Guest Service Agent

The Company

Sunset Hospitality Group (SHG) is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more.

SHG operates over 81 venues in 25 countries with a commitment to deliver authentic and diverse hospitality experiences that bring people together, all around the world.

From the Sunset Hotels & Resorts division, we are seeking a passionate and service-driven Guest Service Agent for METT Milan Torre Velasca, our new Residences & Suites project located in the iconic Torre Velasca, right in the heart of Milan.

The Role

Reporting to the Front of House Manager and Front of House Supervisor, the role serves as the first point of contact for guests, overseeing arrivals and departures, managing requests and enquiries, and ensuring the smooth and efficient operation of front-of-house activities with the highest level of professionalism.

Main Responsibilities

• Welcome guests and manage check-in and check-out, billing, and invoicing.
• Handle guest communications across all channels, providing accurate information on services and local area.
• Manage reservations, modifications, and guest profiles.
• Process payments and ensure accurate billing transactions.
• Coordinate and follow up on guest requests to ensure timely resolution.
• Support pre-arrival planning and personalized guest experiences.
• Maintain a clean, professional, and organized front desk environment.
• Ensure compliance with operational procedures and safety protocols.
• Monitor guest access and maintain security awareness.
• Promote upselling opportunities and services.
• Ensure smooth shift handovers and clear internal communication.

Qualifications

• Degree or qualification in Hospitality Management is preferred.
• Fluency in Italian and English, additional languages are a plus.
• Strong communication and interpersonal skills.
• Customer-focused mindset with a passion for hospitality.
• Excellent attention to detail and problem-solving abilities.
• Ability to multitask in a fast-paced environment.
• Professional attitude.
• Proficiency with PMS systems and MS Office.
• Excellent problem resolution skills along with outstanding communication and active listening skills.
• Solid knowledge of PMS systems and front office operations.

Benefits

• Competitive Salary.
• Discounts Across Sunset's Venues and More: Experience the Sunset lifestyle to the fullest with exclusive discounts at all our venues and beyond.
• Career Growth Opportunities: Your professional journey is our priority. Elevate your career with tailored growth opportunities that align with your ambitions.

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