Front Office Shift Leader

**Additional Information**
**Job Number**25079327
**Job Category**Rooms & Guest Services Operations
**Location**The St. Regis Rome, Via Vittorio E. Orlando, 3, Rome, Città Metropolitana di Roma, Italy, 185
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

At the historical St. Regis Rome we are looking for a Front Office Shift Leader.

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Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft. Assist Management and serve as a departmental role model or mentor by working alongside employees during the shift to perform technical or functional job duties.

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. 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. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Managers/Supervisors.

**CRITICAL TASKS**

**Safety and Security**
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Maintain awareness of undesirable persons on property premises.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

**Policies and Procedures**
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.

**Guest Relations**
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Thank guests with genuine appreciation and provide a fond farewell.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Assist other employees to ensure proper coverage and prompt guest service.

**Communication**
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on h