Job Information

Job Number:

Job Category: Rooms & Guest Services Operations

Location: Via Privata Fratelli Gabba 7b, Milan, Italy 20121

Schedule: Tempo pieno

Position Type: Non-Management

Pay Range: 25,474 - 27,000 €

Job Title: Guest Services Agent

Department: Guest Services

Reports To: Guest Services Director, Guest Services Manager, Guest Services Supervisor, Night Manager

Job Overview

Responsible 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. Empowered to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano. Main responsibilities include maintenance and control of the hotel’s room inventory on a day‑to‑day basis, coordinating room assignments, managing room inventory, supervising upgrades, monitoring interfaces and maintaining guest preferences to give guests the most personalized service.

Place of work: Front desk and back office areas. Front Office is the focal point for all guest/visitor reception and inquiries.

Basic Requirements

Qualifications

- A College Degree or in the process of receiving one.
- Good command of Italian & English with clear and pleasant communication skills both in person and by telephone.
- Ability to provide legible communication.
- Ability to compute basic mathematical calculations.
- Knowledge of computers.

Desirable

- Training in the hospitality industry.
- Previous experience as a Front Office Receptionist in a luxury market.
- Fluency in a second language.
- Knowledge of Opera, Marsha, Mystique and Concierge Assistant.

Essential Skills

- Professional image and personality exuding confidence and leadership skills.
- Ability to smile at all times.
- Ability to remain stationary at an assigned post for an extended period.
- Ability to understand guest inquiries and provide responses.
- Ability to promote positive relations with all individuals approaching the Front Desk and by telephone.
- Ability to focus attention on guest needs, remaining calm and courteous.
- Ability to think clearly, quickly, maintain concentration and make concise decisions.
- Ability to work well under the pressure of coordinating many requests at any given time.
- Ability to prioritize, organize and follow up.
- High attention to detail.
- Ability to input and access data in a computer.
- Ability to ensure security of guest room access.
- Ability to maintain confidentiality of all guest information and pertinent hotel data.
- Ability to perform job functions with minimal supervision.
- Ability to analyze and resolve problems & opportunities to enhance guest satisfaction, exercising good judgment.
- Ability to resolve guest opportunities and work cohesively with other departments and co‑workers as part of a team.
- Ability to be flexible as the job changes.
- Ability to work flexible hours, including weekends, holidays and evenings if necessary.
- Be an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.

Primary Job Functions





- Obtain assigned bank and ensure accuracy of contracted monies.
- Meet 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.
- Attend daily line‑up, maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Meet with supervisor to review daily assignments and priorities.
- Maintain a complete, detailed and updated knowledge of all room types, room numbers, names, 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.
- Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
- Adhere to and practice the Three Steps of Service at all times.
- Set up work stations with necessary supplies & maintain cleanliness throughout shift.
- Access all functions of computer systems according to established procedures and standards.
- Responsible for clearing trace file and reading Log‑book daily and ensuring all follow‑up is completed.
- Process all guest check‑in according to established hotel requirements.
- Confirm reservation details and verify guest information.
- Obtain a method of payment for each guest and input into system.
- Assign guest room.
- Advise guests of any messages, mail, faxes, etc.
- Communicate services and amenities included in packages to guests.
- Obtain proper identification for tax‑exempt guests and attach form to registration card.
- Obtain guest signature for designated paperwork.
- File all relevant guest paperwork in the bucket or trace files as mandated by departmental processes.
- Issue safety deposit boxes to guests and ensure security of keys.
- Answer all incoming calls within 3 rings with a smile, using correct salutations and telephone etiquette.
- Take, record, and relay messages accurately.
- Offer detailed information on the voicemail system to callers and guests wishing to leave a message.
- Accept and record wake‑up call requests; deliver to PBX.
- Run emergency reports.
- Responsible for assigning CARE rooms in conjunction with Engineering and Housekeeping.
- Responsible for the daily set‑up of showrooms in conjunction with Housekeeping.
- Responsible for monitoring and clearing DNR rooms.
- Responsible for clearing wait lists in coordination with ERS.
- Maintain the inventory of the hotel: check all comments and requests in reservations.
- Block guaranteed room types, special requests, requests to be near other rooms, early arrivals & VIPs.
- Verify all specialty room blocks.
- Determine how to fill Club and Suites.
- Communicate with the Club Manager/Club Concierge.
- Block guest recognition needs daily as needed.




- Verify remaining blocks to ensure meeting customer needs and fill holes in the matrix.
- Check for double blocks and duplicate reservations.
- Confirm or deny upgrades.
- Advise the Director of Revenue Management of any over‑commitments.
- Responsible for ensuring all pre‑registrations are complete prior to guest ETA but no later than 1 pm.
- Responsible for communicating and expediting room waits.
- Responsible for orchestrating room moves.
- Responsible for setting up charge routing and coordinating any special billing requests.
- Responsible for clearing stay‑over requests.
- Responsible for clearing departures.
- Responsible for ensuring all reservations have proper company, source and individual profiles linked in Opera and assisting in linking profiles in Class.
- Promote positive guest relations.
- Accommodate all guest requests expediently and courteously.
- Document all guest requests, complaints or problems and follow up with designated personnel.
- Handle guest complaints by following instant pacification procedures.
- Communicate pertinent guest information to designated departments.
- Collect guest preferences for all guests.
- Accommodate room changes expediently.
- Resolve discrepancies on the room status report with Housekeeping.
- Complete the Credit Report.
- Complete the Room Rate Variance Report.
- Control and clear PM accounts.
- Handle requests for late check‑outs according to established hotel procedures.
- Process all check‑outs according to established hotel requirements.
- Present folio to guest and resolve disputed charges.
- Settle guest accounts following Accounting procedures.
- Request guest comments on their stay.
- Give all departing guests a fond farewell.
- Process express check‑outs throughout the shift.
- Resolve any late charges.
- Handle guest relocations and obtain satisfactory alternative accommodations.
- Conduct group check‑ins/outs according to established hotel procedures.
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
- Make reservations for rooms.
- Provide tours of the hotel and guest rooms to anyone inquiring.
- Adhere to all cashiering procedures: process adjustment vouchers, paid‑outs, miscellaneous charges; make change for guests; cash personal checks/travelers checks; settle room accounts.
- Run closing reports, count bank at end of shift.
- Complete designated cashier reports, balance receipts and ensure proper backup on all transactions.
- Secure your bank.
- Legibly document pertinent information in the logbook.
- Perform any task assigned by any manager.
- Successful completion of the training/certification process.
- Conform to cash handling procedures at all times.

EEO Statement

At 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.

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📌 Guest Services Agent - Bvlgari Hotel Milano (Turbigo)
🏢 Bvlgari Hotels & Resorts
📍 Turbigo