Front Office Shift Leader/Rooms Controller - Sheraton Milan San Siro

Sheraton Hotels & Resorts; Lombardia; On-site; EUR 168,000 - 280,000; Full time

Job summary

Sheraton Hotels & Resorts in Milan is seeking a Front Office Supervisor to manage front desk operations, supervise staff on shifts, and ensure guest satisfaction in line with SOPs.

You will oversee check-in/check-out, room allocation, guest requests, and coordination with the department manager to deliver outstanding service while maintaining financial and quality standards across daily operations.

Qualifications

• High school diploma or GED and/or two-year degree from an accredited university.
• Two years of experience in guest services, reception, or a related professional area.
• Fluent knowledge of English and Italian.

Responsibilities

• Perform check-in/check-out procedures, guest management, and related accounting.
• Provide support to guests based on their requests.
• Manage daily operations, ensuring quality, standards, and meeting customer expectations on a daily basis.
• Handle complaints, resolve disputes, and resolve grievances and conflicts.
• Oversee staffing levels to ensure that customer service, operational needs, and financial goals are met.
• Provide operational support to the team.

Skills

Fluent English & Italian

Education

High school diploma or GED

Two-year degree

Job description

Additional Information

Job Number 26125757

Job Category Rooms & Guest Services Operations

Location Via Caldera, 3, Milan . 20153, ItalyVIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Pay Range: EUR 25316,2 - 280000 Annual Salary

POSITION SUMMARY:

As Front Office Supervisor, the successful candidate will be responsible for managing front office functions and supervising staff on a shift basis. The front office areas include Reception and Back Office staff and any concierge staff; in particular, the successful candidate will supervise room allocation based on occupancy and guest requests. The candidate will work with the department manager and employees to ensure compliance with procedures and guest satisfaction.

CANDIDATE PROFILE:

High school diploma or GED and/or two-year degree from an accredited university; two years of experience in guest services, reception, or a related professional area.

Previous experience in the role and a fluent knowledge of both English and Italian are required.

MAIN WORK ACTIVITIES:

• Perform check-in/check-out procedures, guest management, and related accounting.
• Provide support to guests based on their requests.
• Manage daily operations, ensuring quality, standards, and meeting customer expectations on a daily basis.
• Handle complaints, resolve disputes, and resolve grievances and conflicts.
• Oversee staffing levels to ensure that customer service, operational needs, and financial goals are met.
• Provide operational support to the team.
• Interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Train staff and monitor adherence to all credit policies and procedures to reduce bad debt and discounts.
• Ensure that company policies are followed and that daily operations are completed according to standard operating procedures and local operating procedures (SOPs and LSOPs).

PREFERRED QUALIFICATIONS:

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Quando entri a far parte della famiglia Sheraton diventi un componente della sua community globale. Dal 1937 siamo un luogo di incontro e di connessione. All'interno di Sheraton, i dipendenti creano un senso di appartenenza in oltre 400 comunità di tutto il mondo. Invitiamo, accogliamo e mettiamo in contatto gli ospiti attraverso esperienze coinvolgenti e un servizio attento. Se ami il lavoro di squadra e trovi motivazione dall'offrire un'esperienza significativa per gli ospiti, ti invitiamo a esplorare la tua prossima opportunità di lavoro con Sheraton. Unisciti a noi nella nostra mission di essere "il luogo di ritrovo per eccellenza". Entrando a far parte di Sheraton Hotels & Resorts ti unirai a un portfolio di brand con Marriott International. Scegli un ambiente dove puoi svolgere al meglio il tuo lavoro, iniziare il tuo percorso verso i tuoi obiettivi entrare a far parte di un fantastico team globale e diventare la versione migliore di te.