Concierge Intern Bvlgari Hotel Milano

Job Title: Concierge Intern
Department:Guest Services
Reports to: Guest Services Director Head Concierge Night Manager and Guest Services Supervisor Reservation Manager.

Job overvew:

• Respond to guest requests for special arrangements or services (e.g. transportation reservations dry cleaning) by making arrangements or identifying appropriate providers.
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Gather summarize and provide information to guests about the property and the surrounding area amenities including special events and activities.
• Answer record and process all guest calls messages requests questions or concerns.
• Contact appropriate individual or department (e.g. Bellmen Housekeeping) as necessary to resolve guest call request or problem.
• Report accidents injuries and unsafe work conditions to manager; and complete safety training and certifications.
• Follow all company policies and procedures ensure uniform and personal appearance are clean and professional maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards anticipate and address guests service needs assist individuals with disabilities and thank guests with genuine appreciation.
• Speak with others using clear and professional language prepare and review written documents accurately and completely and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others support team to reach common goals and listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Stand sit or walk for an extended period of time or for an entire work shift.

Place of work: Front office areas

Basic requirements:

Qualifications:
1.A College Degree or in the process of receiving one.
a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests both in person and by telephone.
to provide legible communication.
to compute basic mathematical calculations.
of computers.

Desirable:
1. Training in the hospitality industry.
2. Previous experience in a luxury market as Front desk agent or concierge.
3. Fluency in a second language.
4. Knowledge of Opera Marsha Mystique and Concierge Assistant.
5. Good cultural preparation (museums theaters events)
6. Good knowledge of the city of Milano

Essential Skills:
have a professional image and personality exuding confidence and leadership skills.
to smile at all times.
to remain stationary at an assigned post for an extended period of time.
to understand guest inquiries and provide responses.
to promote positive relations with all individuals who approach by telephone.
to focus attention on guest needs remaining calm and courteous.
to think clearly quickly maintains concentration and makes concise decisions.
to work well under the pressure of coordinating many requests at any given time.
to prioritize organize and follow up.
attention to details.
to input and access data in a computer.
to maintain confidentiality of all guest information and pertinent hotel data.
to analyze and resolve problems & opportunities to the guest satisfaction while exercising good judgment.
to resolve guest opportunities.
to work cohesively with other departments and co-workers as part of a team.
to be flexible as the job changes.
to work flexible hours including weekends holidays and evenings if necessary.
an ambassador to The Bulgari Hotels & Resorts Company at all times in and outside of ones workplace.

Primary job functions:

with Concierge and Supervisor to review daily assignments and priorities.
complete knowledge of all hotel features/services & hours of operations including all hotel restaurant food concepts menu price range dress code and ambiance.
up work stations with necessary supplies & maintain cleanliness throughout shift.
all functions of computer systems according to established procedures and standards.
all incoming calls within 3 rings and with a smile using correct salutations and telephone etiquette:
a)Take record and relay messages accurately completely and legibly. Distribute hotel personnel messages to appropriate individuals.
b)Offer detailed information on the voice mail system to callers and guest wishing to leave a message.
c)Accept and record wake-up call requests; deliver to PBX.
all guest requests complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 10 minutes to ensure completion and guest satisfaction.
pertinent guest information to designated departments/personnel (i.e. special requests amenity delivery).
guest preferences for all guests..
reservations for restaurants and any other outlet as requested.
the concierge team in answering emails organizing tours limousine or any transfer and reserving tickets.
concierge in any requested task.
invoice issuing and help with administrative tasks.
Tours of the Hotel and of guest rooms to anyone inquiring to do so.
any task assigned by any manager.