Guest Experience Agent

Enjoy the Team at Chia Laguna Resort !

This role requires strong interpersonal, problem-solving, and leadership skills to maintain high levels of guest satisfaction.

Main Duties & Tasks:

• Handle the Guest’s request during the pre-arrival phase of the reservation, following the Department’s Procedures and SOPs.
  


• Anticipates and identifies guests and Vip’s desirers/expectations.
  


• Ensures an high level of excellence in customer service: guests needs are met and, where possible, exceeded.
  


• Welcomes and acknowledges all guests upon their arrival at the Guest Experience Desk in a professional and respectful manner, with smile and kindness.
  


• Creates tailor-made and personalized itineraries for the Guests, supporting the team in creating the perfect itineraries in a pre-arrival phase and during the stay, guests and revenue oriented.
  


• Manage and follow up guests’s complaint, finding recovery solutions.
  


• Supports GEM to communicate efficiently with the team (hotels operations) to contribute to maintaining a positive attitude among the team members, and to check that procedures and standards are followed by the rest of the team too.
  


• Has a very attentive eye for details and looks at things through guests’s eyes trying to analyze context around her/him with a guest’s perspective.
  


• Supervises the experience office & desks during dedicated timing of the day, being available to guests and colleagues, being a point of contact & reference.
  


• Monitor guest's satisfaction during their stay, by listening to their feedback, developing, if necessary, recovery actions or special treatment for unsatisfied guests, identifying areas of development and improvement.  
  


• Coordinates for guests, together with the three front desk teams, all the transportation services inside & outside the resort.
  


• Assists GEM in all duties and tasks.
  


• Attend department meetings, online and on-site training, as well as mandatory training for the role. 
  Works closely with colleagues to ensure an efficient service and collaborates seamlessly
  Attend main events that are planned in advance at the Resort
  


• Occasionaly,  GE T.M. provide ‘mirate site inspections’ walking around through all the common areas where guests are common to attend  in order to provide assistance, if needed, being a point of reference for guests and colleagues. Coordinates various requests and supervises communications among colleagues and experiences providers.    
  


• Uses the apps, platforms and tools provided by the company to manage daily work. (e.g. OnQ, Stay Up, Protel , Omni etc.) 
  


• Oversees check-in and check-out processes to ensure efficiency and friendliness.
  

Requisiti

VALUES & DEVELOPMENT

-        Works with respect, transparency, sincerity and professionalism in a dynamic environment.

• Follows the Individual development plan, through Hilton training and Guest Experience training, applying Forbes, Lqa & Hilton standards and procedures.
  


• Applies brainstorming among teams to improve processes and operation’s efficiency.
  


• Encourages and builds respect, trust and cooperation among team members.
  


• Establishes and maintains open, collaborative relationships with colleagues.
  

EDUCATION & EXPERIENCE

• Previous experience in luxury Hotel is a plus (minimum 1 year)
  


• Fluently in English and Italian (spoken and written)