Guest Service Agent

POSITION PURPOSE:

Casa Cipriani is a prestigious private members club and hotel, renowned for its impeccable service, elegant design, and timeless sophistication. Our commitment to providing unparalleled hospitality experiences to our members and guests is rooted in our heritage and passion for excellence. Joining Casa Cipriani means becoming part of a community dedicated to setting new standards in luxury and personal service.

We are seeking a detail-oriented and hospitality-driven individual to join our Guest Relations team as a Guest Service Agent. This role plays a key part in delivering a seamless and personalized experience for our members and hotel guests. The Guest Service Agent will manage guest itineraries, VIP preferences, transportation coordination, and personalized services through tools such as Alliants and Opera, ensuring each stay is tailored and memorable.

ESSENTIAL FUNCTIONS AND DUTIES:

• Organize and maintain comprehensive guest itineraries using Alliants CRM system.
• Perform daily arrival printouts and ensure accurate preparation for all next-day arrivals.
• Reconfirm all next-day activities with vendors to guarantee guest services are secured.
• Coordinate house car usage, external transportation, and monitor daily usage logs.
• Track and report on house car usage daily, with monthly recap reporting.
• Manage daily posting of guest-related charges in Opera PMS.
• Verify and reconcile weekly invoices from vendors and service partners.
• Maintain timely communication and follow-up on guest emails and concierge requests.
• Source, vet, and coordinate with vendors for personalized guest services and experiences.
• Oversee guest shipments and deliveries, ensuring secure handling and efficient coordination.
• Ensure all Alliants guest tracking data is updated, accurate, and current.
• Add and review all Opera notes to reflect guest preferences and important details.
• Coordinate and attend weekly VIP arrival meetings and prepare VIP arrival lists.
• Deliver personalized experiences through guest profile management and preference tracking.
• Ensure guest profiles are complete and updated for future visits, including individual profile data.
• Organize daily preparation lists for next-day arrivals and any special requests.
• Handle and manage riders, including VIP requests and entertainment setups.
• Maintain high attention to personalized recognition of repeat and high-value guests.
• Collaborate across departments to ensure consistent, elevated guest experiences.
• Perform other tasks and duties as assigned by management.

KNOWLEDGE, EXPERIENCE AND SKILLS:

• Bachelor’s degree in Hospitality or related field preferred.
• Minimum of 2 years of experience in luxury hospitality, front desk, guest relations, or concierge services.
• Proficiency in guest service platforms including Opera PMS, Alliants, and Microsoft Office Suite.
• Excellent verbal and written communication skills, with a guest-first mindset.
• Strong organizational skills and attention to detail; ability to multitask and prioritize effectively.
• Confidence in handling confidential guest information with discretion and professionalism.
• A proactive, solutions-driven approach with the ability to work both independently and as part of a team.
• Flexibility to work evenings, weekends, holidays, and extended shifts as required.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Ability to remain in a stationary position for extended periods.
• Capable of walking, standing, and navigating the property throughout the shift.
• Lift, carry, and transport items weighing up to 30 pounds as needed.
• Perform repetitive motions and handle physical activity associated with guest service roles.
• Adhere to all health, safety, and ergonomic protocols.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.