GUEST RELATIONS AGENT Main Purpose: The Guest Relations Agent is at Guests’ disposal to listen and to anticipate their needs, ensuring a pleasant and satisfying stay. Reports to: Guest Relations Manager. Main duties & responsibilities: - Create and maintain warm and sincere relationship with guests and colleagues, handling complaints, according to the company policies, procedures and standards; - Address complaints (escalating to the Guest Relations Manager when needed) and go the extra mile to make sure our Guests are satisfied; - Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay; - Ensure daily presence in the outlets, to ensure guest satisfaction & feedback on stay; - Assistance to Front Office for Check-in procedures when required; - Maintain the Guest database for future bookings, considering the preferences and updates guest profiles accordingly; - Assist (together with the Guest Relations Manager) travel agents in the absence of the Sales Team representative; - Ensure consistent communication between department managers, following up on guest requests and complaints; - Promote the hotel outlets and activities. We offer: - Temporary contract (1 year) according to C.C.N.L. Settore Turismo. - Learning & development activities and career opportunities. - Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Forte". - Staff celebrations. Competencies required: - Collaboration: Be able and willing to work as a team within the department and with other departments. - Personal Effectiveness & Communication: Demonstrate self-control and present information clearly and with confidence. - Personal development: Be open to and accept constructive feedback and use it to improve. Ongoing dialogue with Head of Department on own performance objectives. - Business orientation: Be able to follow guidelines and priorities assigned by Head of the Department in order to achieve goals in a timely and satisfactory way. Perform his/her tasks with integrity. - Technical Skills: Demonstrate technical competence and knowledge related to the role. Other requirements: - Professional experience, preferably at international level, in the same role; - Advanced level of English knowledge. A third language is preferred; - Knowledge of hotel management software (e.g. Opera); - Knowledge of the Microsoft Office package (Word, Excel, PowerPoint); - Strong passion for hospitality and attention to details.