Job Description
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.
Responsibilities
* Administer all Front Office operations such as guests’ registration (check-in/check-out), room inventory and availability, communicating timely especially with Maintenance and Housekeeping colleagues according to the Hotel’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.
Qualifications
* Experience as receptionist in structured hotels with standards’ knowledge.
* 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.
* 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, and any extra European language.
* Ability to communicate in Chinese, Arabic, or Russian is also valued.
* Availability for shifts during the weekends and holidays and some nights in rotation.
* Legal right to work in Italy.
Benefits
* A competitive package (base salary and yearly bonus).
* Medical Insurance, integrating Collective Labor Agreement one and extended to the family.
* Ticket Restaurant.
* Annual leave.
* 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.
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