Front Office Shift Leader
Con Esperienza

Descrizione della Posizione Lavorativa

Position summary: Manage all front desk operations during your shift, including guest check-ins and check-outs, room assignments and changes, late check-outs, key activation/reissue and payment authorization. Ensure rates are applied correctly and exceptions are documented. Verify and correct billing as needed, communicate with colleagues when guests await a room, and advise guests about messages and hotel information. Follow up on guest calls and requests to guarantee satisfaction. Count and secure the cash bank at the start and end of the shift. Handle checks, vouchers, paid-outs and all payment methods. Notify Loss Prevention/Security of any theft reports. Assist management and support colleagues by working alongside them and mentoring when required.

Key responsibilities

• Safety & security: Report accidents or injuries immediately, follow safety and emergency procedures, stay alert to undesirable persons on premises and correct or report unsafe conditions.
• Policies & procedures: Protect guest and coworker privacy, maintain confidentiality of proprietary information, comply with company rules, and ensure uniform and appearance are professional.
• Guest relations: Welcome and acknowledge every guest warmly (use names when possible), anticipate and respond to needs, assist guests with disabilities, engage guests about services and local attractions, and thank guests on departure.
• Communication: Answer phones with proper etiquette, speak clearly and professionally, transfer calls appropriately, take messages, and use electronic communication tools to share information with colleagues.
• Teamwork: Support coworkers, handle sensitive matters with tact and confidentiality, build productive relationships across departments and help ensure proper coverage to deliver prompt service.
• Check-in / check-out: Confirm reservations, verify identity, secure payment before issuing keys, assign rooms per preferences, process express check-outs, resolve billing disputes, record late check-outs, coordinate with Housekeeping on room status, and file guest paperwork.
• Reports & recordkeeping: Run daily arrival/departure reports, contingency lists and credit-card authorization reports; check reports for accuracy and note special requests.
• Guest services & greeting: Provide directions and hotel information, explain room features and services, arrange transportation and follow up to ensure guest satisfaction.
• Cash handling & accounting: Count and secure the bank at start and end of shift, provide change, cash personal and traveler’s checks, balance and drop receipts per Accounting, and process adjustments and miscellaneous charges.
• Maintenance/security reporting: Alert Loss Prevention/Security about any theft reports and cooperate on safety matters.

Critical competencies

• Problem solving and decision-making
• Computer and reservation system skills
• Telephone etiquette and clear verbal communication
• Teamwork, diversity awareness and customer service orientation
• Dependability, integrity, professional presentation and positive demeanour
• Adaptability, stress tolerance, initiative and multitasking ability

Preferred qualifications

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

Language

Italian required. English proficiency is expected for effective guest communication.

Benefits for employees

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

Requisiti

High school diploma / G.E.D. equivalent. Italian language required; English proficiency expected. Ability to follow company policies and safety procedures and to work shifts including handling cash and sensitive guest information.