Senior Front Office Agent | Caruso a belmond Hotel

The ideal candidate is willing to provide authentic, luxury experiences in world-renowned destinations to our guests, demonstrating care, confidence and curiosity. He/she is passionate about service and willing to grow professionally. He/She works closely with our guests while they are on property to discover their preferences and how they want to feel, creating tailored recommendations.

Reports to Front Office Manager.

Main duties & responsibilities:

• Fulfil operations of 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
• Create memorable and tailored experiences for all guests following Belmond standards
• Coordinate guests services, working with local partners to ensure consistency in the level of service
• Anticipate Guests’ needs and handle Guests’ complaints
• Cross sell hotel services and venues

• Handle reservation inquiries and relative requests
• Support the team with Concierge emails, PBX, chat
• Consistently meet or exceed defined performance expectations as per management’ goals ensuring all guest’ satisfaction

Requirements

Soft skills:

Effective communication: he/she communicates clearly and in an appropriate manner (both verbally and non-verbally) that positively impacts on their role, the business and Belmond. He/she uses and interprets non-verbal behaviours to enhance understanding.
Emotional intelligence: he/she shows the ability to control and express one's emotions and to handle interpersonal relationships. He/she demonstrates sensitivity to the needs and emotions of others and adjusts one's style to the needs of the audience.
Collaboration: he/she exhibits the ability to successfully work together united within a group whilst showing respect and willing to share information and skills. He/she is willing to continuously develop him/ herself.
Drive results: he/she demonstrates pride in delivering exceptional and consistent high levels of service to internal and external customers by anticipating and exceeding their expectations. He/she demonstrates a sense of urgency and takes ownership of one's tasks and responsibilities.
Adaptability: he/she identifies when a different approach is needed and offers a solution. He/she deals with multiple tasks and alters behaviour / priorities as changes occur and remains calm under pressure
Global perspective: he/she is curious and respectful of all cultures and looks to learn from them. He/she treats each other with respect and inclusiveness regardless of position, level or background.

Requirements:

• Professional experience preferably at international level in the same role
• Demonstrate a passion for attention to detail and excellence

• Manage time effectively in order to meet LQA standards requirements
• Knowledge of the Microsoft Office package (Word, Excel, PowerPoint, Publisher)
• Excellent communication skills
• Fluent in English and Italian
• Possess a courteous and professional telephone manner

• Preferred knowledge of LQA and Forbes standards
• Preferred knowledge of PMS Infor HMS and Alice Concierge systems but not required

Benefits

We offer:

• Seasonal Labour contract according to C.C.N.L. Settore Turismo
• Complimentary nights worldwide as per Belmond Discovering policy
• Employee discounts and Friends and Family rates across Belmond worldwide as per Belmond Discovering policy
• Learning & development activities

• Career opportunities within Belmond
• Complimentary meals on duty
• Uniforms dry cleaning
• Lodging and residence cleaning for non residents

About Belmond

Belmond is part of the world’s leading luxury group, LVMH Moët Hennessy Louis Vuitton.Belmond has been a pioneer of exceptional luxury travel since 1976. Its portfolio extends across 24 countries with remarkable properties that include the illustrious Venice Simplon-Orient-Express train, remote beach retreats like Cap Juluca in Anguilla, Italian hideaways such as Splendido in Portofino, and gateways to natural wonders such as Hotel das Cataratas beside Brazil’s Iguassu Falls. From trains to river barges, safari lodges to hotels, each unique property has a distinctive story, personality and identity, with a personalised team to match.The essence of the Belmond brand is built upon its heritage, craftsmanship and genuine, authentic service. We treasure history while looking to the future. We embrace community spirit and believe in responsible, sustainable tourism.Belmond is an equal opportunities employer that is committed to diversity and inclusion in the workplace.