Guest Relations Specialist Firenze

Guest Relations Specialist
Firenze
Toscana, Firenze

Hotel Savoy is situated on Piazza della Repubblica, right at the heart of Florence.

We are next to the Duomo and within walking distance of the River Arno, Ponte Vecchio, Boboli Gardens and Pitti Palace, as well as the finest designer boutiques of Via Roma and Via Tornabuoni.

Hotel Savoy is a place that instantly attunes you to the culture of the city, where you can taste the best of Tuscan cooking and sip on the finest local wines.

**The Position

**GUEST RELATIONS SPECIALIST

**Main Purpose**:

Guarantee an excellent and dedicated service to all Suite Guests before, during and after stay.

Create a personalized experience according to guests' preferences and maintain a relationship with the Guests.

The Guest Relations Specialist should be the point of contact of all hotel departments throughout their stay.

His/her aim will be the full guest satisfaction and guest retention.

Reports to: Front Office Manager.

**Main duties & responsibilities**:

- Before the stay, contact the Guest and asks his/her availability to discuss the details of the journey with the aim of investigating the reason of travel, preferences, dislikes, allergies, presence of companion/s and all the wishes of the Guest;

- Before the stay, write a proposal of activities according to Guest's preferences and share it with the Guest;

- Before the stay, check the room assigned to the Guest, ensuring that product and facilities are in good repair, electronic or mechanical devises are in good working order and cleanliness standards are met;

- Ensure Guest is properly greeted upon arrival, offer a welcome drink or amenity and escort the Guest to the suite, provide a curbside check-in and verify the satisfaction of the Guest and companion/s;

- During the stay ensure accurate communication between department managers, following up on Guest requests and concerns, acting as a liaison between other departments;

- Meet the Guest daily and verify his/her satisfaction and asking for further preferences;

- Stay at disposal of the Guest and wait for his/her return before leaving the hotel;

- Arrange for General Manager or Hotel Manager farewell;

- After the stay, ask feedback round Guest satisfaction and share it with the management and with the colleagues and keep trace on the PMS;

- After the stay, write a thank you card in order to maintain live the contact with the Guest;

- When suites are free, carry out all Front Desk operations, according to the company standards and procedures, maintain high standards at all times: check-in, check-out, accounting tasks, hotel and room orientation, provide information to Guests;

- Build and maintain a personalised and professional relationship with Guests and colleagues.

**Competencies required**:

- Collaboration: be open with colleagues and proactively offer support.

Appreciate teamwork within the department.

Treat colleagues with respect and inclusiveness regardless of position level or background.

- Communication: Present information clearly and with confidence.

Ask questions to ensure understanding.

Listen and respond empathically to others.

- Personal effectiveness & Emotional intelligence: Manage own emotions in challenging situations.

Demonstrate sensitivity to the needs and emotions of others.

Accept new tasks and responsibilities willingly and with a positive approach.

Able to follow guidelines and priorities assigned by HOD in order to achieve goals in a timely and satisfactory way.

- Business orientation: Understand how personal and department performance impacts the business.

Demonstrates a good knowledge of the hotel, its products and services.

Recognizes and understands guests, so as to actively seek out sales opportunities for Rocco Forte products and services.

- Self-developer: open to and accept constructive feedback and use it to improve.

Take on new learning opportunities willingly.

Share his/her knowledge with colleagues.

**Experience required**:

- Professional experience in a Guest Relation position is preferred;

- Knowledge of Hotel Management software (e. g.

Opera);

- Knowledge of the Microsoft Office package (Word, Excel);

- Fluent in English and Italian.

A third language is preferred;

- Excellent communication skills to maintain good conversation with both guests and colleagues in other departments;

- Problem solving skills to help guests get the best solution to any challenge they could be facing

- Strong passion for hospitality and attention to details.

**We offer**:

- Permanent labour contract according to C. C. N. L.

Settore Turismo;

- Learning & Development activities;

- Career opportunities in Rocco Forte Hotels.

**Workplace**: Hotel Savoy, Piazza della Repubblica 7, 50123 - Firenze.