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
- 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
- Available for shifts during the weekends and holidays and some nights in rotation
- Legal right to work in Italy
Additional Information
- 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.
