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