Front Office Agent

Front Office Agent

The Hotel

Following two years of extensive renovation, the historic Albergo Italia reopens under the new name Le Graal Cortina, part of the luxury collection “Le Graal.”

This 5-star luxury hotel, featuring a contemporary and sophisticated design, aims to offer guests a unique and memorable hospitality experience through impeccable, empathetic, and spontaneous service. The goal is to create a welcoming and refined atmosphere where every guest feels valued and pampered. The primary objective of the team is to excel in every aspect of the guest experience—from warm welcomes and personalized attention to the high quality and uniqueness of dining and wellness services.

Job Description

Position Overview: our Front Office Agents will be the first point of contact with the Hotel's Guests, greeting them always in a very polite and well-spoken manner and deal with all Front Office operations in the Hotel's continuing effort to deliver outstanding guest services.

Main activities

• Administering all Front Office operations such as guests’ registration (check-in/check-out), room inventory and availability, communicating timely especially with Maintenance and Housekeeping colleagues according to the Hotel’s SOPs
• Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolving guest concerns
• Managing inbound and outbound e-mails and administrative work
• Reporting immediately every potential or lodged complaint to the Front Office Manager or to the Head of Concierge
• Adopting up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Keeping high knowledge of Hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Completing audit procedures
• Responding to emergencies, including medical incidents, fire alarms and any disturbances in a calm and efficient manner
• Ensuring full and constant compliance with the Hotel standards and Health&Safety procedures
• Collaborating with local law enforcement and emergency services when necessary