Descrizione della Posizione Lavorativa

At the historic St. Regis Rome we are seeking a Front Office Shift Leader to manage front desk operations during assigned shifts and to act as a role model for the team by working alongside colleagues while performing technical and functional tasks.

Position summary

Main responsibilities include processing guest check-ins and check-outs, assigning and changing rooms, handling late check-outs, securing payments and issuing or reissuing room keys. The Shift Leader ensures rates are in line with market codes, documents exceptions, verifies and adjusts guest billing, and notifies appropriate staff when guests are waiting for available rooms. The role also involves answering and following up on guest calls, requests and complaints to ensure guest satisfaction.

Critical tasks

• Check-in / Check-out: Confirm reservations, verify guest identity, request payment, assign rooms, issue keys, process express check-outs, resolve disputed charges and set up accurate guest accounts (separate room/tax/incidentals, comps, etc.).
• Room coordination: Track room status, communicate with Housekeeping about readiness and guest concerns, clear departures in the system, and review/approve late check-out requests according to occupancy.
• Cash and payments: Count and secure the bank at shift start and end, cash personal and traveler checks, process charges, vouchers and paid-outs, provide change, balance and drop receipts per Accounting rules, and run credit card authorization reports.
• Reporting & recordkeeping: Run daily arrival/departure reports, print contingency lists for emergencies, check reports for accuracy and file guest paperwork.
• Guest communications: Provide directions and information about hotel services and local attractions, advise guests of messages, operate the telephone switchboard, and assist with transportation arrangements.
• Safety & security: Follow property procedures for emergencies, report accidents or unsafe conditions, maintain awareness of undesirable persons on premises, and notify Loss Prevention/Security of any theft reports.

Guest relations, communication & teamwork

• Welcome and acknowledge every guest with a friendly greeting and, when possible, by name. Anticipate and address service needs, assist guests with disabilities, and thank guests on departure.
• Answer telephones with appropriate etiquette (within three rings, polite tone, use of caller's name, proper transferring and message taking) and use clear, professional language when speaking with guests and coworkers.
• Support and develop positive working relationships with colleagues, handle sensitive issues with tact and confidentiality, and assist other employees to ensure proper coverage and prompt service.

Policies, procedures & quality

• Protect guest and coworker privacy and maintain confidentiality of proprietary information.
• Adhere to company and department policies, ensure uniforms and personal appearance are professional and hygienic, and protect company assets.
• Comply with quality assurance standards and perform other reasonable duties as requested by managers or supervisors.

Competencies

• Problem solving, decision-making and computer skills.
• Customer service orientation, teamwork, diversity relations and strong interpersonal skills.
• Listening, telephone etiquette and English language proficiency.
• Dependability, integrity, positive presentation, adaptability, stress tolerance, initiative and multi-tasking.

Preferred qualifications

Education: High school diploma / G.E.D. equivalent.

Benefits

• Discounts on hotel rooms, gift shop items and food & beverage across the company.
• Learning and development opportunities online, on-the-job and in-class.
• Charity events and wellbeing activities through the TakeCare program.
• Experienced management, motivated and engaging colleagues.
• Canteen service and uniform provided.

Marriott International is an equal opportunity employer committed to inclusion and non-discrimination, welcoming candidates of diverse backgrounds and experiences.

Requisiti

High school diploma/G.E.D. equivalent; Italian language required; ability to stand, sit or walk for extended periods; ability to handle cash, operate phone and reservation systems; maintain professional appearance and confidentiality.