Front Office Agent

3 minuti fa

Aman Rosa Alpina San Cassiano Italy Aman Group A tempo pieno

Location Overview
Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy.

Guest assistants are responsible for checking-in and checking-out hotel guests in a friendly and caring manner according to the procedures and standards. At all times, guest assistants must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

Guest assistants report to the Front Office Manager or, in his/her absence, to the Assistant Front Office Manager.

MAIN DUTIES AND RESPONSIBILITIES:

  • Report to duty punctually wearing the correct uniform, clean and well pressed, and nametag, according to the grooming standards of the hotel.
  • Welcome guests with warm or cold washcloths according to season
  • Check in the arriving guests and check out the departing guests in a friendly and caring manner according to the standards.
  • Upon check in escort guests to the room and provide all necessary information about room facilities and amenities. If needed, assist guests in completing the registration cards.
  • Show the hotel common areas and outlets to guests.
  • Accommodate special requests whenever possible.
  • Use suggestive selling techniques to sell rooms and to promote other services of the hotel, including Spa and F&B Services.
  • Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
  • Handle all front office cashiers' transactions such as posting charges to guests and exchange foreign currency according to the procedures. At the end of shift, balance their cash float.
  • Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant person to handle.
  • Deal with guests' complaints and report them to FOM Manager or Duty Manager.
  • Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. Report to Engineering any breakage.
  • Keep themselves informed of product and service as well as the hotel daily and meeting activities. 
  • Possess a working knowledge of the room reservation procedures and handle room reservations via phone or email when Reservation Department is not available.
  • Answer all incoming calls, connect them to the extension required or provide information in an efficient and caring manner.
  • Reserve Spa treatments or handle restaurant reservations for guests. Assist guests in taxi reservations too, when the concierge is not available.
  • Assist Front Office Manager in training new staff members of the Front Office.
  • When Sales Assistant is not available, give assistance to clients of Boutique Giberto, handling invoices and deliveries
  • Maintain at any time the neatness of the working area.

QUALIFICATIONS

  • Previous experience in international 5* hotels
  • Fluent in Italian and English, both spoken and written. Any additional language is beneficial.
  • Excellent communication and guest interaction skills and proactive approach.
  • Working knowledge of Opera PMS is beneficial

BENEFITS

At Aman Group, we believe that our colleagues are at the core of our success. We offer a competitive benefits including exciting international career opportunities in a company that is expanding rapidly. We prioritise and support your career journey, making you feel valued, included and at home.

If you thrive in an ultra-luxury environment and are passionate about warm and personalised hospitality where every detail matters, we invite you to apply to join us on our journey.

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