reservation, communication (PBX), check in and check out of hotel guests providing the highest level of personal service. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels Resorts Milano; main responsibility is the maintenance and control of the hotel’s room inventory on a day to day basis. This includes coordinating room assignments controlling room inventory, organizing guestroom moves, controlling sell-out days, supervising upgrades and monitoring Interfaces. The GSA is also responsible for maintaining, implementing, recording guest preferences and their implementation to give our guests the most personalized service. By applying empowerment and making decisions complete problem resolution should be ensured at all times and a strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. This relationship is key to the success of the Front of House operations functioning. /p h3Place Of Work /h3 pFront desk and back office areas. Front Office is a focal point for all guest/visitor reception and inquiries. /p h3Qualifications /h3 h3Basic requirements /h3 ul liA College Degree or in the process of receiving one. /li liPossess a good command of the Italian English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone. /li liAbility to provide legible communication. /li liAbility to compute basic mathematical calculations. /li liKnowledge of computers. /li /ul h3Desirable /h3 ul liTraining in the hospitality industry. /li liPrevious experience as a Front Office Receptionist in a luxury market. /li liFluency in a second language. /li liKnowledge of Opera, Marsha, Mystique and Concierge Assistant. /li /ul h3Essential Skills /h3 ul liMust have a professional image and personality exuding confidence and leadership skills. /li liAbility to smile at all times. /li liAbility to remain stationary at an assigned post for an extended period of time. /li liAbility to understand guest inquiries and provide responses. /li liAbility to promote positive relations with all individuals who approach the Front Desk and by telephone. /li liAbility to focus attention on guest needs, remaining calm and courteous. /li liAbility to think clearly, quickly, maintains concentration and makes concise decisions. /li liAbility to work well under the pressure of coordinating many requests at any given time. /li liAbility to prioritize, organize and follow up. /li liAbility two work well under the pressure of 50 arrivals/departures transactions within any given period of time. /li liHigh attention to details. /li liAbility to input and access data in a computer. /li liAbility to ensure security of guestroom access. /li liAbility to maintain confidentiality of all guest information and pertinent hotel data. /li liAbility to perform job functions with minimal supervision. /li liAbility to analyze and resolve problems opportunities to the guest satisfaction, while exercising good judgment. /li liAbility to resolve guest opportunities. /li liAbility to work cohesively with other departments and co-workers as part of a team. /li liAbility to be flexible as the job changes. /li liAbility to work flexible hours, including weekends, holidays and evenings if necessary. /li liBe an ambassador to The Bulgari Hotels Resorts Company at all times, in and outside of one’s workplace. /li /ul h3Primary Job Functions /h3 ul liObtain assigned bank and ensure accuracy of contracted monies. /li liMeet with departing Front Desk Agent at the beginning of your shift as well as with incoming agent at the end of your shift to review business status, pass on all pertinent info and follow-up on items still to be resolved. /li liAttend daily line-up,



maintain complete knowledge and comply with all hotel and departmental policies and procedures. /li liMeet with supervisor to review daily assignments and priorities. /li liMaintain a complete, detailed and updated knowledge of all room types, room numbers and names, room layout, appointments, amenities locations. Be knowledgeable of all offered rates, special packages and promotions, room availability and status for any given day as well as scheduled daily activities, group names meeting locations. /li liMaintain complete knowledge of all hotel features/services hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance. /li liAdhere to and practice the Three Steps of Service at all times. /li liSet up work stations with necessary supplies maintain cleanliness throughout shift. /li liAccess all functions of computer systems according to established procedures and standards. /li liResponsible for clearing trace file and reading Log-book daily and ensuring all follow up is completed. /li liProcess all guest check-in according to established hotel requirements. This will be in direct co-relation with Guest Relations (refer to Guest Relations Job Descriptions as needed): /li liConfirm or if necessary walk-in a reservation and review all details as well as any special noted information. /li liVerify guest information and register guest in the computer. /li liObtain a method of payment for each guest and input into system. This can include credit cards, checks and gift certificates or collect cash among others. Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewith, separate room/tax/incidentals, comp). /li liAssign guestroom. /li liAdvice guest of any messages, mail, faxes, etc, received for them. /li liCommunicate services and amenities included in packages to guests on packages. /li liObtain proper identification for tax exempt guests and attach form to registration card. /li liObtain guest signature for designated paperwork. /li liObtain Guest Relations to escort guest. /li liFile all relevant guest paperwork in the bucket or trace files as mandated by departmental processes. /li liIssue Safety deposit boxes to guests and ensure security of keys. /li liAnswer all incoming calls within 3 rings and with a smile, using correct salutations and telephone etiquette: /li liTake, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals. /li liOffer detailed information on the voice mail system to callers and guest wishing to leave a message. /li liAccept and record wake-up call requests; deliver to PBX. /li liRun emergency reports. /li liResponsible for assigning CARE rooms in conjunction with Engineering and Housekeeping. /li liResponsible for the daily set up of showrooms in conjunction with Housekeeping. /li liResponsible for monitoring and clearing DNR rooms. /li liResponsible for clearing wait lists in coordination with ERS /li liMaintain the inventory of the hotel: /li liCheck all comments and requests in reservations. /li liBlock guaranteed room types, special requests, requests to be near other rooms, early arrivals VIP’s. /li liVerify all specialty room blocks. /li liDetermine how to fill Club and Suites. /li liCommunicate with The Club Manager/ Club Concierge. /li liBlock guest recognition’s needs daily as needed. /li liVerify remaining blocks to ensure we’re meeting the customers’ needs and fill the holes in the matrix/ block the house. /li liCheck for double blocks and duplicate reservations. /li liConfirm or deny upgrades. /li liAdvise the Director of Revenue Management of any over-commitments in room types and communicate with the Director of Revenue Management on how much to oversell the hotel daily/ as needed. /li liResponsible for ensuring all Pre-Registrations are complete prior to guest ETA but no later than 1pm. /li liResponsible for communicating and expediting room waits.



/li liResponsible for orchestrating room moves. /li liResponsible for setting up charge routing and coordinating any special billing requests. /li liResponsible for clearing stay over requests. /li liResponsible for clearing departures. /li liResponsible for ensuring all Reservations have proper company, source and individual profiles linked in Opera as well as assisting in linking profiles in Class. /li liPromote positive guest relations to all individuals approaching the Front Desk. /li liAccommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request. /li liDocument all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 10 minutes to ensure completion and guest satisfaction. /li liHandle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. /li liCommunicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). /li liCollect guest preferences for all guests. /li liAccommodate room changes expediently. /li liResolve discrepancies on the room status report with Housekeeping. /li liResponsible for completing the Credit Report. /li liResponsible for completing the Room Rate Variance Report. /li liResponsible for controlling and clearing PM accounts. /li liHandle requests for late checkouts according to established hotel procedures. /li liProcess all check-out according to established hotel requirements. /li liPresent folio to guest and resolve and disputed charges. /li liSettle guest accounts following Accounting procedures. /li liRequest guest comments on their stay. /li liGive all departing guests a fond farewell. /li liProcess express checkouts throughout the shift. /li liResolve any late charges. /li liResponsible for handling guest relocations extending every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for “walking” guests. /li liConduct group check-ins/outs according to established hotel procedures. /li liAssist all departments /executives in obtaining appropriate information regar ding groups, inventory and guest information. /li liMake reservations for rooms. /li liProvide Tours of the Hotel and of guest rooms to anyone inquiring to do so. /li liAdhere to all cashiering procedures: /li liProcess adjustment vouchers, paid-outs, miscellaneous charges. /li liMake change for guests. /li liCash guests’ personal checks/travelers checks. /li liSettle room accounts. /li liRun closing reports count bank at end of shift. /li liComplete designated cashier reports. /li liBalance receipts and ensure to have proper paper backup on all transactions, drop receipts and any cash at end of shift as needed. /li liSecure your bank. /li liLegibly document pertinent information in the logbook. /li liPerform any task assigned by any manager. /li liSuccessful completion of the training/certification process. /li liCash handling tasks: handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times. /li /ul pAt Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. /p pDeveloped in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels Resorts, you join a portfolio of brands with Marriott International. bBe /b where you can do your best work, bbegin /b your purpose, bbelong /b to an amazing global team, and bbecome /b the best version of you. /p /p #J-18808-Ljbffr

📌 Guest Services Agent - Bvlgari Hotel Milano
🏢 Hotel Milano Scala
📍 Milano