Guest Service Agent

Rocco Forte House in Milan, our new opening set for next July, is an exquisite 19th century Milanese palazzo located on Via Manzoni, on the corner of Via della Spiga, in the heart of the city’s most fashionable neighbourhood, Quadrilatero della Moda. Sensitively restored to its original splendour, the building now houses a collection of 11 unique apartments.

The Position

GUEST SERVICE AGENT

Main Purpose:
You will be the main reference for our Guests: your goal is to engage a personalised and empathic relationship with them, in order to provide a flawless and unique experience and provide them with all the services they may require.
Reports to: House Manager.

• Carry out all House operations, according to the company policies and procedures, maintaining high standards at all times: check-in, check-out, billing, apartment orientation, providing information to Guests.
• Responsible for providing each Guest a warm and efficient arrival and departure process.
• Build and maintain an individual and professional relationship with Guests, being their reference point.
• Handle all Guests’ requests and be proactive in selling relevant services.
• Manage advance payments, guests’ billings and be responsible for the relevant accounting tasks.
• Be updated about the events in town and willing to communicate them to the Guests.

• Permanent contract according to C.C.N.L. Settore Turismo.
• Learning & development activities and career opportunities.
• Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Forte".
• Staff celebrations.

• Collaboration: Be able and willing to work as a team within the department and with other departments.
• Personal Effectiveness & Communication: Demonstrate self-control and present information clearly and with confidence.
• Personal development: Be open to and accept constructive feedback and use it to improve. Ongoing dialogue with Head of Department on own performance objectives.
• Business orientation: Be able to follow guidelines and priorities assigned by Head of the Department in order to achieve goals in a timely and satisfactory way. Perform his/her tasks with integrity.
• Technical Skills: Demonstrate technical competence and knowledge related to the role.

• Knowledge of Hotel Management software (e.g. Opera).
• Knowledge of the Microsoft Office package (Word, Excel, PowerPoint, Publisher).
• Fluent in English and Italian. A third language is preferred.
• Professional experience in a similar role.
• Strong passion for hospitality and attention to details.

Workplace: Via Alessandro Manzoni 46, 20121 – Milano.

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).