Front Office Shift Leader

As Front Office Shift Leader, you will join a team consisting of 5 team members including yourself. You will be responsible for coordinating the daily activities of your shift, supporting and guiding the operational team, and ensuring that every guest has a memorable experience from the moment they arrive.

You will work closely with the Front Office Supervisor and other departments in a dynamic, international, and professional environment. During your shift, the Front Office Shift Leader serves as a visible and present point of reference, keeping a close eye on everything happening in the lobby: anticipating guests' needs, constantly assisting them, and ensuring that the hotel's spaces are always welcoming and tidy according to our service standards.

Reports to: Front Office Supervisor

MAIN DUTIES AND RESPONSIBILITIES

• Oversee and support daily front office operations during your shift.
• Coordinate and assist the agent team with guest check-in, check-out, and during their stay.
• Ensure that Borgo Pignano's service standards are consistently met.
• Handle Guest Assistance and Guest Relations activities calmly and professionally.
• Promote a collaborative and team-oriented approach.
• Monitor the correct management of cash and administrative activities and guarantee compliance with GDPR.
• Provide constructive feedback to the team and support the training of new colleagues.
• Verify the preparation of daily activities and ensure proper communication between shifts.
• Collaborate with all departments to ensure a coordinated and seamless service and to guarantee full attention to special requests and VIP guests.
• Contribute to maintaining a positive, professional, and respectful work environment.
• Oversee compliance with security procedures and manage any emergencies according to company standards.
• Your direct supervisor will assign you additional tasks as needed

REQUIREMENTS

• English: C1 ,Italian: C2. A third language is a plus
• Previous experience of at least 2 years in a similar role within a luxury hotel or resort is preferred
• References
• Proficiency in hotel management systems (i.e. Opera Cloud) and Microsoft Office Suite.
• Flexibility to work shifts, including evenings, weekends, and holidays.

OUR OFFER

• Fixed term working contract of 8 months as from April 2026 according to CCNL Settore Turismo (Federalberghi)
• Staff well-being initiatives and events to promote collaboration and inclusion
• Training activities and rewards linked to quality of service
• Staff canteen
• Uniform and uniform cleaning
• 5/7 working days

No lodging facilities

Workplace: Via Bolognese, 89 - Firenze