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Guest Relation Agent

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Rocco Forte Hotels

9d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Hospitality & Retail
  • Rome

AI generated summary

  • You should have international experience in guest relations, advanced English (third language preferred), knowledge of hotel software (Opera), Microsoft Office skills, and a passion for hospitality.
  • You will build guest relationships, address complaints, ensure satisfaction, assist with check-in, maintain guest profiles, support travel agents, communicate with departments, and promote hotel activities.

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

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.

FAQs

What is the main purpose of the Guest Relations Agent position?

The main purpose of the Guest Relations Agent is to be at guests' disposal to listen and anticipate their needs, ensuring a pleasant and satisfying stay.

Who does the Guest Relations Agent report to?

The Guest Relations Agent reports to the Guest Relations Manager.

What are the main duties and responsibilities of a Guest Relations Agent?

The main duties include creating and maintaining warm relationships with guests, addressing complaints, ensuring guest satisfaction, assisting with check-in procedures, maintaining the guest database, and promoting hotel outlets and activities.

What kind of contract is offered for this position?

A fixed-term contract according to C.C.N.L. Settore Turismo is offered for this position.

Are there opportunities for personal development within this role?

Yes, there are learning and development activities and career opportunities available.

What discounts and benefits do employees receive?

Employees can enjoy reduced rates for staying in the hotel, discounts at bars and restaurants, and discounts on wellness treatments and products.

What competencies are required for this position?

Required competencies include collaboration, personal effectiveness and communication, personal development, business orientation, and technical skills related to the role.

What are the language requirements for the Guest Relations Agent position?

An advanced level of English knowledge is required, and a third language is preferred.

Is prior experience necessary for this role?

Yes, professional experience, preferably at an international level in the same role, is required.

What software knowledge is expected from a Guest Relations Agent?

Knowledge of hotel management software (e.g., Opera) and the Microsoft Office package (Word, Excel, PowerPoint) is expected.

Rocco Forte Hotels

Travel & Leisure
Industry
1001-5000
Employees

Mission & Purpose

In much more than a name, Rocco Forte Hotels is the #ForteFamily. At its head are Sir Rocco, his sister Olga and his three children. Behind it are four generations of Forte hoteliers. It is in every way a family business; a shared love evident in every Rocco Forte Hotel – each exuding the Forte’s innate Anglo-Italian style, sophistication, and warmth. And each welcoming you as a guest of the family. Rocco Forte Hotels presently has 16 luxury properties 12 leading destinations. Each hotel exudes the Forte philosophy: open, intuitive service; airy, elegant design that speaks to its location; exceptional offerings in food, drink, spas and experiences; and a signature Anglo-Italian style, sophistication and warmth. Our properties are supported by our central support office located on Jermyn Street in the heart of London. Our team is a family of individuals, with a family of hoteliers that care, at the head of the company. Together we are generous, open and genuine in spirit, with our guests and with one another. At Rocco Forte Hotels, we are committed to giving our Team Members the skills and support required to deliver unrivalled service, and most importantly, to grow in their careers. We also like giving our Team Members the very best benefits.