Guest Service Agent

Guest Services Coordinator

Location: Bulgari Hotel Milano, Italy

Brand: Bulgari Hotels & Resorts

Schedule: Full-Time

Job Category: Rooms & Guest Services Operations

Reports To: Director of Guest Services

Job Summary

At Bulgari Hotel Milano, timeless Italian elegance meets contemporary luxury. As a Guest Services Coordinator, you will ensure the efficient coordination of room assignments and the seamless flow of operations within the Guest Services. You will balance guest preferences, operational requirements, and revenue goals to create a flawless and personalized guest experience that reflects the refined spirit of Bulgari.

Working closely with the Front Office, Housekeeping, Maintenance, Reservations and Sales; and Food & Beverage teams, you will oversee daily room allocations, monitor VIP and alongside with the butlers, Suite reservations; and ensure each arrival is meticulously prepared. Your precision, discretion, and eye for detail will contribute to delivering Bulgari's signature hospitality — luxury defined by harmony, attention, and authenticity.

Core Work Activities

1. Oversee and coordinate daily room assignments based on arrivals, departures, VIPs, and operational needs.
2. Collaborate with Housekeeping and Maintenance to ensure all rooms are ready, clean, and maintained according to Bulgari standards.
3. Collaborate with F&B and In-Room Dining to ensure all the amenities are prepared as per guests' preferences and placed in the rooms & suites on timely manner prior to guests' check-in.
4. Review occupancy forecasts and inventory to optimize room utilization and support revenue strategies.
5. Handle VIP, suite (Alongside with the Butler Team), and special request allocations to guarantee an elevated and personalized guest experience.
6. Communicate effectively with Reservations and Revenue Management to maximize occupancy while maintaining service excellence.
7. Proactively resolve room discrepancies, overbooking situations, and last-minute changes with poise and efficiency.
8. Maintain accurate and up-to-date records in Opera PMS, including guest preferences and special notes.
9. Support the Front Office and Guest Relations teams to ensure seamless arrivals and departures for all guests.
10. Uphold Bulgari's brand values and ensure that every guest interaction embodies the essence of discreet luxury.

Candidate Profile

Education and Experience

• High school diploma or equivalent required; degree in Hospitality Management or related field preferred.
• Minimum 2 years of experience in Front Office, Reservations, or Rooms Division operations, ideally within a 5-star luxury environment.
• Previous experience as a Room Controller is strongly preferred.
• Proficiency in Opera PMS or similar property management systems.
• Knowledge of the Leading Quality Assurance and Forbes.

Skills and Attributes

• Exceptional organizational and multitasking skills with strong attention to detail.
• Ability to anticipate needs and deliver intuitive service.
• Excellent communication and interpersonal skills.
• Fluent in English and Italian; knowledge of additional languages is an advantage.
• Professional demeanor, discretion, and a genuine passion for luxury hospitality.
• Team player with a proactive approach and problem-solving mindset.

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.

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.