Guest Relations Agent | Talent Day October 27th at Madeline Hotel and Residences Auberge Resorts Collection

Florence, Tuscany, Italy -

Full Time

Start Date

Immediate

Expiry Date

28 Dec, 25

Salary

0.0

Posted On

29 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Relations, Customer Service, Problem Solving, Communication, Attention to Detail, Hospitality Management, Luxury Service, Team Collaboration, Bespoke Recommendations, Crisis Management, Multitasking, Adaptability, Fluency in English, Technical Knowledge, Local Area Knowledge, Professionalism

Industry

Hospitality

Description

Company Description TALENT DAY - OCTOBER 27TH 2025 Collegio alla Querce opens its doors to the next generation of hospitality professionals. An exclusive opportunity to meet, connect, and share our passion for excellence, respect and heartfelt service. We look forward to discovering individuals driven by curiosity, authenticity and the desire to grow. Collegio alla Querce, Auberge Collection is a hilltop Italian retreat – once a cherished educational institution – and the only hotel in the city of Florence that provides sweeping vistas of both Florence’s historic town center and the rolling hills of Tuscany. Offering unmatched views of the iconic Duomo, the hotel’s gracious, 16th-century buildings are set in breathtaking terraced gardens. Perfectly placed in the city to offer the best of two worlds, the hotel offers 49 Guest Rooms, 28 Suites, and 6 Grand Suites. Multiple dining venues and event spaces include La Gamella, a fine-dining Italian restaurant with The Chef’s Table at its heart, mischievous Bar Bertelli, housed in the former principal’s office, poolside Cafe Focolare, and the original chapel, Sala Dorati and theatre, Il Teatro. Aelia Spa, the first-ever spa in partnership with Furtuna Skin, is a nature-ensconced haven dedicated to holistic wellbeing. The resort will also host a range of connection-driven experiences revealing Florence’s multifaceted Renaissance spirit. For more information: https://auberge.com/collegio-alla-querce/ Job Description At Auberge Collection, we redefine luxury by focusing on authentic, heartfelt service and creating extraordinary experiences that resonate with each guest. As a Guest Relations Agent, you will be responsible for creating memorable, personalized experiences for our guests, from the moment they arrive until their departure. By anticipating needs, providing exceptional service, and addressing any concerns with care, you will ensure that every guest’s experience is seamless and unforgettable. Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their team members. Within this, the key responsibilities for this position are: Tailored Guest Experiences Ensure every guest arrival is met with exceptional service, from the moment of check-in to departure, creating an atmosphere that makes guests feel valued and well cared for. Proactively identify and address the needs and desires of guests, offering tailored recommendations and solutions, from spa bookings to exclusive local experiences, ensuring their stay is memorable and extraordinary. Serve as the primary point of contact for all guest inquiries, providing clear and courteous communication, while working closely with team members across departments to exceed guest expectations. Seamless Coordination & Problem Solving Manage guest check-ins, check-outs, and billing with precision, ensuring all processes are executed with efficiency and confidentiality. Address any issues or challenges in a calm, thoughtful, and prompt manner, ensuring that all solutions maintain the level of luxury expected by our guests. Brand Representation Uphold the Auberge standard by maintaining professionalism, elegance, and warmth in all interactions, from communication with guests to appearance and demeanor. Guest Feedback & Insights Guest Feedback & Insights: Actively listen to guest feedback and relay valuable insights to management to continuously refine and improve guest service and operational excellence. Ensure that guest preferences, requests, and special occasions are thoughtfully tracked and shared to enhance the level of personalized service delivered throughout their stay. Collaboration Across Teams Work in harmony with all departments, particularly pre-arrival & reservation, housekeeping and culinary, to ensure all aspects of the guest experience are seamlessly coordinated and exceed expectations. This role is an invitation to create unforgettable experiences. As a Guest Relations team member, you will anticipate every need, address every request with care, and ensure that each guest’s stay is seamless, personalized, and truly memorable. Qualifications Experience A minimum of 2 years of experience in a luxury hotel or hospitality environment, ideally within a prestigious brand or similar high-end service establishments. A high school diploma or equivalent is required. A degree in Hospitality Management or related fields is a plus. Skills & Competencies An innate passion for creating exceptional guest experiences, with the ability to anticipate needs, create memorable moments, and deliver on our promise of individualized luxury service. A poised, polished demeanor that reflects the elegance and warmth of Collegio alla Querce. The ability to engage guests with grace while managing multiple tasks with precision and attention to detail. Strong ability to handle challenging situations with sensitivity, discretion, and resourcefulness, ensuring positive outcomes while protecting the privacy and security of our guests. Fluent in English, both spoken and written, with proficiency in additional languages required to support our international clientele. A strong understanding of the local area and the ability to provide guests with bespoke recommendations that align with their tastes, interests, and luxury expectation. Technical Knowledge Familiarity with luxury hotel management software, reservation systems, and basic office tools. Ability to quickly adapt to new technologies. Availability Willingness to work flexible hours, including weekends, and holidays, as required by the needs of the hotel. Additional Information Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. For more information: auberge.com Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

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Responsibilities

As a Guest Relations Agent, you will create memorable, personalized experiences for guests from arrival to departure. You will anticipate needs, provide exceptional service, and address any concerns to ensure a seamless and unforgettable experience.