Resort Host - Italy

Job Introduction

Saga is Britain’s most experienced specialist Tour Operator for holidaymakers who are aged 50 years and over.

At Saga, our people are our business. Within our travel and cruise businesses we believe that if you are going to do it, do it properly. That is why we offer opportunities that match our vision, to inspire and enable possibilities.

In this role, you will ensure all Saga guests have a pleasurable experience by providing first class customer service. As a Saga Resort Host you'll take pride in being the face of Saga and will be the main contact for customers at all time throughout their stay.   You will ensure your guests receive a warm welcome and personal dedicated service throughout their stay – leaving us as a friend.  It is vital that you maintain a good working relationship with our suppliers as well as liaising closely with various departments at Saga Head Office. You'll bring excellent communication skills, including spoken Italian.

Role Responsibility

Your role as our dedicated in-house Saga Host is to enhance the holiday experience of our guests and ensure they have a truly memorable holiday. You'll go that extra mile to take care of all the little details from the moment your guests arrive at the hotel and you'll provide a warm welcome and a personal dedicated service throughout your stay.     

• Customer service – ensure that all Saga customers enjoy a safe and pleasurable holiday by providing exceptional customer service and being customer obsessed
• Ensure the hotel is ready for our guests’ arrival – ensuring that everything is in place – including specific requests
• Meet and greet customers at airport arrivals and departures
• See in new arrivals to your hotel seamlessly and ensure that guests’ departure runs smoothly ensuring all details are taken care of
• Prepare and present a welcome meeting
• Achieve optional excursion sales and service targets
• Lead an orientation walk of the local area
• Confirm coaches, guides and bookings for included excursions
• Assist customers with printing of boarding cards
• Complete all reports in a timely and accurate manner
• Sales & expenditure accounting
• Ensure the programme runs as advertised in the brochure and detailed in the customer itinerary
• Create and run weekly activity planner for customers in liaison with the hotel
• Be proactive in facilitating a social atmosphere between all customers
• Be the specialist of your area – organise and run local authentic experience programmes for your guests as directed by your Manager
• Use a tablet device (IPAD or similar) to assist in the operation where supplied
• Handle customer complaints – if a guest has cause to complain - you must act promptly and take all reasonable steps to rectify matters
• Assist with guest illness, death, repatriation and liaise with insurance company and head office
• Maintaining strong relationships with hotel to ensure good service levels are maintained - based on questionnaire results and feedback from guests whilst in resort
• Guiding excursions in Italy
• Keeping your Saga lounge (if applicable) tidy and welcoming for all guests
• Ensure all Saga branding is up to date and presentable
• Adhere to all company policies, procedures and guidelines as directed by your Manager and in the Manual

The Ideal Candidate

Capability, Knowledge and Experience:

• Ability to identify potential issues and resolve any problems before the customer is even aware
• Can work as a member of a team and on own initiative 
• Decision-making skills
• Excellent communication skills. 
• Proven customer service experience 
• Spoken Italian language - Essential
• Presentation skills, with public speaking experience
• Previous experience as a Resort Representative preferred

Education and Qualifications:

• Due to the nature of the role, a reasonable level of maths and IT is required and will be assessed.

Personal Characteristics:

• Caring nature
• Innovative – always looking for new ways to improve
• Flexible approach to work
• Organised
• Confident
• Good sense of humour

Package Description

Employment will only be offered on a fixed term contract. Continued employment will be subject to the needs of the business.

Accommodation will be provided in resort.

About the Company

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. 

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.

Learn more about the Saga business by watching our Saga plc results for the financial year 2018/2019

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

Saga Group