Guest Service Agent

Mandarin oriental, Milan is looking for a Guest Service Agent to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 36 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. Guests can discover exquisite dining in the beautiful setting of two-Michelin-starred restaurant Seta, run by acclaimed chef Antonio Guida, and enjoy the relaxed atmosphere of the Mandarin Garden, where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms.

About the job

Based at the Mandarin Oriental, Milan within the Front Office Department in Milan, the Guest Service Agent is responsible for meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. The Guest Service Agent reports to the Reception Manager.

As Guest Service Agent, you will be responsible for the following duties:

• Greet and escort guests promptly to their rooms
• Handle cash drawer properly as outlined in the MOHG Controller's manual
• Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
• Address special guest preferences recorded in guest history profiles
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
• Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest's experience
• Arrange fulfilment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues
• Communicate clearly with the Night Auditor and Accounts Department
• Establish a good working knowledge of the Accounts Department to facilitate guests and Management requests for historical data
• Provide assistance to guests in the street lobby 

As Guest Service Agent, we expect from you: 

• To possess 2 years of luxury hotel experience
• Reading, writing, and oral proficiency in English and Italian
• Attention to detail, strong interpersonal skills, and multitasking approach

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Competitive Salary, wages, and a comprehensive benefits package
• Meals available at our Employee Restaurant
• Complimentary Dry Cleaning for Employee Uniforms

Position Details:

• Job Level: 4° CCNL Turismo-Federalberghi
• Employment Type: Full-time
• Salary Range: € 24.025,26 - € 27.050,66 gross per year / 14 months

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