**Additional Information**
**Job Number** 25171435
**Job Category** Administrative
**Location** The Excelsior a Luxury Collection Hotel Florence, Piazza Ognissanti 3, Florence, Tuscany, Italy, 50123VIEW ON MAP (https://www.google.com/maps?q=The%20Excelsior%20a%20Luxury%20Collection%20Hotel%20Florence%2C%20Piazza%20Ognissanti%203%2C%20Florence%2C%20Tuscany%2C%20Italy%2C%2050123)
**Schedule** Tempo pieno
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
Greet persons entering the office, determine nature and purpose of visit, and direct/escort to destination.
Open, read, and prepare answers to routine letters.
Locate and attach appropriate files to incoming correspondence requiring replies.
Take and distribute meeting minutes to appropriate individuals.
Handle and distribute incoming and outgoing mail.
Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
Transmit information or documents using a computer, mail, or facsimile machine.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests.
Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
Document and communicate all guest requests/complaints to appropriate personnel.
Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Policies and Procedures
+ Maintain confidentiality of proprietary materials and information.
+ Protect the privacy and security of guests and coworkers.
+ Follow company and department policies and procedures.
+ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
+ Perform other reasonable job duties as requested by Supervisors.
Guest Relations
+ Address guests' service needs in a professional, positive, and timely manner.
+ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
+ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
+ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
+ Thank guests with genuine appreciation and provide a fond farewell.
Communication
+ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
+ Speak to guests and co-workers using clear, appropriate and professional language.
+ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Working with Others
+ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
+ Support all co-workers and treat them with dignity and respect.
+ Develop and maintain positive and productive working relationships with other employees and departments.
+ Partner with and assist others to promote an environment of teamwork and achieve common goals.
Physical Tasks
+ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
General Administration
+ Open, read, and prepare answers to routine letters.
+ Locate and attach appropriate files to incoming correspondence requiring replies.
+ Take and distribute meeting minutes to appropriate individuals.
+ Handle incoming and outgoing mail, including date stamping and distributing incoming mail (e.g., overnight mail, delivery/messenger services, First Class, Federal Express, UPS, Cablegrams, Telex, Mailgrams, Telegrams, Voicemail certified, International, and Registered).
Documentation/Reporting
+ Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
Computers/Software
+ Transmit information or documents using a computer.
+ Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
+ Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Office Equipment
+ Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
+ Transmit information or documents using mail, or facsimile machine.
Communication
+ Document all guest requests/complaints and communicate such to appropriate personnel for proper handling.
+ Receive persons entering the office by greeting them, determining nature and purpose of their visit, and directing or escorting them to specific destinations.
**CRITIL COMPETENC**
Analytical Skills
+ Computer Skills
+ Learning
+ Decision-Making
Interpersonal Skills
+ Interpersonal Skills
+ Customer Service Orientation
+ Team Work
+ Diversity Relations
Communications
+ Writing
+ Telephone Etiquette Skills
+ English Language Proficiency
+ Communication
+ Listening
+ Applied Reading
Personal Attributes
+ Integrity
+ Dependability
+ Positive Demeanor
+ Presentation
+ Initiative
Organization
+ Detail Orientation
+ Multi-Tasking
+ Time Management
General Administration
+ Typing
+ Correspondence
Documentation/Reporting
+ Maintain Files and Records
+ Filing
Computer Software
+ Microsoft Office
**PREFERRED QUALIFICATIONS**
**Education** High school diploma/G.E.D. equivalent
**Related Work Experience** At least 2 years of related work experience
**Supervisory Experience** No supervisory experience is required
_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._
The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories.
Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures.
If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey.
In joining The Luxury Collection, you join a portfolio of brands with Marriott International.
**Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.
Required Skill Profession
Other General