Description:

Park Hyatt Milano is a 5-star luxury hotel located in the heart of the city, overlooking the famous Galleria Vittorio Emanuele II and a few steps from Piazza del Duomo and the Alla Scala opera house.

As a Guest Experience Agent you will be responsible for guests’ pre-arrival communications and experiences once at the hotel, ensuring the highest level of personalization and service excellence

Main Duties and responsibilities

• Welcome guests in a friendly, prompt and professional manner;

• Register guests, issue room keys and provide information on hotel services and room location;

• Create memorable experiences for our guests through care and empathy;

• Make appropriate service recovery gestures in order to ensure total guest satisfaction;

• Display the highest level of knowledge and care in all interactions and correspondence with guests, from pre-arrival communications to guests’ departure

• Nurture the relationship with all guests showing an authentic interest in preferences to ensure a genuine and personalized approach to suggestions and enquires

• Address special guest preferences recorded in guest history profiles;

• Ensure that all guests’ requests and queries are answered as soon as possible, being familiar at all time;

• Monitor service expectations and managing complaints at a first level

• Maintain an efficient dialogue and collaboration with all relevant departments to ensure the highest level of service

• Organize and communicate informations for the daily meeting for other departments

Qualifications:

Qualifications

• Proficiency in English, Italian and an additional language

• Proficiency with computers

• Ability in multitasking, problem solving and time-management

• Attention to detail

• Excellent guest service attitude

• Teamwork skills and attitude

• Previous experience in guest experience in five-star hotels and knowledge of the Opera system are a plus

Hyatt offers a great range of benefits, including :

• 12 free nights per year of service across Hyatt Hotels worldwide

• Employee and Friends & Family rates across Hyatt Hotels worldwide

• Dry cleaning of business clothes

• Complimentary meals on duty

• Continuous Learning & Development opportunities

Primary Location: IT-25-Milan

Organization: Park Hyatt Milan

Job Level: Full-time

Job: Front Office

Req ID: MIL000274

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.