Front Office Agent Turnante
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 Front Office operations, according to the company policies, standard and procedures, maintaining high standards at all times;
Responsible for cash accounting (payment of guest bills)
Assist hotel guests with itineraries and or recommendations for dining and activities
Communicate all relevant guest and group activity to proper internal parties
Handle reservation inquiries and relative requests, communication (Concierge emails, phone, chat)
Anticipate Guests’ needs and handle Guests’ complaints
Responsible for night shifts during Night Auditor day off: He / She will cover night shift twice a week
Complete Night Shift checklist:
Ensures that all relevant communications will be processed correctly
Ensures that all Guest details are correctly collected
Run End of Day process and complete all relevant day closure accounting checks
Run daily reports
Run monthly reports
Effective communication: he/she communicates clearly and appropriately (both verbally and non-verbally) that positively impacts on their role, the business and Belmond. He/she uses and interprets non-verbal behaviors 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.
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 role
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
Tutti i CV devono essere inviati comprensivi di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 - GDPR e saranno utilizzati esclusivamente per la selezione in corso.
L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.