Park Hyatt Milano is a 5-star luxury hotel located in the heart of the city, overlooking the famous Galleria Vittorio Emanuele II and a few steps from Piazza del Duomo and the Alla Scala opera house.
As a Guest Experience Agent you will be responsible for guests’ pre-arrival communications and experiences once at the hotel, ensuring the highest level of personalization and service excellence
Main Duties and responsibilities
* Welcome guests in a friendly, prompt and professional manner;
* Register guests, issue room keys and provide information on hotel services and room location;
* Create memorable experiences for our guests through care and empathy;
* Make appropriate service recovery gestures in order to ensure total guest satisfaction;
* Display the highest level of knowledge and care in all interactions and correspondence with guests, from pre-arrival communications to guests’ departure
* Nurture the relationship with all guests showing an authentic interest in preferences to ensure a genuine and personalized approach to suggestions and enquires
* Address special guest preferences recorded in guest history profiles;
* Ensure that allguests’ requests and queries are answered as soon as possible, being familiar at all time;
* Monitor serviceexpectations and managing complaints at a first level
* Maintain an efficient dialogue and collaboration with all relevant departments to ensure the highest level of service
* Organize and communicate informations for the daily meeting for other departments
Qualifications
* Proficiency in English, Italian and an additional language
* Proficiency with computers
* Ability in multitasking, problem solving and time-management
* Attention to detail
* Excellent guest service attitude
* Teamwork skills and attitude
* Previous experience in guest experience in five-star hotels and knowledge of the Opera system are a plus
Hyatt offers a great range of benefits, including:
* 12 free nights per year of service across Hyatt Hotels worldwide
* Employee and Friends & Family rates across Hyatt Hotels worldwide
* Dry cleaning of business clothes
* Complimentary meals on duty
* Continuous Learning & Development opportunities
* Staff celebrations
* Plan Welfare
* Settling the costs of urban public transport - ATM Milano