Guest Experience Agent

About the role

The Guest Experience Agent will be the first point of contact for guests at Park Hyatt Milano, a 5‑star luxury hotel in the historic heart of Milan. You will create memorable, personalized experiences for a discerning clientele, ensuring every interaction reflects the brand’s high standards of service.

Key responsibilities

• Welcome guests warmly, register them, issue room keys and provide clear information on hotel services and room locations.
• Anticipate and fulfill guest preferences by consulting guest history profiles and delivering personalized suggestions.
• Handle guest inquiries and requests promptly, and manage first‑level complaints with effective service recovery gestures.
• Collaborate closely with all hotel departments to maintain seamless service delivery.
• Prepare and share daily information for inter‑departmental meetings.

Required profile

• Fluent in English and Italian, with proficiency in an additional language.
• Strong computer literacy and ability to multitask, solve problems and manage time efficiently.
• Excellent attention to detail and a genuine guest‑service attitude.
• Team‑oriented mindset with proven ability to work collaboratively.
• Previous experience in guest experience roles within five‑star hotels is a plus.

Required skills

• Opera system (hotel property management software)

What we offer

• 12 free nights per year across Hyatt hotels worldwide.
• Employee and Friends & Family rates at Hyatt properties.
• Dry‑cleaning service for business attire.
• Complimentary meals while on duty.
• Continuous learning and development opportunities.
• Staff celebrations, welfare programs and support for urban public transport costs.