Front Office Supervisor

**Role**: Front Office Supervisor

**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.

**Main Tasks**

We are looking for an ambitious, dedicated and service-oriented Front Office Supervisor 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).

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

Benefit:

- Buoni pasto
- Orario flessibile
- Supporto allo sviluppo professionale

Orario:

- Dal lunedì al venerdì
- Orario flessibile
- Turni
- Weekend

Tipi di retribuzione supplementare:

- Maggiorazione lavoro festivo
- Maggiorazione lavoro notturno
- Quattordicesima
- Straordinario
- Tredicesima

Esperienza:

- Shift Leader: 1 anno (Preferenziale)

Lingua:

- Inglese (Preferenziale)