Guest Relations Agent Lazio

Guest Relations Agent
Roma
Lazio, Lazio

ROCCO FORTE HOTELS

**HOTEL DE RUSSIE

**Rome

**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 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 de Russie, Via del Babuino 9, 00187 Roma.

Contratto di lavoro: Tempo determinato

Benefit:

- Mensa aziendale

Disponibilità:

- Festivo

- Straordinari

- Turni

- Weekend

Retribuzione supplementare:

- Quattordicesima

- Straordinario

- Tredicesima