Front Office Agent F/M/X

Position Overview

Our Front Office Agents will be the first point of contact with the Hotel's Guests, greeting them always in a very polite and well-spoken manner and deal with all Front Office operations in the Hotel's continuing effort to deliver outstanding guest services.

Main Activities

Administering all Front Office operations such as guests’ welcome (arrivals/departures), room inventory and availability, communicating timely especially with Maintenance and Housekeeping colleagues according to the department’s SOPs.

• Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolving guest concerns.
• Managing inbound and outbound e-mails and administrative work.
• Reporting immediately every potential or lodged complaint to the Front Office Manager or to the Head of Concierge.
• Adopting up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Keeping high knowledge of Hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Completing audit procedures.
• Responding to emergencies, including medical incidents, fire alarms and any disturbances in a calm and efficient manner.
• Ensuring full and constant compliance with the Hotel standards and Health&Safety procedures.
• Collaborating with local law enforcement and emergency services when necessary.

• Experience as receptionist in luxury hotels with quality standards’ knowledge.
• Good proficiency in using hotel management softwares and MS Office.
• Bachelor’s degree in hospitality management or foreign languages is highly preferred.
• Advanced level of English and Italian; French confidence is a plus.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests and employees at all levels.
• Problem solving especially in high-pressure situations.
• Available for shifts during the weekends, holidays and nights in rotation.
• Legal right to work in Italy.

• A competitive salary package
• ALL - Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
• Learning & development: Opportunity to develop your talent and grow within your property and across the world! 

Our commitment to Diversity & Inclusion: 
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.