Guest Service Agent

Location Overview
Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy.

Role  

Under the direct supervision of the Front Office Manager and Director of Rooms, the Guest Service Agent, ensuring the highest level of guest satisfaction in accordance with the policies, standards and guidelines established by the hotel or the corporate office.

The Guest Service Agent is responsible for ensuring an exceptional guest experience in line with Aman standards and culture. The role oversees the Guest Service Team, ensuring smooth operations, personalized service, and strong guest recognition throughout the guest journey.

Key Responsibilities

•    Protect and represent the Aman brand by delivering outstanding service and creating memorable guest experiences.
•    Oversee daily Guest Service operations, ensuring efficiency, consistency, and adherence to brand standards.
•    Lead and support the Guest Service Team, providing guidance and ensuring high service levels.
•    Attend daily Rooms and Operations briefings to ensure effective communication and alignment across departments.
•    Maintain excellent knowledge of hotel products, services, and experiences.
•    Manage guest recognition and guest history processes to enhance personalization and loyalty:

o    Welcome and farewell guests, creating meaningful personal interactions.
o    Ensure guest profiles and preferences are accurately updated and communicated.
o    Coordinate personalized amenities, special requests, VIP services, and special occasions.
o    Monitor guest satisfaction, handle feedback professionally, and ensure timely resolution of concerns.
o    Actively engage with guests throughout the property to anticipate needs and exceed expectations.
o    Support and implement guest recognition programs and daily guest experiences.

•    Monitor quality standards through regular checks and continuous improvement initiatives.
•    Ensure compliance with hotel safety procedures and company policies.
•    Promote a safe, respectful, and positive working environment.

Requirements

Languages
•    Fluent written and spoken English and Italian.

Education
•    Degree or diploma in any discipline.

Experience
•    Minimum 2 years of experience in a similar role within an international luxury hotel environment.

Skills & Competencies

•    Strong communication and interpersonal skills.
•    Excellent guest relations and problem-solving abilities.
•    Team-oriented mindset with leadership skills.
•    Flexibility, enthusiasm, initiative, and a proactive approach.
•    Ability to work under pressure and manage multiple priorities.
•    Good computer skills.
•    Goal-oriented, committed, and passionate about delivering exceptional service.

Please note that this list is not exhaustive. Aman employees are always encouraged to find new ways to support the business, our guests, and our colleagues while embodying the values and traditions of Aman culture.

Benefits

At Aman Rosa Alpina, we believe that our colleagues are at the core of our success. We offer a competitive benefits package including exciting international career opportunities in a company that is expanding rapidly. We prioritise and support your career journey, making you feel valued, included and at home.

• Competitive compensation
• Complimentary nights and discounted Food & Beverage and Spa rates across all Aman and Janu properties
• Access to mySanitour+ Alto Adige supplementary healthcare fund 
• Professional development and career growth opportunities
• Cornell University partnership with preferential rates for professional development courses

If you thrive in an ultra-luxury environment and are passionate about warm and personalised hospitality where every detail matters, we invite you to apply to join us on our journey.