Guest Relations Agent

Verdura Resort - Rocco Forte Hotels
Azienda: Verdura Resort - Rocco Forte Hotels
Sicilia
Regione: Sicilia - Italia
Sciacca (AG)
Località: Sciacca (AG)
Data pubblicazione: 9 Ottobre 2020
2020-10-09
Sciacca (AG) Sicilia - Italia
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ROCCO FORTE HOTELS
VERDURA RESORT
Sicily

is recruiting for the season 2021

GUEST RELATIONS AGENT

An alluring Sicilian escape, Verdura Resort occupies nearly two kilometres of private Mediterranean coastline. Home to three Kyle Phillips golf courses, a 60-metre infinity pool, six clay tennis courts, a world-class spa, four restaurants and five bars, Verdura Resort is an irresistible destination. It’s a place where rooms seem woven subtly into the Sicilian landscape, with a true sense of space and uninterrupted views of the azure waters. Above all, it’s an unforgettable resort in Sicily where our team delivers an outstanding level of service.

Main Purpose:
The Guest Relations Agent is at Guests’ disposal to listen and to anticipate their needs, ensuring a pleasant and satisfying stay.
Reports to: Guest Relations Manager.

Main duties & responsibilities:
• Create and maintain warm and sincere relationship with guests and colleagues, handling complaints, according to the company policies, procedures and standards;
• Address complaints (escalating to the Guest Relations Manager when needed) and go the extra mile to make sure our Guests are satisfied;
• Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay;
• Ensure daily presence in the outlets, to ensure guest satisfaction & feedback on stay;
• Assistance to Front Office for Check-in procedures when required;
• Maintain the Guest database for future bookings, considering the preferences and updates guest profiles accordingly;
• Assist (together with the Guest Relations Manager) travel agents in the absence of the Sales Team representative;
• Ensure consistent communication between department managers, following up on guest requests and complaints;
• Promote the hotel outlets and activities.

Competencies required:
• Collaboration: be open with colleagues and proactively offer support and share information and knowledge with them. Listen and respond constructively to the Head of Departments’ ideas/suggestions/feedback. Be able and willing to work as a team within the department and with other departments. Demonstrate sensitivity to cultural differences and diversity, treating others with respect and inclusiveness regardless of position level or background.
• Personal Effectiveness & Communication: be open and have positive approach, ask for feedback about own performance. Able to communicate in English with the Guests. Demonstrate self-control and present information clearly and with confidence. Ask questions to ensure understanding. Listen and respond empathically to others. Use and interpret non-verbal behaviours to enhance understanding. Write clearly and concisely (if relevant to the role).
• Personal development: Be open to and accept constructive feedback and use it to improve. Take on new learning opportunities willingly. Use experience as a learning opportunity and make adjustments to improve own performance and be focused on own professional development. Ongoing dialogue with Head of Department on own performance objectives.
• Business orientation: Understand how personal objectives impacts department and hotel targets. Understand how costs impact on profit. Behave constantly according to the Rocco Forte Pillars to guarantee the loyalty of the guests to the brand. 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: Constantly look for opportunities to exceed our Guest’s expectations. Remain focused on offering excellence even in challenging situations. Demonstrate empathy: be aware of needs and emotions of others. Create a genuine connection with others. Demonstrate technical competence and knowledge related to the role. Look for Guest’s feedback and use it to improve service. Be responsible for own actions and behaviours.
We require:
• Professional experience, preferably at international level, in the same role;
• Advanced level of English knowledge. A third language is preferred;
• Knowledge of hotel management software (e.g. Opera);
• Knowledge of the Microsoft Office package (Word, Excel, PowerPoint);
• Strong passion for hospitality and attention to details.

We offer:
• Seasonal Labour contract according to C.C.N.L. Settore Turismo;
• Learning & Development activities;
• Meal during working shifts;
• Career opportunities in Rocco Forte Hotels.

Workplace: Verdura Resort – Sciacca, S.S. 115 Km 131, Sicily, 92019.

Please apply forwarding your CV with full details to http://careers.roccofortehotels.com/pbank/owa/pbk24w12.main?p=dgfknZobjgeggn3oY7NN7T7Y9S079SJZnaodddkbien and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).

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.

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