Job Title: Guest Services Agent
Department: Guest Services
Reports to: Guest Services Director, Guest Services Manager, Guest Services Supervisor, Night Manager.
Job Overview:
Responsible for the accurate, courteous and efficient reservation, communication (PBX), check in and check out of hotel guests providing the highest level of personal service. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano; main responsibility is the maintenance and control of the hotel’s room inventory on a day to day basis. This includes coordinating room assignments & controlling room inventory, organizing guestroom moves, controlling sell-out days, supervising upgrades and monitoring Interfaces. The GSA is also responsible for maintaining, implementing, recording guest preferences and their implementation to give our guests the most personalized service. By applying empowerment and making decisions complete problem resolution should be ensured at all times and a strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. This relationship is key to the success of the Front of House operations functioning.
Place of work:
Front desk and back office areas. Front Office is a focal point for all guest/visitor reception and inquiries.
Basic requirements:
Qualifications:
1. A College Degree or in the process of receiving one.
2. Possess a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
3. Ability to provide legible communication.
4. Ability to compute basic mathematical calculations.
5. Knowledge of computers.
Desirable:
1. Training in the hospitality industry.
2. Previous experience as a Front Office Receptionist in a luxury market.
3. Fluency in a second language.
4. Knowledge of Opera, Marsha, Mystique and Concierge Assistant.
Essential Skills:
1. Must have a professional image and personality exuding confidence and leadership skills.
2. Ability to smile at all times.
3. Ability to remain stationary at an assigned post for an extended period of time.
4. Ability to understand guest inquiries and provide responses.
5. Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
6. Ability to focus attention on guest needs, remaining calm and courteous.
7. Ability to think clearly, quickly, maintains concentration and makes concise decisions.
8. Ability to work well under the pressure of coordinating many requests at any given time.
9. Ability to prioritize, organize and follow up.
10. Ability two work well under the pressure of 50 arrivals/departures transactions within any given period of time.
11. High attention to details.
12. Ability to input and access data in a computer.
13. Ability to ensure security of guestroom access.
14. Ability to maintain confidentiality of all guest information and pertinent hotel data.
15. Ability to perform job functions with minimal supervision.
16. Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.
17. Ability to resolve guest opportunities.
18. Ability to work cohesively with other departments and co-workers as part of a team.
19. Ability to be flexible as the job changes.
20. Ability to work flexible hours, including weekends, holidays and evenings if necessary.
21. Be an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.
Primary job functions:
1. Obtain assigned bank and ensure accuracy of contracted monies.
2. Meet with departing Front Desk Agent at the beginning of your shift as well as with incoming agent at the end of your shift to review business status, pass on all pertinent info and follow-up on items still to be resolved.
3. Attend daily line-up, maintain complete knowledge and comply with all hotel and departmental policies and procedures.
4. Meet with supervisor to review daily assignments and priorities.
5. Maintain a complete, detailed and updated knowledge of all room types, room numbers and names, room layout, appointments, amenities & locations. Be knowledgeable of all offered rates, special packages and promotions, room availability and status for any given day as well as scheduled daily activities, group names & meeting locations.
6. Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
7. Adhere to and practice the Three Steps of Service at all times.
8. Set up work stations with necessary supplies & maintain cleanliness throughout shift.
9. Access all functions of computer systems according to established procedures and standards.
10. Responsible for clearing trace file and reading Log-book daily and ensuring all follow up is completed.
11. Process all guest check-in according to established hotel requirements. This will be in direct co-relation with Guest Relations (refer to Guest Relations Job Descriptions as needed):
a) Confirm or if necessary walk-in a reservation and review all details as well as any special noted information.
b) Verify guest information and register guest in the computer.
c) Obtain a method of payment for each guest and input into system. This can include credit cards, checks and gift certificates or collect cash among others. Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewith, separate room/tax/incidentals, comp).
d) Assign guestroom.
e) Advice guest of any messages, mail, faxes, etc, received for them.
f) Communicate services and amenities included in packages to guests on packages.
g) Obtain proper identification for tax exempt guests and attach form to registration card.
h) Obtain guest signature for designated paperwork.
i) Obtain Guest Relations to escort guest.
12. File all relevant guest paperwork in the bucket or trace files as mandated by departmental processes.
13. Issue Safety deposit boxes to guests and ensure security of keys.
14. Answer all incoming calls within 3 rings and with a smile, using correct salutations and telephone etiquette:
a) Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
b) Offer detailed information on the voice mail system to callers and guest wishing to leave a message.
c) Accept and record wake-up call requests; deliver to PBX.
15. Run emergency reports.
16. Responsible for assigning CARE rooms in conjunction with Engineering and Housekeeping.
17. Responsible for the daily set up of showrooms in conjunction with Housekeeping.
18. Responsible for monitoring and clearing DNR rooms.
19. Responsible for clearing wait lists in coordination with ERS
20. Maintain the inventory of the hotel:
a) Check all comments and requests in reservations.
b) Block guaranteed room types, special requests, requests to be near other rooms, early arrivals & VIP’s.
c) Verify all specialty room blocks.
d) Determine how to fill Club and Suites.
e) Communicate with The Club Manager/ Club Concierge.
f) Block guest recognition’s needs daily as needed.
g) Verify remaining blocks to ensure we’re meeting the customers’ needs and fill the holes in the matrix/ block the house.
h) Check for double blocks and duplicate reservations.
i) Confirm or deny upgrades.
j) Advise the Director of Revenue Management of any over-commitments in room types and communicate with the Director of Revenue Management on how much to oversell the hotel daily/ as needed.
k) Responsible for ensuring all Pre-Registrations are complete prior to guest ETA but no later than 1pm.
l) Responsible for communicating and expediting room waits.
m) Responsible for orchestrating room moves.
21. Responsible for setting up charge routing and coordinating any special billing requests.
22. Responsible for clearing stay over requests.
23. Responsible for clearing departures.
24. Responsible for ensuring all Reservations have proper company, source and individual profiles linked in Opera as well as assisting in linking profiles in Class.
25. Promote positive guest relations to all individuals approaching the Front Desk.
26. Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
27. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 10 minutes to ensure completion and guest satisfaction.
28. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
29. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
30. Collect guest preferences for all guests.
31. Accommodate room changes expediently.
32. Resolve discrepancies on the room status report with Housekeeping.
33. Responsible for completing the Credit Report.
34. Responsible for completing the Room Rate Variance Report.
35. Responsible for controlling and clearing PM accounts.
36. Handle requests for late checkouts according to established hotel procedures.
37. Process all check–outs according to established hotel requirements.
a) Present folio to guest and resolve and disputed charges.
b) Settle guest accounts following Accounting procedures.
c) Request guest comments on their stay.
d) Give all departing guests a fond farewell.
38. Process express checkouts throughout the shift.
39. Resolve any late charges.
40. Responsible for handling guest relocations & extending every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for “walking” guests.
41. Conduct group check-ins/outs according to established hotel procedures.
42. Assist all departments /executives in obtaining appropriate information regar ding groups, inventory and guest information.
43. Make reservations for rooms.
44. Provide Tours of the Hotel and of guest rooms to anyone inquiring to do so.
45. Adhere to all cashiering procedures:
a) Process adjustment vouchers, paid-outs, miscellaneous charges.
b) Make change for guests.
c) Cash guests’ personal checks/travelers checks.
d) Settle room accounts.
e) Run closing reports count bank at end of shift.
f) Complete designated cashier reports.
g) Balance receipts and ensure to have proper paper backup on all transactions, drop receipts and any cash at end of shift as needed.
h) Secure your bank.
i) Legibly document pertinent information in the logbook.
46. Perform any task assigned by any manager.
47. Successful completion of the training/certification process.
48. Cash handling tasks: handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.
Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
