Guest Relations Agent

ROCCO FORTE HOTELS

HOTEL DE RUSSIE

Roma

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: • 1 year 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.

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).