Guest Relations Agent | Masseria Torre Maizza, Fasano

Opened in May 2019, Masseria Torre Maizza is located in the most glamorous destination on the Italian Adriatic coast. Surrounded by ancient olive groves, the renovated 16th century masseria is filled with thoughtful design accents and details to create a unique sense of place, from the stunning Olga Polizzi-designed rooms and suites to the romantic sunset rooftop bar and elegant restaurant overlooking the swimming pool. The resort also features a 9-hole executive golf course, a private beach club and an indulgent Spa.

Main Purpose:

The Guest Relations Agent is at Guests’ disposal to listen and to anticipate their needs, ensuring a pleasant and satisfying stay.

Reports to: Guest Relations Manager.

Main duties & responsibilities:

• Create and maintain warm and sincere relationship with guests and colleagues, handling complaints, according to the company policies, procedures and standards;

• Address complaints (escalating to the Guest Relations Manager when needed) and go the extra mile to make sure our Guests are satisfied;

• Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay;

• Ensure daily presence in the outlets, to ensure guest satisfaction & feedback on stay;

• Assistance to Front Office for Check-in procedures when required;

• Maintain the Guest database for future bookings, considering the preferences and updates guest profiles accordingly;

• Assist (together with the Guest Relations Manager) travel agents in the absence of the Sales Team representative;

• Ensure consistent communication between department managers, following up on guest requests and complaints;

• Promote the hotel outlets and activities.