Front Office Supervisor - Milano, Italia - Russotti Gestioni Hotels S.p.A.
Descrizione
At Russotti Gestioni Hotels Spa we are looking for a Front Office Supervisor to join ourMilan 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.
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 Responsabilities
- Maintains guest service as the driving philosophy of the hotel.
- Personally demonstrates a commitment to guest services in responding promptly to guest needs.
- Meets or exceeds hotel guest satisfaction measures.
- Ensures hotel standards and services contribute to the delivery of consistent guest service.
- Maintains a friendly, cheerful and courteous demeanour at all times.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
- Responds to telephone and inperson inquiries regarding reservations, hotel information and guest concerns.
- Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- 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 fourstar 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
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