Front Office Agent Night

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 during night-time hours 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.

Qualifications

• Experience as FO Agent in Luxury hotels with Luxury standards’ knowledge,
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests and employees at all levels,
• Problem solving especially in high-pressure situations,
• Good proficiency in using hotel management software and MS Office,
• Bachelor's degree in Hospitality Management or foreign languages is highly preferred,
• Advanced level of English and Italian; French confidence is a plus,
• Available for night shifts during the weekends and holidays in rotation,
• Legal right to work in Italy.

The selection will take place after reading the information notice according to Art. 13 EU Reg. 679/2016. Please read it on the website