Front Office Agent
Con Esperienza

Descrizione della Posizione Lavorativa

Overall purpose: The Front Office Agent is part of a guest-focused reception team committed to creating exceptional stays before arrival, during the stay and after departure. The role requires a polished appearance, attention to detail and the ability to deliver personalised service that leaves a lasting impression.

Main responsibilities include:

• Process guest check-ins and check-outs, assign rooms, activate/reissue room keys and manage room changes or late check-out requests.
• Secure payments, process all payment types (including cashing personal and traveller's cheques), vouchers and paid-outs, and prepare cashier/closing reports.
• Verify and adjust billing, run daily reports (arrivals/departures), contingency lists and credit card authorisations; document exceptions and communicate as needed.
• Operate the telephone switchboard: answer, record and process guest calls, messages and requests; follow up to ensure satisfaction.
• Coordinate with Housekeeping to monitor room status and readiness for check-in and to report any guest concerns.
• Arrange transportation for guests and supply directions and local information.
• Manage cash bank at the beginning and end of shift and protect cash/key security; notify Loss Prevention/Security of any theft reports.
• Organise group check-ins/pre-registration, sell rooms to walk-in guests, handle overbooking by securing alternative accommodation, block rooms and perform duplicate reservation checks.
• Enter and locate information using property management/computer or POS systems; complete filing and documentation as required.
• Perform other reasonable duties requested by supervisors and comply with company policies, quality standards and confidentiality requirements.

Competencies

• Excellent communication skills
• Initiative and ability to anticipate guest needs
• Warm, people-oriented manner and positive, outgoing personality
• Team-first attitude, flexibility, problem-solving and multitasking ability

Qualifications & experience

• Fluent in Italian and English; additional languages are a plus.
• Good knowledge of front desk and guest services operations.
• Minimum 2 years' experience in a similar role in a comparable property with a significant number of rooms and meeting spaces.
• Proven track record of working on behalf of guests and collaborating with team members in a matrixed environment.

Additional expectations

• Maintain a clean, professional appearance and adhere to uniform and safety standards.
• Support and motivate colleagues, prepare accurate written documents and maintain positive working relationships.
• Be able to stand, sit or walk for extended periods and handle light physical tasks (lifting/placing items up to 10 pounds).

Requisiti

Fluent in Italian and English; minimum 2 years' experience in a similar front desk role in a comparable property; strong guest service and teamwork skills.