Guest Service Agent - Rome Marriott Park Hotel Lazio

Guest Service Agent - Rome Marriott Park Hotel
Roma
Lazio, Lazio

SUMMARY

Russotti Gestioni Hotels is seeking a Guest Service Agent to join our new Guest Experience project.

As a Guest Service Agent, you will play a key role in shaping guest experiences at the hotel, ensuring the highest level of customization, service excellence, and maintaining a professional image at all times.

You should possess a deep understanding of the hospitality concept, with a focus on the Marriott philosophy.

Your daily interactions with various departments will serve as a crucial link, ensuring smooth reception, assistance, and facilitating the flow of information between strategic and operational departments.

**REQUIREMENTS**:

- Exceptional communication skills and a guest-oriented approach.

- Strong teamwork and problem-solving skills.

- High empathy and friendliness towards guests, aiming to deliver excellence in care and assistance, managing relationships, and responding to every guest's need and request.

**Additional Qualifications**:

- Preferable experience in Front Office and/or Guest Relations, gained in 4/5-star international brand structures.

- Proficiency in English.

- Passion for details, not just attention.

- Highly organized and results-oriented.

- Brand-oriented approach to represent our brand in compliance with brand standards.

**Preferred Skills**:

- Knowledge of a second foreign language.

- Familiarity with Simphony and Opera operating systems.

**MAIN TASKS**:

- Host guests in lobby and common areas, including restaurants and VIP lounge.

- Professionally welcome customers, ensuring their needs and VIP requirements are met.

- Collaborate with the Guest Experience Team and other departments in managing guest services.

- Supervise service expectations and handle complaints at a first level.

- Organize and communicate information for daily meetings with other departments.

- Manage the GXP portal, Guest Experience platform.

- Handle accounts and fiscal/financial procedures for F&B outlet cash during the shift.

- Manage customer feedback responses.

- Oversee reporting and data entry.

- Supervise guest experience and satisfaction with hotel services.

- Introduce hotel services and generate opportunities for cross-selling and upselling in rooms, catering, and experience compartments.

- Distribute and control service orders from the F&B office to operations.

- Please note that this property does not provide accommodation. _

- Kindly submit your resume, along with photos and authorization for processing personal data in accordance with the General Regulation on the Protection of Personal Data EU 2016/679. _