Front Office Agent
Con Esperienza

Descrizione della Posizione Lavorativa

Overall purpose

The Front Office Agent will be part of a guest-focused reception team, committed to ensuring excellent stays from pre-arrival through post-departure. They present a polished image, provide personalised attention and handle all front desk duties with care. Core tasks include processing check-ins and check-outs, answering guest enquiries and requests, and ensuring cash and key security.

Competencies

• Excellent communication skills
• Initiative and the ability to anticipate guests' needs
• A warm, people-oriented manner
• Team-first attitude
• Flexibility, problem-solving and multi-tasking ability
• Positive and outgoing personality

Qualifications, skills and experience

Candidates must be fluent in Italian and English; knowledge of additional languages is a plus. They should have a solid understanding of front desk and guest services operations, strong conversational abilities and be able to work effectively as part of a team. Minimum 2 years' experience in a similar position at a comparable property with a significant number of rooms and meeting spaces is required.

Principal accountabilities

1. Process all guest check-ins and check-outs, assign rooms, manage room changes and late check-outs; secure payments and issue or reissue room keys.
2. Ensure rates and market codes are correct, record exceptions and verify/adjust guest billing when necessary.
3. Coordinate with Housekeeping to track room status and to report guest concerns; notify staff when rooms become available.
4. Receive and handle guest messages; answer, record and follow up on all guest calls, requests, questions or complaints to ensure satisfaction.
5. Provide guests with directions and local information; arrange transport when required.
6. Operate telephone switchboard and run daily operational reports, contingency lists and credit card authorisation reports.
7. Count and secure the bank at the beginning and end of each shift; process cash, cheques, vouchers, paid-outs and room charges, provide change and complete cashier/closing reports.
8. Notify Loss Prevention/Security about any theft reports and protect company assets; maintain confidentiality of proprietary information.
9. Manage group check-in and pre-registration procedures and sell rooms to walk-in guests when applicable.
10. Anticipate sold-out situations, identify over-commitments and find alternative accommodation for affected guests.
11. Block rooms in the system according to requirements, perform duplicate reservation checks and confirm reservations/cancellations; run daily arrival/departure lists and identify special requests.
12. Issue safe deposit boxes and perform all required reporting and accounting drops following procedures.
13. Comply with company policies and quality assurance standards; maintain a professional uniform and appearance.
14. Assist guests with disabilities and thank guests with genuine appreciation when they depart.
15. Use computers and POS systems to enter and locate information.
16. Perform other reasonable duties as requested by supervisors.
17. Be able to stand, sit or walk for extended periods and move objects up to 10 pounds as part of normal duties.

Additional responsibilities

• Support and motivate colleagues, acting as a departmental role model.
• Help the team reach shared objectives and develop positive working relationships.
• Report accidents, injuries and unsafe conditions to management.
• Prepare and review written documents accurately and ensure adherence to company procedures and quality standards.

Requisiti

Minimum 2 years' experience in a similar role at a comparable property; fluent in Italian and English; strong front desk and guest service knowledge; good teamwork and conversational skills.