Front Office Agent (m/f/d)

Sircle Collection BV; Lombardia; On-site; EUR 26,000 - 32,000; Full time

Benefits offered by this job

Discounts at hotels & restaurants in E

Birthday day off

Great team & leading hotel company

Job summary

Max Brown Missori, a stylish hotel in Milan, is seeking a Front Office Agent to be the welcoming face of the property. You will coordinate front desk activities, manage calls, reservations and guest services, and uphold upscale service standards.

You’ll respond to guest needs, analyze feedback, and help drive high ratings while delivering personalized experiences for diverse guests. This full-time role offers a rotative schedule, employee discounts across Europe, and a birthday day off.

Qualifications

• Proven work experience as a Front Office Agent or similar role.
• Hands on experience with office machines (e.g. PMS, TPV, dataphone and printers).
• Detailed knowledge of customer service and basic bookkeeping procedures.
• Strong MS Office skills, especially Excel and Word.
• Excellent communication and people skills.
• Good organizational and multitasking abilities.
• Customer service drive with outstanding communication and active listening skills.
• Leadership skills with the ability to motivate a team.
• Ability to work flexible hours.
• Professional presentation and sense of responsibility.
• BSc in Hospitality Management or related field; Business Hospitality is a plus.
• Proficiency in English (oral and written).
• Knowledge of additional languages is valuable.

Responsibilities

• Ensure front desk is tidy and has all necessary stationery and material.
• Handle check-in and check-out for guests.
• Provide timely and accurate customer service.
• Handle complaints and guest requests.
• Solve guest emergencies and coordinate responses.
• Ensure policies and security requirements are met.
• Provide upscale guest service throughout stay.
• Greet guests on arrival, during stay, and after departure.
• Coordinate luggage collection and storage.
• Address guest requests promptly (e.g. in-room dining).
• Listen to and resolve complaints.
• Ensure personalized service for VIPs, disabled guests, elderly, and children.
• Coordinate and manage communication between guests and staff.
• Inform guests of hotel services, breakfast and dining options.
• Promote hotel amenities and programs.
• Ensure services comply with standards and SOPs.
• Coordinate with Housekeeping, Maintenance and Food & Beverage teams to ensure a great guest experience.
• Analyze guest feedback and suggest rating improvements.
• Recommend local attractions and dining options.
• Coordinate guest reservations with outsourcing services.
• Build professional relationships with hotel clients.

Skills

Front Office experience

Customer service

MS Office (Excel/Word)

PMS/TPV systems

Communication skills

Leadership

Multitasking

Flexible hours

Hospitality knowledge

English proficiency

Education

BSc in Hospitality Management / Tourism / Business Administration

Business Hospitality degree is a plus

Tools

PMS

TPV

Dataphone

Job description

Job Description

Join the FB team at Max Brown Missori!

About Max Brown Missori

The hotel is our charming hotel in the heart of Milan. You’ll find us near the famous Duomo and surrounded by iconic landmarks, making it the perfect base for exploring the city’s rich history and culture. With 64 bright rooms, Max Brown’s signature heavenly beds, and a cosy nook to grab a drink with friends, we offer everything you need to enjoy a little slice of the sweet life in Italy.

What You Will Do

Front Office Agent at SIRCLE COLLECTION welcomes as the ‘face’ of our company and ensure guests receive a heartwarming greeting. You will also coordinate all front desk activities, including calls, reservations and guests’ services. Front Office Agent ensure and provide flawless, upscale, professional and high class guest service experiences; analyzing customer feedback and providing strategic direction to continuously improve overall rating. He or she will respond to guests’ needs and anticipating their unstated ones

Main Responsibilities

• Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets).
• Make the check-in and check-out for our guests.
• Ensure timely and accurate customer service.
• Handle complaints and specific customers’ requests.
• Problem-solving guests emergencies.
• Ensure company’s policies and security requirements are met.
• Provide upscale guest service experiences for clients throughout their stay.
• Ensure clients are properly greeted upon their arrival, during their stay and after their departure.
• Coordinate luggage collection and storage.
• Promptly address guests’ requests, like in-room dining.
• Actively listen to and resolve complaints.
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services.
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
• Inform clients of our hotel services, including breakfast and dining options.
• Promote all hotel amenities, conveniences and programs offered.
• Ensure the comply of the services with all standards and operating procedures.
• Communicate with Housekeepers, Maintenance and Restaurants Departments to provide an overall comfortable guest experience.
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.
• Recommend local tourist spots, including places to dine, shop and sight-see.
• Coordinate and book the guests’ request reservations in outsourcing services.
• Establish professional friendly relationships with hotel clients.

What’s in it for you?

• Full-Time Contract (40 hours per week); Fix-Term Contract, Rotative Schedule.
• Be part of a fast-growing, international, and innovative group.
• Enjoy amazing discounts at our hotels and restaurants in Europe.
• A day off to celebrate your birthday
• A great team & leading hotel company.

Job requirements

• Proven work experience as a Front Office Agent or similar role.
• Hands on experience with office machines (e.g. PMS, TPV, dataphone and printers).
• Detailed knowledge of customer service, and basic bookkeeping procedures.
• Solid knowledge of MS Office, particularly Excel and Word.
• Excellent communication and people skills.
• Good organizational and multitasking abilities
• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking skills.
• Leadership skills along with the ability to motivate a team into high performance.
• Ability to work flexible hours.
• Strong sense of responsibility and a professional presentation.
• BSc degree in Hospitality Management, Tourism, Business Administration or relevant field.
• Business Hospitality degree is a plus.
• Required Proficiency in English (oral and written).
• Valuable knowledge and communication in foreign languages.
• Have a ID, Code Fiscale, Social Security number, and a Italian bank account at the time of joining.

Attitudes and behaviors related to SC

Passionate. Authentic. Connected. Creative. We value and respect the diversity of each person, regardless of gender, age, origin, disability, sexual orientation, gender identity or any other characteristic. We offer equal opportunities in our selection processes and promote a culture of respect, collaboration and continuous learning.

Diversity & Inclusion

We are an equal-opportunity employer committed to fostering a diverse and inclusive culture. We encourage individuals from all backgrounds to apply—we’d love to get to know you.

Location

Milan, Italy