Guest Experience Agent
Con Esperienza

Descrizione della Posizione Lavorativa

Role overview: The Guest Experience Agent is responsible for ensuring guests receive personalised and outstanding service at all times. The position reports to the Guest Experience Supervisor and acts as a point of contact between guests and hotel departments, handling bookings, transport, local suggestions and special requests with professionalism, efficiency and warmth.

Main duties and responsibilities

• Deliver exceptional, personalised service by answering enquiries, managing special requests and advising on nearby attractions, dining and entertainment.
• Handle escalated guest issues and complaints tactfully, supporting and empowering team members to resolve problems effectively.
• Ensure smooth daily desk operations, keeping the area tidy and organised and liaising with other departments to fulfil guest needs.
• Provide dedicated assistance to Villa guests through the presence of a Guest Service Ambassador when required.
• Maintain up-to-date knowledge of local events, services and attractions to offer accurate, tailored recommendations.
• Proactively propose solutions and improvements to enhance the guest stay.
• Act as a liaison between guests and hotel teams to guarantee a seamless experience.
• Build strong relationships with returning guests to foster loyalty and repeat visits.
• Support the Front Office with administrative tasks and guest-service activities as needed.
• Monitor and uphold Borgo Pignano guest service standards and company policies.
• Prepare and deliver welcome amenities and personalised guest cards to enrich the guest experience.
• Respond promptly and professionally to guest reviews and surveys, ensuring proper follow-up.
• Always strive to exceed guest expectations.

Competences and qualifications

• Strong leadership and team-management skills.
• Excellent communication and interpersonal abilities.
• High level of organisation, time management and multitasking.
• Good problem-solving and critical-thinking skills.
• Genuine passion for hospitality service.

Requirements

• English: C2; a third language is an advantage.
• Master's degree or degree in Hospitality is a plus.
• At least 2 years' experience in a similar role within a luxury hotel or resort.
• References available upon request.
• Proficiency with hotel management systems (e.g. Opera Cloud) and Microsoft Office.
• Flexibility to work shifts, including evenings, weekends and holidays.

Benefits

• Fixed-term contract of 8 months from May 2026 under the CCNL Settore Turismo (Federalberghi), with the prospect of conversion to a permanent role in 2027.
• 40 hours per week over 5 days with two rotating days off.
• Internal training on operational procedures and an introduction to the Relais & Châteaux circuit.
• Training on quality assessment and sector regulations.
• Welfare credit provided based on guest satisfaction.
• Company canteen.
• Uniform and uniform laundry service provided.

No lodging provided.

Workplace: Via Bolognese 89, Firenze.

Please send your CV with a photograph and explicit consent for processing personal data in accordance with EU Regulation 2016/679 (GDPR). Applications that do not meet the listed requirements will not be considered. The vacancy is open to all genders in accordance with laws 903/77 and 125/91.

Requisiti

English C2; third language preferred; Master's/Degree in Hospitality a plus; minimum 2 years' experience in a similar role at a luxury hotel or resort; references; proficiency with Opera Cloud and Microsoft Office; availability to work shifts including evenings, weekends and holidays; CV with photo and GDPR consent required.