Company Description
About Orient Express
About Orient Express Venezia at Palazzo Donà Giovanelli
Orient Express will open its second hotel in Italy at the exceptional in Venice. Architect and interior designer Aline Amar d’Amman, alongside her studio Culture in Architecture, has been entrusted to design and decorate the space. Venice, once the gateway to Constantinople and a mythical stop on the legendary Orient Express train – that opened its doors in 1919 with the completion of the Simplon tunnel linking Switzerland to Italy – will be the home of the second Orient Express hotel, set to open in 2026.
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.
Main activities
Administering 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 :
1. 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,
2. Managing inbound and outbound e-mails and administrative work,
3. Reporting immediately every potential or lodged complaint to the Front Office Manager or to the Head of Concierge,
4. Adopting up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue,
5. Keeping high knowledge of Hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events,
6. Completing audit procedures,
7. Responding to emergencies, including medical incidents, fire alarms and any disturbances in a calm and efficient manner,
8. Ensuring full and constant compliance with the Hotel standards and Health&Safety procedures,
9. Collaborating with local law enforcement and emergency services when necessary.
Qualifications
10. Experience as receptionist in structured hotels with standards’ knowledge,
11. Excellent communication and interpersonal skills, with the ability to interact effectively with guests and employees at all levels,
12. Problem solving especially in high-pressure situations,
13. Good proficiency in using hotel management softwares and MS Office,
14. Bachelor's degree in Hospitality Management or foreign languages is highly preferred,
15. Advanced level of English and Italian, and any extra european language.
16. Ability to communicate in Chinese, Arabic, or Russian is also valued.
17. Available for shifts during the weekends and holidays and some nights in rotation,
18. Legal right to work in Italy.
Additional Information
19. A competitive package (base salary and yearly bonus)
20. Medical Insurance, integrating Collective Labor Agreement one and extended to the family
21. Ticket Restaurant
22. Annual leave
23. ALL - Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
24. Learning & development: Opportunity to develop your talent and grow within your property and across the world!
25. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.