Guest Experience Agent, Pre-Opening – The Lake Como EDITION – Season 2025

14 juin 2025 Artia13 3 Views

Emploi Italie : Opportunité de Guest Experience Agent

Poste à Pourvoir : Guest Experience Agent, Pre-Opening – The Lake Como EDITION – Saison 2025

Présentation de l’Entreprise : EDITION

Situé sur la rive occidentale du lac de Côme, The Lake Como EDITION se distingue par son design audacieux et sa chaleur italienne, offrant une expérience de luxe sophistiquée. L’établissement propose des chambres avec vue sur le lac, plusieurs restaurants et bars, une piscine flottante unique, ainsi qu’un spa, garantissant une évasion inoubliable pour ses clients.

Mission du Poste

Le rôle de Guest Experience Agent ne se limite pas simplement à assurer un enregistrement ou un départ fluide. L’objectif est de créer une expérience mémorable et unique pour chaque invité. Les agents sont encouragés à être proactifs dans la gestion des services offerts, allant de la réponse aux demandes des clients à la mise en avant des attractions locales.

Responsabilités Principales

Satisfaction du Client : Écouter activement les questions et préoccupations des invités, en utilisant des processus spécifiques (ex. : LEARN, PLEASED) pour résoudre les problèmes et instaurer la confiance.
Gestion Opérationnelle : Suivre les statuts des chambres et coordonner les procédures d’enregistrement, y compris les check-ins et check-outs des groupes.
Relations avec les Invités : Créer une ambiance accueillante en saluant chaque invité avec un sourire et en utilisant, quand cela est possible, leur nom pour rendre l’interaction plus personnelle.
Assistance Générale : Prendre en charge diverses demandes, y compris l’organisation de transports et d’activités, en collaborant avec d’autres départements pour répondre adéquatement aux besoins des clients.

Qualifications Requises

Éducation : Diplôme de l’enseignement secondaire ou équivalent.
Expérience : Aucun expérience de travail préalable nécessaire, permettant une inclusivité pour les candidats jeunes ou en reconversion.
Compétences Relationnelles : Capacité à développer des relations positives avec les collègues et les invités, tout en gérant des situations sensibles avec tact et respect.

Engagement envers la Sécurité

Les agents doivent respecter des procédures spécifiques pour gérer les situations d’urgence (évacuations, urgences médicales) et signaler les incidents au supervisor. La sécurité du personnel et des clients est une priorité absolue.

Gestion des Informations et Communication Professionnelle

Les agents utiliseront des systèmes informatiques pour gérer les réservations et s’assurer que toutes les communications sont claires et appropriées. Cela inclut l’accueil des appels téléphoniques avec professionnalisme et le suivi des demandes des clients pour s’assurer de leur satisfaction.

Avantages du Poste

En rejoignant EDITION, vous intégrerez un groupe de marques sous la houlette de Marriott International, reconnue pour son engagement envers la diversité et l’égalité des chances. Cette position représente une chance de contribuer à la création d’une atmosphère où le service vient du cœur, et non d’un manuel.

Lieu de Travail et Modalités

Localisation : Cadenabbia, Como – Griante, Como
Date de Démarrage : 3 mai 2025

Conclusion et Invitation à Postuler

Si vous êtes une personne authentiquement chaleureuse, désireuse de faire partie d’une équipe qui valorise la créativité et l’interaction humaine, EDITION vous invite à postuler dès maintenant pour cette position unique. L’engagement envers un service d’excellence est ce qui distingue cette expérience.

Cette présentation vise à fournir des informations claires, organisées et fiables sur l’opportunité d’emploi proposée, tout en respectant les valeurs d’inclusion et de diversité promues par Artia13.

📅 Date de publication de l’offre : Sat, 03 May 2025 07:42:12 GMT

🏢 Entreprise : EDITION

📍 Lieu : Cadenabbia, Como – Griante, Como

💼 Intitulé du poste : Guest Experience Agent, Pre-Opening – The Lake Como EDITION – Season 2025

💶 Rémunération proposée :

📝 Description du poste : Nestled along the western shore overlooking the Bellagio mountains, The Lake Como EDITION combines striking design and Italian warmth with a sophisticated luxury lifestyle experience. Lake-view rooms and suites, indoor and outdoor restaurants and bars, a unique floating pool, and a spa sanctuary deliver an unforgettable escape.POSITION SUMMARYOur jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.PREFERRED QUALIFICATIONSEducation: High school diploma or G.E.D. equivalent.Related Work Experience: No related work experience.Supervisory Experience: No supervisory experience.License or Certification: NoneSafety and Security

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Guest Relations

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Address guests’ service needs in a professional, positive, and timely manner.
Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Assist other employees to ensure proper coverage and prompt guest service.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
Communicate recommendations in a way that builds excitement and interest among guests and associates.
Perform other reasonable duties as requested.

Working with Others

Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Enter and locate work-related information using computers and/or point of sale systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Read and visually verify information in a variety of formats (e.g., small print).
Stand, sit, or walk for an extended period of time or for an entire work shift.

Check-in/Check-out

Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest’s stay.
Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
Sell a room/accommodation to guests without reservations based on availability.
Verify and adjust billing for guests.

Communications

Provide assistance to coworkers, ensuring they understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Reports/Recordkeeping

Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Run credit card authorization report and check for discrepancies.
Review shift logs/daily memo books and document pertinent information in logbooks.
Print contingency lists to have a record of all guests in case of emergency.

Guest Services

Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

Cash Handling

Process all payment types such as room charges, cash, checks, debit, or credit.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Obtain manual authorizations and follow all Accounting procedures when computer system is down.
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Policies and Procedures

Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Protect the privacy and security of guests and coworkers.

VIP/Concierge Services

Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

TICAL COAt 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.EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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