SPA Receptionist Intern - Bvlgari Hotel Milano

ppbAdditional Information /b /p pbJob Number /b /p pbJob Category /b Management Development Programs/Interns /p pbLocation /b Bvlgari Hotel Milano, Via Privata Fratelli Gabba 7b, Milan, Italy, 20121 /p pbSchedule /b Full Time /p pbLocated Remotely? /b N /p pbPosition Type /b Non-Management /p pbPosition: /b Spa Sales, Reservations and Marketing Manager Intern /p pbDepartment /b Spa /p pbPlace of Work /b Bvlgari Hotel Milan /p h3Purpose of the Role /h3 pThe Spa Intern will be trained in Sales Reservations, Duty Management and Spa Marketing support. The role is responsible for maximizing the revenue of the Spa through effective scheduling, yield management, sales initiatives and targeted marketing activities. As an Ambassador for the Spa, this role ensures outstanding five‑star guest relations, delivering Spa and hotel brand standards while contributing to revenue growth, guest retention and brand positioning through marketing support. /p h3Reporting To /h3 pSpa Director /p h3Sales Revenue Generation /h3 ul liMaximise revenue of treatments and programmes through effective scheduling, yield management and cross sales. /li liContribute to the team's overall targets and strive to achieve personal targets and goals as set out by the Spa Management team. /li liMaintain a sound treatment and retail knowledge with the ability to accurately describe benefits and prices. /li liUpsell current spa promotions/programmes whilst ensuring uptake is recorded accurately. /li liActively recommend products and provide further consultation to guests to ensure that sales are closed on product recommendations made by the therapists. /li liEncourage clients to return by recommending ongoing treatment programmes and inviting guests to rebook. /li liResponsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day's work. /li /ul h3Marketing Business Development /h3 ul liSupport the Spa Director in implementing marketing initiatives aligned with the Spa's revenue and positioning strategy. /li liMonitor booking patterns, occupancy levels and guest behavior to identify opportunities for targeted promotions and revenue optimization. /li liAssist in the development of tailored offers and packages aimed at stimulating demand and enhancing overall booking performance. /li liContribute to upselling and cross‑selling strategies by identifying opportunities to enhance the guest journey and increase average spend. /li liMaintain accurate guest profiles and support CRM activities by recording preferences, behaviours and purchase history to enable personalised marketing. /li liAssist in the creation and execution of guest communication touchpoints (pre‑arrival, post‑visit follow‑up, rebooking encouragement). /li liSupport retail strategy by promoting products, contributing to product storytelling and monitoring sales performance. /li liCollaborate with other hotel departments (Front Office, Concierge, Sales) to promote Spa services and maximise internal referral opportunities. /li liProvide feedback and insights on guest trends, competitor activities and market opportunities. /li liSupport the implementation and tracking of marketing initiatives, ensuring alignment with brand standards. /li /ul h3Guest Relations /h3 ul liMaintain the highest standard of guest service by following Bvlgari Spa Milan protocols and displaying genuine care and attention to detail. /li liConduct spa tours for all guests, VIPs and prospective clients. Act as an Ambassador for the Spa at all times. /li liConsistently record guest preferences, accurately update guest profiles and communicate any relevant information to colleagues. /li liEnsure confidentiality at all times including data protection, medical details and any information provided in confidence by the client. /li liReport any guest complaints to the Duty Manager so that they can be handled promptly and effectively. /li /ul h3Reception Standards / Operations /h3 ul liOrganise scheduling of appointments to maximise use of time and profitability whilst ensuring that the client's needs are of first importance. /li liObtain and accurately record all relevant guest information including contact details, and requests/preferences. /li liPrepare all guest correspondence and administration as per standard operating procedures and ensure excellent presentation. /li liRespond to all guest enquiries promptly and efficiently. /li liProvide information on spa facilities during tours including benefits, utilisation instructions and health and safety. /li liMaintain the cleanliness, presentation and organization of the reception area at all times. /li liEnsure that adequate supplies of all public information material are available and in immaculate condition. /li liRecord and track turn‑away business and repeat guests through the Book4Time software system. /li liPrepare the reception area for the start of the next shift, ensuring all messages are communicated and carry out a detailed handover. /li liAnswer telephones within three rings and in a professional manner, following standard operating procedures and LQA standards. /li liLiaise with other hotel departments to ensure guest needs are met and communicated. /li liMaintain a good knowledge of the hotel and facilities available. /li /ul h3Duty Management /h3 pAct as Duty Manager when assigned this role as part of the rota created by the Spa Director. /p pWhen on duty: /p ul liEnsure the facility is adequately manned at all times. /li liOversee the smooth running of all business centres (gym, treatment areas, hair salon) in the Spa. /li liInform the relevant department head of any complaints or issues regarding the Spa's facilities, taking action or recommending amendments if necessary. /li liComplete opening and closing procedures with checklists per relevant area on a daily basis, reporting any housekeeping or maintenance issues and ensuring prompt resolution. /li liCarry out daily briefings with the entire Spa team, communicating guest information, hotel news and revenue targets. /li /ul h3Health Safety /h3 pReceive training on all relevant legislation pertaining to Health and Safety at Work Law and Health and Hygiene standards. /p h3General /h3 ul liMaintain a high standard of appearance and personal hygiene as laid down by the Spa Director. /li liAlways be punctual. /li liSupport all departments in the Spa, including covering reception, gym and spa attendant duties as required. /li liAdhere to all training as set down by the Spa Director and attend all required training courses. /li /ul pAt Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. /p /p #J-18808-Ljbffr