Front Office Supervisor / Milan Marriott Hotel a Milano | Russotti Gestioni Hotels S.p.A. Lavor[...]

Business Unit: Front Office

Location: Italy/Milan

At Russotti Gestioni Hotels Spa, we are looking for a Front Office Supervisor to join our Milan Marriott Hotel team!

Job Summary
Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Front Office Supervisors lead and perform all front desk duties including check-ins, checkouts, reservations, guest phone messages, and special requests. Supervisors ensure that guests experience a great stay. This position requires diplomatic skills and the ability to deal with people from different cultures and backgrounds. If you enjoy engaging with others, leading a team, and have a winning personality and high sense of responsibility, this role is perfect for you!

Duties and Responsibilities

1. Maintains guest service as the driving philosophy of the hotel.
2. Personally demonstrates a commitment to guest services in responding promptly to guest needs.
3. Meets or exceeds hotel guest satisfaction measures.
4. Ensures hotel standards and services contribute to the delivery of consistent guest service.
5. Maintains a friendly, cheerful, and courteous demeanor at all times.
6. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
7. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
8. Uses suggestive selling techniques to sell room nights, increase occupancy, and revenue.
9. Supervises daily shift process ensuring all team members adhere to standard operating procedures.
10. Trains, directs the work of, resolves issues/problems, and coaches and counsels the front desk team members to ensure a quality operation.
11. Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
12. Maintains a positive, cooperative work environment between staff and management.

Requirements

• Hospitality Management Bachelor Degree or equivalent in any related field such as Administration or Tourism Management.
• C2 level or above, good at oral and written English.
• 3 years’ experience in a front office position, preferably in a four-star international hotel.
• Problem solving & decision making.
• Adaptability/flexibility.
• Concern for quality.
• Results oriented.
• Teamwork/cooperation.
• Cross-cultural sensitivity.
• Customer service orientation.
• Stress management.
• Enthusiastic and pleasant personality.
• Proficiency in Microsoft Office software: Word, Excel, and PowerPoint.
• Knowledge of Fidelio/Opera.

Please send your CV, accompanied by photos and authorization for the processing of personal data pursuant to the General Data Protection Regulation EU 2016/679.