Guest Relations Executive Milano

Guest Relations Executive
Milano
Lombardia, Milano

Perfetto Traveler Core Values**:

**Integrity & Honesty**:

Act ethically and transparently, at all times, especially when no one is watching.

Be accountable when mishaps occur, acknowledging the mistakes and learning from them.

Truth is crucial to be able to address issues openly and transparently for the growth and success of the team and of the company.

**Respect & Trust

More than being polite, respect means consideration in treating others and operating with honesty.

Being reliable and trustworthy are indispensable traits for team play and growth.

**Teamwork & Adaptability**:

One's success is the company's success. One's failure is the company's failure.

We work collaboratively and proactively towards the same goal; everyone contributing with their skills and knowledge to achieve higher results and celebrate successes together.

Failures do offer valuable lessons - not just to who created them but to the team. Discussion and brainstorming are needed to avoid the same issue and even prevent similar / new ones to occur.

Being open to feedback is an essential condition for growth.

While each specializes in particular tasks and masters certain areas, everyone is open to assist and help as needed, being resourceful and flexible to adjust to new conditions.

**Knowledge & Curiosity

Ask questions, be curious.

Don't make assumptions and make sure there are no doubts, nothing left to interpretation.

Foster knowledge and new skills.

Never stop learning.

**Creativity & Innovation**:

Lessons from successes and failures of both traditional methods and experiments lead the path to innovation.

New ways of thinking and doing to improve quality, productivity and efficiency are welcome and encouraged. They help the company grow and stay ahead of the competition.

**Commitment to Excellence

It's the daily tasks that build up and contribute to the ultimate company success; always go the extra mile to make sure the task is performed with the highest quality, no matter how small.

Don't be afraid of challenging and saying 'no' to a mediocre status quo and to what stands in the way of quality and improvement.

Be inspired to excel, exceed expectations, and improve constantly to raise the bar.

There is always room for growth.

**Loyalty**:

Commitment to the company success, values, and mission is key for the day-to-day job as much as for bigger projects.

Bring support, dedication, and reliability and be always true.

**Mission**:

- Satisfy our customers with superior quality, service and value

- Strive to exceed expectations all steps of the way

- Foster love for travel and respect of different cultures, people, and places

- Earn the admiration of travel advisors, guests, hoteliers, suppliers, and anyone we collaborate with.

**RESPONSIBILITIES**:

- Respond to and offer assistance for emergency phone calls.

- Resolve any on site issues.

- Verify service details with suppliers (such as guides, drivers, restaurants, chefs, instructors, etc. ) and, when necessary, with clients on the day of service.

- Confirm client reservation details with hotels before and upon their arrival.

- Maintain daily communication with clients.

- Answer and take action on clients' requests received through phone calls or messages.

- Ensure all suppliers meet Perfetto Traveler's quality standards.

- Develop and oversee Perfetto's Welcome procedures extending them to clients.

- Contact clients upon their arrival and whenever necessary.

- Coordinate with clients, the Operations Department, Managers and CEO in case of emergencies.

**JOB REQUIREMENTS**:

- A minimum of 1 year of customer service experience, particularly in the high end travel industry.

- Proficiency in English; conversational Italian is an advantage.

- Exceptional attention to detail and multi tasking skills.

- Outstanding communication skill s and capacity to manage and execute complicated phone calls.

- Understanding of the preferences and requirements of a discerning, affluent clientele.

- Possess a professional, proactive, resourceful, positive, and team oriented attitude.

- Ability to follo w direction and work independently with self motivation.

- Strong tolerance to stress and can work effectively and efficiently under pressure.

- Exemplary work ethics and can do attitude.

- Computer literate with knowledge of MS Office.

- Prior experience as a concierge is a bonus.

**KEY RESULTS**:

- Enhance client satisfaction with Perfetto Traveler's services.

- Effectively address on site issues to the clients' satisfaction.

- Capable of managing the shift autonomously when necessary.

- Reduce the number of refund requests.

**What we offer**:

- Work in a dynamically developing international company with a young and ambitious team;

- Remote work with the ability to work from home/any place in the world;

- Annual bonuses based on performance;

- We provide equipment for comfortable work, if necessary;

- Opportunity to learn and grow in the company, both