Job Title: Guest Services Intern
Reparto: Guest Services
Supervisors: Guest Services Director, Reservation and Revenue Manager, Night Manager and Guest Services Supervisor, Reservation Coordinator.
Job Overview:
Responsible for the accurate, courteous and efficient reservation providing the highest level of personal service. Provide information to any guest or visitor inquiry by phone. Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels and Resorts Milano; main responsibility is the maintenance and control of the hotel’s room inventory, organizing guestroom moves, controlling sell-out days, supervising upgrades and monitoring Interfaces. The GS Intern 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 strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. The relationship is key to the success of the Front of House operations functioning.
Place of work:
Back office areas.
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 in a luxury market as Front desk agent or concierge.
3. Fluency in a second language.
4. Knowledge of Opera, Marsha, Mystique and Concierge Assistant.
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 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. High attention to details.
11. Ability to input and access data in a computer.
12. Ability to maintain confidentiality of all guest information and pertinent hotel data.
13. Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.
14. Ability to resolve guest opportunities.
15. Ability to work cohesively with other departments and co-workers as part of a team.
16. Ability to be flexible as the job changes.
17. Ability to work flexible hours, including weekends, holidays and evenings if necessary.
18. Be an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.
Primary job functions:
1. Attend daily line ups, maintain complete knowledge and comply with all hotel and departmental policies and procedures.
2. Meet with supervisor to review daily assignments and priorities.
3. 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.
4. Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
5. Adhere to and practice the Three Steps of Service at all times.
6. Set up work stations with necessary supplies & maintain cleanliness throughout shift.
7. Access all functions of computer systems according to established procedures and standards.
8. Responsible for clearing trace file and reading Log-book daily and ensuring all follow up is completed.
9. Issue Safety deposit boxes to guests and ensure security of keys.
10. 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.
11. 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.
12. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
13. Collect guest preferences for all guests.
14. Responsible for ensuring all Reservations have proper company, source and individual profiles linked in Opera as well as assisting in linking profiles in Class.
15. Handle request for late checkouts according to established hotel procedures.
16. Perform any task assigned by any manager.
17. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
18. Make reservations for rooms.
19. Provide Tours of the Hotel and of guest rooms to anyone inquiring to do so.
20. Perform any task assigned by any manager.
21. Successful completion of the training/certification process.
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.
