Guest Experience Supervisor - Front Desk Shift Leader

About This Role

Supervise front desk operations at a luxury hotel, ensuring excellent guest service, managing daily administrative and financial tasks, and leading a team during a specific shift.

Responsibilities

• Oversee front desk operations during assigned shifts, supervising staff and handling customer issues.
• Process guest check-ins, confirm reservations, assign rooms, and issue/activate room keys.
• Handle all payment types, including room charges, cash, checks, debit, or credit, and set up accurate guest accounts.
• Manage cash operations, including counting the bank at the beginning and end of shifts and balancing receipts.
• Coordinate with other departments (e.g., Concierge, Housekeeping) to resolve guest requests and problems.
• Assist management in hiring, training, scheduling, evaluating, disciplining, motivating, and coaching employees.
• Act as a role model and first point of contact for employee concerns under the Open Door Policy.
• Ensure adherence to company policies, procedures, and quality standards, maintaining a professional appearance.
• Report accidents, injuries, and unsafe work conditions to management.

Requirements

• Legal right to work in Italy with a valid work permit for a full-time role (40 hours/week)
• Fluent in English and Italian
• Previous Front Office experience in luxury Hotels (at least 3 years)
• Knowledge of Opera (software)

Qualifications

• 3+ years of Front Office experience in luxury Hotels

Nice to Have

• Great storytelling skills
• Warm, people-oriented demeanor and a team-first attitude
• Positive outlook and outgoing personality
• Flexibility, problem-solving skills and multi-tasking ability

Skills

* Required skills