Job description
Mission: Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. They work alongside the team to meet and exceed customer service expectations.
What will you have to do?
• Personalize each guest's interaction by using their name during conversations.
• Be responsible for maintaining guest profiles to provide an accurate source of information on each guest’s needs and preferences, in compliance with local data regulations.
• Stay informed about potential VIPs arriving or visiting various hotel areas, ensuring they are welcomed and accompanied to their destination.
• Efficiently handle all front desk administrative tasks, ensuring guest account accuracy and proper billing/credit card processing in line with local charge limit regulations.
• Ensure all relevant information is promptly communicated to the front desk management team.
• Seek continuous improvement in personal knowledge and skills, actively engaging with leadership in creating best practices for the front desk.
• Maximize hotel sales and revenue by promoting upselling/cross-selling.
• Ensure guests receive a quick and efficient check-in and check-out process. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly.
• Be responsible for maintaining guest profiles to ensure an accurate source of information on each guest’s needs and preferences.
• Demonstrate the ability to work under supervision and maintain a courteous and helpful attitude toward both colleagues and guests, with strong communication skills, enthusiasm, and a willingness to learn.
• Have the ability to understand and exceed guest expectations and needs.
• Support, uphold, and enforce hotel service standards.
• Ensure that all guest inquiries or requests are handled politely and efficiently within an acceptable timeframe.
• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department.
What we are looking for:
• University degree or vocational training in Tourism, hotel management, or similar.
• Advanced in Italian and English.
• At least, one year of experience in the same role.
