Spa Receptionist Intern - Bvlgari Hotel Milano

Job Title: Spa Receptionist Intern

Department: Spa

Reports to: Spa Manager

Place of work: Bulgari Hotel Spa

Position summary: Responsible for the accurate, courteous, and efficient reservation of Spa guests providing the highest level of personal service. Call guests to confirm scheduled services. Answer questions about available services, general property information, and amenities. Update the reservations/cancellations list throughout the day, inform providers of last minute changes, and resolve scheduling issues as needed by working with supervisor/manager. Check in guests for appointments, confirm first and last name, and provide general spa orientation upon arrival. Record guest preferences and needs by entering information into computer. Promote and sell spa/salon services. Process guest payments for spa/salon services and obtain payment authorization as needed. Use empowerment to make decisions that will ensure complete problem resolution, and maintain a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano.
Serve as a role model. Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time.

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 excel and word

Desirable:

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

ESSENTIAL SKILLS:

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