Front Office Agent
San Clemente Palace Kempinski Venice is located on the private island of San Clemente, only 10 minutes away by complimentary boat from Piazza San Marco. A proud member of Leading Hotels of the World, this exclusive retreat guarantees peace, tranquillity and privacy with its 190 rooms and suites overlooking the lagoon or the centuries-old park. Its three restaurants offering exceptional interpretations of iconic Italian and Venetian cuisine, the hotel’s proximity to Venice, and the unique combination of conference rooms and outdoor areas, make San Clemente Palace the perfect choice for outstanding events and weddings.
JOB TITLE: Front Office Agent
DEPARTMENT: Front Office
HOTEL / UNIT: San Clemente Palace Kempinski Venice
REPORTS TO: Office Manager / Rooms Division Manager
NATIONALITY: Eligible for a working permit in Italy
EDUCATION: Hotel Apprenticeship, Higher College Education
EXPERIENCE: To fill the position, one of the following is required:
-Minimum of one year experience in a customer service position
LANGUAGE: Ability to work and communicate in a multinational environment:
-Italian – excellent oral and written skills (as applicable)
-English – good oral and written skills
-Additional language – beneficial
COMPETENCIES: Include the skills the candidate must have to fill this position:
-Operational knowledge of front desk operations
-Luxury Hotel Experiences
-Communication skills
-Brief knowledge of hotel operations & Computer systems
TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:
-Knowledge in Microsoft Office (Word, Excel and PowerPoint)
-Knowledge of Opera
-Basic knowledge of Micros is a plus
SCOPE
The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.
OVERALL OBJECTIVES
The job of Front Office Agent is executed satisfactorily when:
-Up-selling is focused on and executed in order to increase room revenues.
-Shift closing is done properly.
-Financial Policies and Procedures are supported and followed.
-LQA (Leading Quality Assurance) audit results are 85% and above.
-CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
MAIN RESPONSIBILITIES
-Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.
-Ensure that LQA results are above 85%.
-Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
-Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
-Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
-Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
-Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
-Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.
-Possess a working knowledge of the room reservation procedures.
-Maintain the neatness of his/her working area.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Tutti i CV devono essere inviati comprensivi di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 - GDPR e saranno utilizzati esclusivamente per la selezione in corso.
L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.
