Guest Relations Agent

ROCCO FORTE HOTELS

HOTEL SAVOY

Firenze

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:

• Fixed-term (1 year) contract 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.

Workplace: Hotel Savoy, Piazza della Repubblica 7, 50122 - Firenze.

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).