Front Office Agent
Con Esperienza

Descrizione della Posizione Lavorativa

Purpose: The Front Office Agent is part of a guest-focused reception team committed to delivering outstanding stays from pre-arrival through departure. The role requires a polished, professional presence and personalised attention to impress each guest.

Principal responsibilities

• Handle all guest check-ins and check-outs, assign rooms, activate/reissue keys and manage room changes and late check-outs.
• Secure payments and verify bills; process all payment types, vouchers, paid-outs and provide change when required.
• Operate telephone switchboard: answer, record and manage all guest calls, messages, requests and enquiries, ensuring follow-up to guests’ satisfaction.
• Coordinate with Housekeeping to track room status and readiness for arrivals and report any guest concerns.
• Run and check daily reports, contingency lists and credit card authorisation reports; prepare cashier and closing reports and balance/drop receipts per accounting procedures.
• Count and secure the bank at the beginning and end of each shift; notify Loss Prevention/Security of any theft reports.
• Provide guests with directions, local information and arrange transportation for guests/visitors.
• Confirm reservations and cancellations; perform duplicate reservation checks and block rooms in the system when necessary.
• Sell rooms to walk-in guests and manage group check-in / pre-registration procedures.
• Anticipate sold-out situations, identify over-commitments and find alternative accommodation for affected guests.
• Issue safe deposit boxes and manage key/cash security and control.
• Enter and retrieve information using hotel computer/POS/reservation systems.

Operational and quality duties

• Follow company policies and procedures; report accidents, injuries and unsafe work conditions to management.
• Maintain a clean, professional uniform and appearance and preserve confidentiality of proprietary information.
• Welcome and acknowledge guests according to company standards, assist guests with disabilities and express genuine appreciation when they depart.
• Identify opportunities to improve organisational efficiency, productivity, quality, safety and cost-savings.
• Be prepared to stand, sit or walk for extended periods and to lift/move items up to 10 pounds as required.
• Perform other reasonable duties as requested by supervisors.

Requirements

• Minimum two years' experience in a similar role at a comparable property with substantial room inventory and meeting spaces.
• Fluent in Italian and English; knowledge of additional languages is a plus.
• Strong understanding of front desk and guest services operations, billing and reservations systems.

Competencies and profile

• Excellent communication skills and great conversational ability.
• Initiative, anticipation of guest needs and a warm, people-oriented demeanour.
• Team-first attitude, flexibility, problem-solving skills and ability to multitask.
• Positive, outgoing personality and proven capability to work collaboratively in a matrixed environment.

Additional responsibilities

• Assist management in motivating and coaching staff and act as a departmental role model.
• Support the team to reach common goals and ensure adherence to quality assurance standards.
• Prepare and review written documents accurately and maintain positive working relationships across departments.

Requisiti

Minimum 2 years' experience in a similar role at a comparable property; fluent in Italian and English (additional languages a plus); strong front desk and guest services knowledge.