Front Office Shift Leader - Sheraton Milan San Siro

Hospitaliti; Lombardia; In loco; EUR 32.000 - 42.000; Tempo pieno

Descrizione del lavoro

The Front Office Supervisor will manage front office functions and supervise staff on shift, covering Reception, Back Office and concierge roles. The incumbent will oversee room allocation based on occupancy and guest requests, and collaborate with the department manager to ensure compliance with procedures and guest satisfaction.

Required qualification includes a high school diploma or GED and/or a two-year degree, with at least two years in guest services or a related area, and fluent English

Competenze

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

Mansioni

• Perform check-in/check-out procedures and guest management.
• Provide support to guests based on their requests.
• Manage daily operations to meet quality standards and guest expectations.
• Handle complaints, resolve disputes, and address grievances.
• Oversee staffing levels to ensure service, operations and financial goals.
• Provide operational support to the team.
• Interact with customers to obtain feedback on service levels and satisfaction.
• Train staff and monitor adherence to credit policies and procedures.

Conoscenze

Guest services

Staff supervision

Check-in/check-out

Conflict resolution

English & Italian fluency

Formazione

High school diploma or GED / two-year degree

Descrizione del lavoro

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.When you join the Sheraton family, you become a member of its global community. We’ve been a place to gatherand connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliverameaningful guest experience, we encourage you to exploreyour next career opportunitywith Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,beginyour purpose,belongto an amazing globalteam, andbecomethe best version of you.Experience in the hospitality industry is preferred.

Please see the full vacancy for the benefits offered by Sheraton Milan San Siro.