Front Office Shift Leader Milano

Front Office Shift Leader
Milano
Lombardia, Milano

Role**: Front Office Shift Leader

**Reports to**: Front Office Manager

**Property**: Duo Milan Porta Nuova, Tribute Portfolio

**Company Profile

- Duo Milan Porta Nuova, Tribute Portfolio is a 4-star, 239 rooms, including 11 suites, all completely renovated with bright colours and unexpected details.

In addition, the Hotel has a Bistrot with Italian and international cuisine, a Bar and a Courtyard for informal meetings or relaxing breaks, a fully equipped fitness centre and 5 meeting rooms.

- The property is part of Marriott International which is the world's largest hotel brand and Westmont Hospitality Group.

- The hotel has just been renovated and has undergone a complete rebranding becoming the second Marriott Tribute Portfolio in Italy.

**Main Tasks

We are looking for an ambitious, dedicated and service-oriented Front Office Shift Leader to join the team at Duo Milan Porta Nuova, Tribute Portfolio and more specifically you will be:

**Maintaining Guest Services and Front Desk Goals

- Works at the Front Desk alongside the Team to supervise day-to-day operations, ensuring quality standards and guest expectations are met and exceeded.

- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

- Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

**Supervises the Front Desk Team

- Utilizes interpersonal and communication skills to lead, influence, and encourage others; demonstrates honesty/integrity; leads by example.

- Encourages and building mutual trust, respect, and cooperation among team members.

- Serving as a role model to demonstrate appropriate behaviours.

- Supervises employees and all day-to-day operations.

**Ensuring Exceptional Customer Service

- Provides services that are above and beyond for customer satisfaction and retention.

- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

- Responds to and handles guest problems and complaints.

- Empowers employees to provide excellent customer service.

- Observes service behaviours of employees and provides feedback to individuals.

- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

**Managing Projects and Policies

- Monitors the customer recognition/service program, communicating and ensuring the process

- Trains staff and monitors adherence to all credit policies and procedures

- Supervises same day selling procedures to maximize room revenue and control property occupancy

- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures

**What we are looking for

- Service focused personality is essential and guest-oriented approach

- Previous experience in a similar leadership role is an asset

- Strong interpersonal and problem-solving abilities and the ability to lead by example

- Great communication skills

- Excellent level of written and spoken Italian and English (B2-C1 level).

Type of Contract: Fixed-Term Contract/Full-Time

The selection is aimed at both sexes in accordance with Law 903 / 77.

Send Curriculum Vitae with photo and authorization for data processing in accordance with Art.

13 D. Lgs.

196/2003 and Art.

13 GDPR 679/16.

Contratto di lavoro: Tempo pieno

Stipendio: a partire da €26. 000, 00 all'anno

Benefit:

- Buoni pasto

- Orario flessibile

- Supporto allo sviluppo professionale

Orario:

- Orario flessibile

Tipi di retribuzione supplementare:

- Quattordicesima

- Tredicesima