SPA Receptionist - Bvlgari Hotel Milano

JOB OVERVIEW:

Responsible for the accurate, courteous, and efficient reservation of Spa guests providing the highest level of personal service. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Useful help in the general organization of the Spa. Using empowerment to make decisions that will ensure complete problem resolution, and maintaining a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano.

Reports to: Spa Manager.

KEY RELATIONSHIPS:

Primary Internal:

Guest Services, Housekeeping, Reservations & Accounting, PBX / Communication
Restaurant, Engineering, Sales, Executive Offices.
    
External: 

Hotel guests/visitors, designated service company personnel and vendors.

STANDARD SPECIFICATION: 

Requirements are representative of minimum levels of knowledge, skills, and/or abilities or aptitudes to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

QUALIFICATIONS:

Essential:

1.    A College Degree or in the process of receiving one. 
2.    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.
3.    Ability to provide legible communication.
4.    Ability to compute basic mathematical calculations.
5.    Knowledge of computers.

Desirable:    

1. Training in the hospitality industry.
2. Previous experience as a Front Office Receptionist in a luxury market.
3. Fluency in a second language.

ESSENTIAL SKILLS:

1.    Must have a professional image and personality exuding confidence and leadership skills.
2.    Ability to smile at all times.
3.    Ability to remain stationary at an assigned post for an extended period of time.
4.    Ability to understand guest inquiries and provide responses.
5.    Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
6.    Ability to focus attention on guest needs, remaining calm and courteous.
7.    Ability to think clearly, quickly, maintains concentration and makes concise decisions.
8.    Ability to work well under the pressure of coordinating many requests at any given time.
9.    Ability to prioritize, organize and follow up.
10.    High attention to details.
11.    Ability to input and access data in a computer.
12.    Ability to maintain confidentiality of all guest information and pertinent hotel data.
13.    Ability to perform job functions with minimal supervision.
14.    Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgement.
15.    Ability to resolve guest opportunities.
16.    Ability to work cohesively with other departments and co-workers as part of a team.
17.    Ability to be flexible as the job changes.
18.    Ability to work flexible hours, including weekends, holidays and evenings if necessary.
19.    Be an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.