Concierge Intern - Bvlgari Hotel Milano

• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. 
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction. 
• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. 
• Answer, record, and process all guest calls, messages, requests, questions, or concerns. 
• Contact appropriate individual or department (e.g., Bellmen, Housekeeping) as necessary to resolve guest call, request, or problem. 
• Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. 
• Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. 
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. 
• Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. 
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. 
• Comply with quality assurance expectations and standards. 
• Stand, sit, or walk for an extended period of time or for an entire work shift.

1.    Meet with Concierge and Supervisor to review daily assignments and priorities.
2.    Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
3.    Set up work stations with necessary supplies & maintain cleanliness throughout shift.
4.    Access all functions of computer systems according to established procedures and standards.
5.    Answer all incoming calls within 3 rings and with a smile, using correct salutations and telephone etiquette:
a)    Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
b)    Offer detailed information on the voice mail system to callers and guest wishing to leave a message.
c)    Accept and record wake-up call requests; deliver to PBX.
6.    Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 10 minutes to ensure completion and guest satisfaction.
7.    Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
8.    Collect guest preferences for all guests..
9.    Make reservations for restaurants and any other outlet as requested.
10.    Support the concierge team in answering emails, organizing tours, limousine or any transfer and reserving tickets.
11.    Assist concierge in any requested task.
12.    Handle invoice issuing and help with administrative tasks.
13.    Provide Tours of the Hotel and of guest rooms to anyone inquiring to do so.
14.    Perform any task assigned by any manager.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.