Front Office Shift Leader Lazio

Front Office Shift Leader
Roma
Lazio, Lazio

Job title: Front Office Shift Leader

**Reports directly to**: Front Office Manager

**Direct Reports**: Front Office Department

Overall Job PurposeFront Office Shift Leader will supervise the shift and team and ensure process of all guest check-ins by confirming reservations, assigning room, and issuing and activating room key; process of all payment types such as room charges, cash, checks, debit, or credit; process of all checkouts including resolving any late and disputed charges. Position works with manager and employees to carry out procedures ensuring an efficient check in and check out process.

Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Competencies

- Excellent Communication Skills

- Initiative and the Anticipation of needs

- Customer service-oriented

- Attention to detail

- Problem solver

- Positive approach

Qualifications, Skills & Experience

- Fluent in both Italian and English.

Knowledge of additional languages is a plus

- Strong understanding of front desk, guest services

- Affinity with a more refined lifestyle

Education and Experience

Minimum 2-year experience in similar role in comparable property with sizeable rooms and meeting spaces.

Preferred:

- Has demonstrated the ability to always work on behalf of Guests

- Has demonstrated the ability to work with other Team Members

- Successful track record of working in a collaborative/matrixed environment

Principal Accountabilities

Maintaining Guest Services and Front Desk Goals

- Organize and coordinate group check-in/pre-registration procedures.

- Sell rooms/accommodations to guests without reservations.

- Anticipate sold-out situations, identify how many rooms are over-committed; obtain alternative accommodations for guests with reservations.

- Block rooms in the computer, identify designated requirements.

- Perform duplicate reservation checks.

- Run and check daily reports/contingency lists.

- Supply guests with directions and information.

- Answer, record, and process all guest, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction.

- Coordinate with Housekeeping to track readiness of rooms for check-in.

- Count and secure bank at beginning and end of shift.

- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

- Complete designated cashier and closing reports in the computer system.

- Balance and drop receipts according to accounting specifications.

- Issue safe deposit boxes.

- Arrange transportation for guests/visitors.

- Process all payment types, vouchers, paid-outs, charges, and provide change.

- Welcome and acknowledge guests according to company standards.

- Anticipate and address guests' service needs.

- Assist individuals with disabilities.

- Thank guests with genuine appreciation.

- Speak using clear and professional language.

- Answer telephones using appropriate etiquette.

- Identify and recommend new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.

- Stand, sit, or walk for an extended period.

- Enter and locate information using computers/POS systems.

Additional Responsibilities

- Assist management in motivating and coaching employees; serve as a departmental role model.

- Support team to reach common goals.

- Follow company policies and procedures

- Report accidents, injuries, and unsafe work conditions to manager

- Ensure uniform and personal appearance are clean and professional

- Maintain confidentiality of proprietary information; protect company assets.

- Prepare/review written documents accurately and completely.

- Develop and maintain positive working relationships.

- Ensure adherence to quality standards.

Contratto di lavoro: Tempo pieno

Stipendio: a partire da €1. 250, 00 al mese

Benefit:

- Assicurazione sanitaria

- Mensa aziendale

- Supporto allo sviluppo professionale

Orario:

- Festivo

- Straordinari

- Turni

- Weekend

Tipi di retribuzione supplementare:

- Maggiorazione lavoro notturno

- Quattordicesima

- Straordinario

- Tredicesima

Esperienza:

- Shift Leader in Marriott: 1 anno (Preferenziale)