Guest Experience Agent, Hotel Cala di Volpe, Costa Smeralda

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Agent, Hotel Cala di Volpe, Costa Smeralda

POSITION SUMMARY

As a Guest Experience Agent at our iconic Hotel Cala di Volpe, you will play a crucial role in ensuring that every guest receives exceptional service from the moment they arrive until their departure. Your primary responsibility will be to create a welcoming and memorable experience for our guests, addressing their needs and exceeding their expectations.

Hotel Cala di Volpe, nestled in the heart of the stunning Costa Smeralda, is renowned for its breathtaking views, luxurious amenities, and unparalleled service. Our hotel offers a unique blend of traditional Sardinian charm and modern elegance, making it a truly special place to work and stay.

Join our close-knit team that values a sense of belonging and family atmosphere. You'll work in a beautiful and inspiring environment, gaining invaluable experience, and learning from some of the most renowned professionals in the hospitality industry.

Key Responsibilities:
• Greet and welcome guests with a warm and friendly demeanor.
• Personalize the guests' stay prior to arrival and address their requests promptly.
• Handle guest inquiries, requests, and complaints professionally.
• Manage special requests and create unforgettable experiences for guests.
• Provide information about hotel amenities, services, and local attractions.
• Promote and upsell hotel services and amenities to enhance the guest experience.
• Assist with check-in and check-out processes, ensuring efficiency and accuracy.
• Coordinate with other departments to fulfill guest needs and enhance their stay.
• Ensure the lobby and front desk area are clean, organized, and inviting.
• Maintain a high level of knowledge about hotel policies, procedures, and offerings.

Qualifications:
• Previous experience in a customer service or hospitality role, preferably in a luxury hotel setting.
• High proficiency in Italian and English. Additional languages are a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in using hotel management software and other relevant technology.
• A positive attitude and a passion for delivering outstanding guest service.
• Flexibility to work various shifts, including weekends and holidays.

No matter what position you are in, there are a few things that are critical to success - creating a safe workplace and positive working relationships with others, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Relations Agents will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested by Supervisors) is critical for Guest Relations Agents - to get it right for our guests and our business each and every time. Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support the team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand - a collection of Europe's most celebrated and iconic properties - serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale - a portal to the destination's cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, 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.