Shift Leader

We are looking for a proactive, hands-on, and guest-focused Front Office Shift Leader to oversee front office operations during assigned shifts at Thompson Hyatt Rome . This role is key to ensuring operational excellence, leading the front office team on shift, and delivering seamless, memorable guest experiences in line with the Thompson brand. The ideal candidate has previous experience in a 5-star luxury hotel environment , demonstrates strong leadership and communication skills, and thrives in a fast-paced, lifestyle hospitality setting. The Front Office Shift Leader is responsible for supervising front office activities during assigned shifts, supporting team members, and acting as a key point of contact for both guests and management. This role ensures service consistency, operational efficiency, and a positive team culture while maintaining the highest standards of guest satisfaction. Responsibilities Administration Supervise front office operations during assigned shifts, ensuring full compliance with hotel policies and procedures. Maintain accurate records of daily operations, guest feedback, and team performance. Support the development of shift schedules and manage staffing levels to meet operational needs. Ensure clear and effective communication between team members and management. Customer Service Ensure all front office team members deliver exemplary service in line with the hotel's brand standards. Handle guest inquiries, special requests, and complaints promptly, professionally, and effectively. Engage with guests to gather feedback and continuously enhance service delivery. Financial Support departmental budget management and cost control during assigned shifts. Monitor revenue performance and report any variances, suggesting strategies to optimize profitability. Ensure accurate handling of cash, billing, and payment transactions by front office staff. Operations Oversee daily front office operations to ensure consistency, quality, and operational efficiency. Conduct regular inspections of the front office area to maintain high standards of cleanliness and presentation. Stay informed about hotel services, promotions, and local attractions to provide accurate and personalized information to guests. People & Talent Development Lead, motivate, and support front office team members, fostering high performance and engagement. Assist in training new hires, ensuring full understanding of brand standards and operational procedures. Promote a positive, collaborative team culture through open communication and teamwork. The Front Office Shift Leader embodies the core values of Thompson Hyatt Rome through: Initiative : proactively identifying opportunities to improve service delivery and operational processes. Teamwork : fostering collaboration and mutual support within the team to enhance the guest experience. Communication : maintaining clear, open, and professional communication with colleagues and management. Guest Focus : consistently prioritizing guest needs to deliver memorable and personalized experiences. Qualifications & Skills Previous experience as a Front Office Shift Leader, Senior Front Desk Agent, or similar role in a 5-star luxury hotel environment. Strong leadership skills with the ability to manage and support teams during operational shifts. Excellent customer service orientation and problem-solving abilities. Strong verbal and written communication skills in Italian . Proficiency in English is required; additional foreign languages are considered a plus. Ability to remain calm, organized, and effective in a fast-paced environment. Thompson Hyatt Rome is committed to fostering an inclusive and diverse workplace. We encourage applications from all qualified candidates regardless of gender, age, nationality, ethnicity, disability, sexual orientation, religion, or background. Diversity and inclusion are fundamental to our culture and success.