Front Office Agent

Accor Hotels; Roma; In loco; EUR 22.000 - 30.000; Tempo pieno

Descrizione del lavoro

Accor Hotels is seeking a Front Desk Agent to create a welcoming atmosphere for guests at Mama Shelter in Rome. The successful candidate will excel in customer service, managing guest check-ins and check-outs, and ensuring a memorable stay. Responsibilities also include marketing hotel services and maintaining communication with management to ensure guest satisfaction.

Competenze

• Detail-oriented with strong customer service skills.
• Ability to manage stress and multiple tasks.
• Good team player who values confidentiality.

Mansioni

• Welcome guests and ensure their stay is comfortable.
• Handle check-ins, check-outs, and manage customer requests.
• Promote hotel's services and manage cash transactions.

Conoscenze

Attention to detail

Friendliness

Team spirit

Customer service

Multitasking

Strumenti

PMS systems (Protel, Opera)

Descrizione del lavoro

Company Description

Founded in 2008 by Serge Triganò and his children Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a place where you can stage your daily life.

It features unconventional locations where everyone feels at home, born from a mix of influences, freedom, sensations, and emotions. Each Mama tells the story of its city, blending all influences. We offer our guests a joyful atmosphere and exceptional service at an accessible price. More than just rooms and restaurants, Mama Shelter is a continuous movement, a vibrant atmosphere: a true urban refuge that is modern, popular, welcoming, and sexy. Whatever the reason, we are all here to make the customer experience as unforgettable as possible.

Our mission? To bring small moments of happiness to people.

Our growth allows us to offer fantastic development opportunities for our team members through internal promotions and international growth, based on skills and potential rather than just diplomas or years of experience!

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, established in 2021.

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Our commitment to diversity and inclusion:
Mama is an inclusive company, and our ambition is to recruit and promote diverse talents. Our advertisements are gender-neutral; here, the masculine form is used for simplicity.

Job Description

THE MISSION?
As they say, a good first impression lasts forever — and luckily, you are the first person our customers meet. No need to worry; they’re in good hands with you.
You are responsible for welcoming our guests and monitoring their stay at all times of the day.
Like Mama, you provide all elements of a personalized and warm welcome: preparing for arrivals, check-in & check-out for individuals and groups, handling last-minute reservations, managing the switchboard, processing customer requests...
To ensure quality customer follow-up, you communicate all relevant information back to your management team (complaints, comments, feedback...).
You manage and are responsible for your cash bank; you also verify all existing accounts.
You prepare, process, and follow up on customer invoices.
Involved in marketing Mama’s services, you enjoy promoting our shop (sales and merchandising of products), restaurant, and events.
Using your writing skills, you creatively write on mirrors and/or elevator doors with useful information and nearby activities for our guests to enjoy.
Your goal is to ensure the customer experience is perfect and to guarantee it.

Qualifications

MADE FOR YOU? ONLY IF...
• Details matter to you, and nothing is missing thanks to your anticipation!
• You are attentive and friendly, overflowing with kindness.
• You are versatile and a bit of a seller.
• You can manage pressure and stress — Master Yoda would be proud.
• Confidentiality is important to you: what happens at Mama stays at Mama.
• You are warm; each customer has your attention upon arrival.
• You have team spirit; your colleagues can count on you.
• You know how to handle priority management scenarios, such as handling multiple urgent situations simultaneously.

Additional Information

YOUR LITTLE EXTRAS:
- For you, The Shining is not only a horror film but also a movie about a hotel.
- You master PMS systems like Protel or Opera.
- Your style is offbeat but not intimidating for kids.
- Your dream of speaking a third language remains unfulfilled!