Descrizione della Posizione Lavorativa

Overall purpose: The Front Office Agent is a guest-focused professional who contributes to exceptional stays by delivering polished, attentive service before arrival, during the stay and after departure. The role requires a neat, professional appearance and a dedication to personalised guest care.

Key responsibilities

• Guest arrivals and departures: Process check-ins and check-outs, assign rooms, activate/reissue room keys, handle room changes and late check-outs, and confirm reservations and cancellations.
• Payments and cashiering: Secure payments, process all payment types and vouchers, cash guests' cheques, handle paid-outs and charges, provide change, complete cashier and closing reports, balance receipts and perform bank drops.
• Guest communication and service: Answer, record and follow up on all guest calls, requests, messages and enquiries; supply guests with directions and local information; arrange transport for guests/visitors; assist guests with disabilities and ensure guests are thanked with genuine appreciation.
• Coordination with operations: Liaise with Housekeeping to track room status and readiness for check-in, file guest paperwork, report guest concerns, and coordinate when rooms become available.
• Reporting and administration: Run and check daily reports, contingency lists and credit card authorisation reports; clear departures in the system; perform duplicate reservation checks and block rooms as required.
• Security and loss prevention: Maintain cash and key control, notify Loss Prevention/Security of any theft reports, and protect company assets and confidential information.
• Sales and problem-solving: Sell rooms to guests without reservations, anticipate sold-out situations and secure alternative accommodation when necessary, and resolve disputed charges.
• Other duties: Operate the telephone switchboard, issue safe deposit boxes, identify improvements to efficiency and quality, stand/walk for extended periods and move light objects as required, and perform other reasonable duties requested by supervisors.

Additional responsibilities

• Support and motivate team members; act as a departmental role model and help the team reach common goals.
• Follow company policies and procedures, report accidents or unsafe conditions, and ensure uniform and personal appearance are clean and professional.
• Prepare and review documents accurately and maintain positive working relationships while complying with quality assurance standards.

Qualifications & competencies

• Languages: Fluent in Italian and English. Knowledge of additional languages is a plus.
• Experience: Minimum 2 years in a similar role at a comparable property with a significant number of rooms and meeting spaces.
• Competencies: Excellent communication, initiative and anticipation of guest needs, warm and people-oriented manner, team-first attitude, flexibility, problem-solving and multi-tasking ability, positive and outgoing personality.
• Technical skills: Strong understanding of front desk and guest services operations, experience with reservation and POS/computer systems, and ability to run daily operational and financial reports.

Requisiti

Fluent Italian and English; minimum 2 years' experience in a similar front office role at a comparable property; strong guest-service orientation and ability to work well in a team; familiarity with front desk systems, payments and reporting.