Front Office Receptionist - Hotel Bellariva
Sede
Italia, Lombardia, Gardone Riviera
Settore:
Hotel/Turismo
Ruolo:
Customer Service
Data ultimo aggiornamento: 06/05/2026 2026-08-06
attività
Descrizione annuncio
Descrizione generale:Il candidato supporterà il team del front office nelle attività quotidiane di accoglienza e assistenza agli ospiti, contribuendo a garantire un servizio di altissimo livello in linea con gli standard di un hotel 5 stelle. Un'opportunità formativa che permette di acquisire competenze pratiche nell'ambito dell'hospitality di lusso.Responsabilità principali:Accogliere gli ospiti con professionalità, cortesia e discrezione.Supportare nelle procedure di check-in e check-out.Gestire le richieste degli ospiti, fornendo informazioni su servizi dell'hotel, attrazioni locali e trasporti.Rispondere alle chiamate telefoniche e alle email in modo tempestivo ed efficace.Collaborare con gli altri reparti (housekeeping, concierge, ristorazione) per garantire un'esperienza fluida agli ospiti.Tenere aggiornati i sistemi di gestione delle prenotazioni e i registri interni.Mantenere l'area della reception ordinata e professionale.Competenze richieste:Ottime capacità relazionali e comunicative.Conoscenza fluente dell'italiano e dell'inglese; la conoscenza di una terza lingua è considerata un plus.Cura della persona, standing professionale e attitudine al problem solving.Puntualità, affidabilità e discrezione.Conoscenze informatiche di base; familiarità con software gestionali alberghieri è un vantaggio.Formazione richiesta:Diploma o studi in ambito turistico, alberghiero o linguistico.Offerta:Ambiente elegante e professionale.Formazione continua e affiancamento costante da parte del team.Accesso a eventuali benefit previsti per lo staff (pasti, uniformi, etc.).
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As Front Desk Agent, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Front Desk Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
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* Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
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* Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
* Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
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* Comply with hotel security, fire regulations and all health and safety legislation
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Front Desk Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
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Job Overview:
Responsible for the accurate, courteous and efficient reservation, communication (PBX), check in and check out of hotel guests providing the highest level of personal service. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Using empowerment to make decisions that will ensure complete problem resolution, maintaining a strong and productive relationship with all departments of Bulgari Hotels & Resorts Milano; main responsibility is the maintenance and control of the hotel's room inventory on a day to day basis. This includes coordinating room assignments & controlling room inventory, organizing guestroom moves, controlling sell-out days, supervising upgrades and monitoring Interfaces. The GSA is also responsible for maintaining, implementing, recording guest preferences and their implementation to give our guests the most personalized service. By applying empowerment and making decisions complete problem resolution should be ensured at all times and a strong and productive relationship with all departments especially with the Bell and Doorman who are part of the Guest Services team. This relationship is key to the success of the Front of House operations functioning.
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Front desk and back office areas. Front Office is a focal point for all guest/visitor reception and inquiries.
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Qualifications:
- A College Degree or in the process of receiving one.
- Possess a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
- Ability to provide legible communication.
- Ability to compute basic mathematical calculations.
- Knowledge of computers.
Desirable:
1. Training in the hospitality industry.
2. Previous experience as a Front Office Receptionist in a luxury market.
3. Fluency in a second language.
4. Knowledge of Opera, Marsha, Mystique and Concierge Assistant.
Essential Skills:
- Must have a professional image and personality exuding confidence and leadership skills.
- Ability to smile at all times.
- Ability to remain stationary at an assigned post for an extended period of time.
- Ability to understand guest inquiries and provide responses.
- Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
- Ability to focus attention on guest needs, remaining calm and courteous.
- Ability to think clearly, quickly, maintains concentration and makes concise decisions.
- Ability to work well under the pressure of coordinating many requests at any given time.
- Ability to prioritize, organize and follow up.
- Ability two work well under the pressure of 50 arrivals/departures transactions within any given period of time.
- High attention to details.
- Ability to input and access data in a computer.
- Ability to ensure security of guestroom access.
- Ability to maintain confidentiality of all guest information and pertinent hotel data.
- Ability to perform job functions with minimal supervision.
- Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.
- Ability to resolve guest opportunities.
- Ability to work cohesively with other departments and co-workers as part of a team.
- Ability to be flexible as the job changes.
- Ability to work flexible hours, including weekends, holidays and evenings if necessary.
- Be an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one's workplace.
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1. Obtain assigned bank and ensure accuracy of contracted monies.
2. Meet with departing Front Desk Agent at the beginning of your shift as well as with incoming agent at the end of your shift to review business status, pass on all pertinent info and follow-up on items still to be resolved.
3. Attend daily line-up, maintain complete knowledge and comply with all hotel and departmental policies and procedures.
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6. Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
7. Adhere to and practice the Three Steps of Service at all times.
8. Set up work stations with necessary supplies & maintain cleanliness throughout shift.
9. Access all functions of computer systems according to established procedures and standards.
10. Responsible for clearing trace file and reading Log-book daily and ensuring all follow up is completed.
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d) Assign guestroom.
e) Advice guest of any messages, mail, faxes, etc, received for them.
f) Communicate services and amenities included in packages to guests on packages.
g) Obtain proper identification for tax exempt guests and attach form to registration card.
h) Obtain guest signature for designated paperwork.
i) Obtain Guest Relations to escort guest.
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13. Issue Safety deposit boxes to guests and ensure security of keys.
14. Answer all incoming calls within 3 rings and with a smile, using correct salutations and telephone etiquette:
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b) Offer detailed information on the voice mail system to callers and guest wishing to leave a message.
c) Accept and record wake-up call requests; deliver to PBX.
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16. Responsible for assigning CARE rooms in conjunction with Engineering and Housekeeping.
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19. Responsible for clearing wait lists in coordination with ERS
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g) Verify remaining blocks to ensure we're meeting the customers' needs and fill the holes in the matrix/ block the house.
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m) Responsible for orchestrating room moves.
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33. Responsible for completing the Credit Report.
34. Responsible for completing the Room Rate Variance Report.
35. Responsible for controlling and clearing PM accounts.
36. Handle requests for late checkouts according to established hotel procedures.
37. Process all check?outs according to established hotel requirements.
a) Present folio to guest and resolve and disputed charges.
b) Settle guest accounts following Accounting procedures.
c) Request guest comments on their stay.
d) Give all departing guests a fond farewell.
38. Process express checkouts throughout the shift.
39. Resolve any late charges.
40. Responsible for handling guest relocations & extending every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for ?walking? guests.
41. Conduct group check-ins/outs according to established hotel procedures.
42. Assist all departments /executives in obtaining appropriate information regar ding groups, inventory and guest information.
43. Make reservations for rooms.
44. Provide Tours of the Hotel and of guest rooms to anyone inquiring to do so.
45. Adhere to all cashiering procedures:
a) Process adjustment vouchers, paid-outs, miscellaneous charges.
b) Make change for guests.
c) Cash guests' personal checks/travelers checks.
d) Settle room accounts.
e) Run closing reports count bank at end of shift.
f) Complete designated cashier reports.
g) Balance receipts and ensure to have proper paper backup on all transactions, drop receipts and any cash at end of shift as needed.
h) Secure your bank.
i) Legibly document pertinent information in the logbook.
46. Perform any task assigned by any manager.
47. Successful completion of the training/certification process.
48. Cash handling tasks: handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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Si richiede disponibilità a lavorare anche su turni notturni.
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professionale.
Accesso al programma di Welfare Aziendale.
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Sede di lavoro: Milano
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