Front Desk Agent

Reporting to the Front of House Manager you will be responsible for welcoming and checking in hotel guests, introducing the hotel facilities and its accommodation. You will be in charge of establishing credit or payment method, arranging for luggage to be delivered to guest rooms, checking guests out of the hotel at the end of their stay, preparing and explaining guest bills, responding to a wide variety of guest requests, adding your personal recommendations and touches always ensuring guests receive the highest levels of service excellence.

What you will do:

• Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.
• Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, inhouse events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

What you bring:

• At least high school diploma
• At least three years of Front Desk experience in luxury hospitality operations.
• Cross cultural sensitivity, and customer service orientation
• A natural talent for ensuring our guests feel at home, excellent communication, interpersonal and relationship-building skills, and an exceptional attentive for detail.
• You must have fluency in English and Italian. A third European language would represent ad advantage.