Service Express Agent

The successful candidate will work at The Westin Palace in Milan, delivering an impeccable standard of service in a stylish, high-end business and fashion district. The core mission is to create a memorable, unique, and revitalizing guest experience that goes well beyond basic transactions.

The keys responsibilities are:

• Central Guest Communications (Service Express): Act as the primary communication hub, operating the switchboard to answer, log, and process all guest calls, requests, and concerns with efficiency and courtesy. This includes handling wake-up calls, screening, call forwarding, providing information, and ensuring accurate message relay.
• Proactive Guest Experience: Guide guests through their entire stay, taking initiative to deliver a wide range of services. This involves sharing local area highlights and ensuring all transactions feel seamlessly integrated into the overall experience.
• Issue Resolution & Coordination: Utilize strong problem-solving skills to ensure all guest needs are met promptly. This involves coordinating communications between various departments, dispatching bell/valet staff, and conducting necessary follow-up to guarantee guest satisfaction.

• Previous experience in front office, guest services, call center operations, or a customer-facing hospitality role (experience in luxury hotels is a plus).
• Experience handling guest requests, issue resolution, or cross‑department coordination is highly preferred.
• Strong written and verbal communication skills in Italian and English; additional languages (especially Spanish, French, or Mandarin) are an advantage.
• Ability to use property management systems (Opera or similar), service request platforms, and internal communication tools.
• Solid organizational skills with the ability to log, track, and follow up on guest requests accurately.
• Flexibility to work shifts, weekends, and holidays.
• Authorization to work in Italy.

staff canteen & uniform

we do not offer accomodation