Requirements: English
Company: Cliff House Maine
Region: Metropolitan City of Turin , Piedmont
Job SummaryThis position aims to provide exceptional service to both internal and external guests at all times. The individual will lead, guide, and support front desk training and performance to ensure the smooth operation of daily activities, working closely with the Lead Front Desk Supervisor, Evening Front Desk Manager, and FOM. Responsibilities include training, coaching, developing key performance indicators, and establishing operating procedures for all front desk functions. The role involves leading team members to deliver superior guest service, acting as the first point of contact for guests, and creating memorable first impressions. The position is dedicated to adhering to department and company standards and representing Cliff House Maine effectively. It also involves maintaining all aspects of Front Desk operations according to hotel standards and embodying a service and leadership philosophy that guides staff.Essential FunctionsGreet guests warmly upon arrival.Complete the guest registration process efficiently.Answer telephone calls promptly and manage messages and communications.Input all guest data into the property management system.Close guest accounts at check-out and ensure guest satisfaction.Demonstrate comprehensive knowledge of hotel services, features, hours, room types, rates, packages, promotions, house count, arrivals/departures, availability, and in-house activities to respond promptly to guest inquiries.Support organizational initiatives such as Guest Satisfaction Scores, Forbes Travel Guide Score, and Net Promoter Score.Ensure all required checklist items are completed by Front Desk agents at each shift''s end.Maintain a calm and organized approach during stressful situations.Enhance guest satisfaction through team development and maintaining a professional image.Address guest opportunities with care and urgency, providing prompt follow-up to ensure 100% satisfaction.Protect guest confidentiality and follow protocols to secure sensitive data.Build strong, positive relationships with team members across departments through effective communication and face-to-face interactions.Train and support new and existing team members effectively.Conduct pre-shift meetings at each shift change as per hotel expectations.QualificationsAt least two years of front desk experience in a high-volume environment preferred.Experience in a Four Diamond quality hotel preferred.Proficiency with Windows, Office, and Property Management Systems.Excellent verbal and written communication skills.Diplomatic in handling guest issues.Ability to stand, kneel, and bend for 6-8 hours.Flexible availability to work varied shifts.A qualified candidate is personable, flexible, service-oriented, and capable of multitasking accurately.Needed AttributesEmployees must meet performance standards, adhere to hotel policies, rules, and procedures, and comply with the Employee Handbook and other communications. The job description is subject to change, and employees are expected to follow supervisory instructions and perform additional duties as assigned.Company BlurbWe are an equal opportunity employer and prohibit discrimination and harassment based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by law.#J-18808-Ljbffr