Concierge - Palazzo Cordusio A Gran Melia' Hotel Milano

Concierge - Palazzo Cordusio A Gran Melia' Hotel
Milano
Lombardia, Milano

The Concierge, as an expert prescriber and authentic ambassador of the destination, is responsible for receiving and managing customer requests, always providing them with unique and personalised services and products and committing to achieving excellence in customer satisfaction.

OPERATIONS

Comply with the strategy of experiences in the destination, offering customers unique services and products according to their preferences. Efficiently manage all guest requests, applying upselling and cross-selling techniques to optimise the hotel's extra revenues, committing to achieving total guest satisfaction. Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations. Manage customer incidents, following the established protocols. Comply with the attributes, standards and manuals applicable to their department. Efficiently use the different customer experience management tools.

Be aware of the Voice of the Customer results, complying with the defined improvement plans. Comply with the Sensory Architecture defined for their area. Verify material orders following the set product guidelines, for better optimisation of economic resources. HEALTH & SAFETY// HEALTHY WORKPLACE

Be knowledgeable of the hotel's evacuation plan. Be knowledgeable of the personal protective equipment and use it correctly. Be knowledgeable of the methods, work procedures and risks inherent to their activity. Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual. EDUCATION AND TRAINING: Training in Tourism, social sciences, PR, or similar.

LANGUAGES: Local language (depending on the geographical location of the property) and advanced English.

A third language would be an asset.

SPECIFIC KNOWLEDGE: - Knowledge of hotel management tools.

- Excellent knowledge of the destination.

- Command of the Office 365 package.

- Knowledge of hotel operations - Vocation for service.

- High orientation to the luxury segment.

- Ability to work in a team.

- Communication skills.

- Problem-solver. - Organisation and planning.

- Proactivity and Innovation.

- Attention to detail.

EXPERIENCE: External: 2 years in a similar position in the hospitality industry.

Internal: At least 1 year of experience in the Guest Experience department or other customer-facing department.