Assistant Guest Experience
Belmond, Italy
Job Description
The ideal candidate is a character. He/She is passionate for the hospitality business.
He / she is highly motivated to go out of his / her way to render the guest experience unique and memorable creating excellent relationships with the guests. He / she is professional presented and investigates their needs and working closely together with the other departments, manages to exceed their expectations.
Reports to the Guest Experiience Manager
Main duties amp; responsibilities:
- Support for assisting in the day to day running of the hotel in all front of the house departments according to the Company policies, standard and procedures, maintaining high standards at all times;
- Support for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay exceeding their expectations.
- Analyse customer feedback and suggest strategies to continuously improve overall rating.
- Maintain warm and sincere relationships with guests and colleagues;
- Support the Front Office, according to the company policies, standards and procedures, maintaining high standards at all times: handle all guest arrival check ins and departure check-outs
- Ensures accurate communication between department managers, following up on guest requests and complaints .
- Promote internal outlets and activities organized by the hotel.
Requirements
Competencies required:
Communication skills: communicates clearly and in an appropriate manner (both verbally and non-verbally) that positively impacts on their role, the business and Belmond. Uses and interprets non-verbal behaviours to enhance understanding. Shares information across the business in a timely manner to inform better decisions.
Emotional intelligence: shows the ability to be aware of, control and express ones emotions and to handle interpersonal relationships. Uses emotional skills to anticipate needs and solve problems. Willing to cope with challenges and to challenge if necessary. Seeks feedback about own performance to enhance self-awareness.
Collaboration: has a positive influence, provides assistance and shares information whilst showing respect. Is a role model for working collaboratively across the business. Shares successes and credits with the team.
Drive results: Sets clear goals and expectations and maximise resource allocation to deliver an exceptional and consistent high level of service to internal and external customers by anticipating and exceeding their expectations.
Adaptability: efficiently prioritises and handles multiple demands and tasks and remains calm under pressure. Supports and promotes change and innovation.
Global perspective: treats each other with respect and inclusiveness regardless of position, level or background. Seeks opportunities to engage with others.
We require:
- Knowledge of Hotel Management software such as Scrigno or others is preferred;
- Excellence in Pc amp; Social Media skills;
- Fluent in Italian and English and a third language is required;
- Professional experience or sound scholar background within the hospitality business;
- Strong communication skills;
- Willing to grow within the hospitality business.
Benefits
We offer:
• Seasonal Labour contract according to C.C.N.L. Settore Turismo
• Economical treatment adequate to the professional experience
• Food amp; lodging for non residents
• Learning amp; development activities
• Career opportunities within our Hotels cluster