BRIEF ROLE DESCRIPTION
The Front Office Agent is the heart of the guest experience at our 5-star hotel. You are the first and last person our guests see, setting the tone for their entire stay and leaving a lasting impression. This isn't just a desk job—it's about creating a seamless and luxurious journey for every person who walks through our doors.
MAIN DUTIES AND RESPONSIBILITIES
* Ensure that all guest preferences noted in the reservation are recorded and honoured.
* Collaborate with Housekeeping and Maintenance to ensure the guest room is ready for arrival.
* Welcome guests at check-in and check-out while adhering to service standards.
* Actively promote hotel services and amenities such as room upgrades, dining and SPA experiences
* Manage guest requests in person, via phone, or through email/WhatsApp.
* Respond to every guest need with courtesy and attention to detail.
* Stay updated on local attractions and provide information on hotel services.
* Actively collaborate with all departments to ensure a smooth and high-quality service.
* Demonstrate a collaborative attitude and a team-oriented approach, contributing to a positive and professional atmosphere.
* Precisely and carefully handle front office administrative tasks, including cash management and maintain guest records in compliance with GDPR.
* Be ambassador of our company values: Sustainability, Authenticity and Gracefulness
* Be willing to cover night shift once a month
* Your direct supervisor will assign you additional tasks as needed
REQUIREMENTS
* English: C1, italiano: C2. A third language is a plus
* Previous experience of at least 2 years in a similar role within a luxury hotel or resort is preferred
* References
* Proficiency in hotel management systems (i.E. Opera Cloud) and Microsoft Office Suite.
* Flexibility to work shifts, including evenings, weekends, nights and holidays.
OUR OFFER
* Fixed term working contract of 7 months as from June 2026 according to CCNL Settore Turismo (Federalberghi)
* 40 hours per week over 5 days with two rotating days off.
* Discount equal to 50% in our sister hotels' Restaurant
* Internal training on operational procedures and introduction to the Relais & Châteaux circuit.
* Training on Quality assessment and sector regulations.
* Welfare credit provided based on guest satisfaction.
* Company canteen.
* Uniform and uniform laundry service.
No lodging facilities
Workplace: Via Bolognese, 89 - Firenze