Guest Services Agent - Bvlgari Hotel Milano

Job Title: Guest Services Agent

Department: Guest Services

Reports to: Guest Services Director, Guest Services Manager, Guest Services Supervisor, Night Manager

Job Overview

Responsible for the accurate, courteous and efficient reservation, communication (PBX), check‑in and check‑out of hotel guests providing the highest level of personal service. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano; main responsibility is the maintenance and control of the hotel’s room inventory on a day‑to‑day basis. This includes coordinating room assignments & controlling room inventory, organizing guest‑room moves, controlling sell‑out days, supervising upgrades and monitoring interfaces. The GSA is also responsible for maintaining, implementing, recording guest preferences and their implementation to give our guests the most personalized service. By applying empowerment and making decisions complete problem resolution should be ensured at all times and a strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. This relationship is key to the success of the Front of House operations functioning.

Place of work: Front desk and back office areas. Front Office is a focal point for all guest/visitor reception and inquiries.

Basic Requirements

Qualifications

• A college degree or in the process of receiving one.
• Possess a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
• Ability to provide legible communication.
• Ability to compute basic mathematical calculations.
• Knowledge of computers.

Desirable

• Training in the hospitality industry.
• Previous experience as a Front Office Receptionist in a luxury market.
• Fluency in a second language.
• Knowledge of Opera, Marsha, Mystique and Concierge Assistant.

Essential Skills

• Professional image and confidence, leadership skills, and a friendly smile.
• Ability to remain stationary at an assigned post for an extended period of time.
• Ability to understand guest inquiries and provide responses.
• Promotion of positive relations with all individuals who approach the Front Desk and by telephone.
• Focus on guest needs, remaining calm and courteous, and making concise decisions under pressure.
• Prioritisation, organisation and follow‑up skills.
• High attention to detail, data entry accuracy and confidentiality of guest information.
• Ability to resolve problems and opportunities while exercising good judgement.
• Teamwork and flexibility for changing job requirements and flexible hours, including weekends, holidays and evenings as necessary.
• Ambassador to Bulgari Hotels & Resorts Company at all times, both inside and outside of the workplace.

Primary Responsibilities

• Manage front‑desk operations, including guest check‑in, check‑out and inventory control, ensuring accurate registration and payment processing.
• Handle all incoming calls within three rings, record messages and provide accurate information to guests and callers.
• Maintain complete knowledge of room types, rates, packages, amenities, and daily activities; manage room assignments, sell‑out days, upgrades and special requests.
• Process all cashiering tasks, including adjustments, payments, and closing reports.
• Coordinate with Housekeeping, Engineering and Reservations to manage room moves, overrides, and care rooms.
• Collect, document and up on guest requests, complaints and preferences, ensuring resolution within defined time frames.
• Maintain accurate reports and records in Opera and other systems, including fare audits, incidents and hotel reservations.
• Assure security of guest room keys, access and confidential information.
• Provide emergency management support, such as handling evacuation procedures and reporting incidents.
• Participate in training, certification, and continuous improvement processes to uphold hospitality standards.

At 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.