Job Description
Guest Communication

Answer, record, and process all guest calls, chats, requests, questions, and concerns with courtesy and precision.
Provide prompt, polite, and professional handling of all incoming calls, using proper etiquette at all times.
Engage guests in meaningful conversations regarding their stay, property services, and local attractions.
Address guests’ service needs in a professional, positive, and timely manner.

Coordination & Request Management

Receive, record, and relay messages accurately, completely, and legibly.
Contact appropriate departments to ensure guest requests are fulfilled.
Follow up with guests to ensure their requests, inquiries, or problems have been resolved to their satisfaction.
Anticipate service needs by actively listening and observing guest preferences, and act upon them whenever possible.
Answer telephones promptly (within 3 rings) using appropriate etiquette, including caller identification, guest preferred name, and warm tone.
Transfer calls accurately, request permission before placing callers on hold, and check back with those waiting on hold.
Monitor unanswered lines, forward calls when necessary, and ensure messages are delivered promptly.

Teamwork & Safety

Assist fellow team members to ensure proper coverage and consistent guest service.
Maintain positive and productive relationships with colleagues across departments.
Handle sensitive issues with tact, discretion, and confidentiality.
Follow all property safety procedures and maintain contact details for emergency services when needed.
Perform other duties as assigned, supporting other departments as necessary.

Qualifications
Experience

Previous experience in a call center, guest services, or a similar customer-facing role required.
Prior experience in luxury hospitality environments is highly desirable.

Technical Skills

Ability to clearly and pleasantly communicate in English and Italian, both orally and in writing, using proper spelling and grammar, with guests, co‑workers, and management, both in person and by telephone.

Personal Qualities

Ability to perform assigned duties with attention to detail, speed, accuracy, follow‑through, courtesy, and cooperativeness, working with minimal supervision.
Ability to be a clear thinker and remain calm in emergency situations.
Flexibility to work a varied schedule, including evenings, weekends, and holidays, according to operational needs.

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