Guest Experience Supervisor - Front Desk Shift Leader

Organization Description

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

A Front Desk Shift Leader is a supervisor responsible for overseeing front desk operations during a specific shift, which includes supervising staff, handling customer issues, and managing daily administrative and financial tasks. Key duties involve delegating tasks, ensuring excellent customer service, resolving conflicts, performing cash management, and guaranteeing the effectiveness of the flow of information across all departments.

• Assist staff with expediting problem payments (e.g., problems processing credit card).
• Follow up with guest regarding satisfaction with guest‑related issues.
• Process all guest check‑ins by confirming reservations, assigning room, and issuing and activating room key.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Set up accurate accounts for each guest upon check‑in (i.e., sharewiths, separate room/tax/incidentals, comp).
• Anticipate sold‑out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
• Block rooms in the system and identify designated requirements and requests.
• Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem.
• Coordinate with Housekeeping to track readiness of rooms for check‑in.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Count bank at the beginning and end of shift.
• Balance and drop receipts according to accounting specifications.

• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
• Anticipate and address guests’ service needs.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Ensure adherence to quality expectations and standards.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested.

• Manage guest check‑ins by verifying identity, processing payments, assigning rooms, and issuing keys.
• Resolve payment issues and follow up on guest satisfaction.
• Coordinate with departments (e.g., Concierge, Housekeeping) to address guest requests and problems.

• Handle cash operations: count bank at shift start/end, balance and drop receipts.
• Set up guest accounts, verify billing, and process various payment types.
• Complete cashier reports and maintain accurate logs and contingency lists.
• Notify Loss Prevention/Security of any theft reports.

• Assist management in training, coaching, and evaluating staff.
• Act as a role model and first contact for employee concerns under the Open Door Policy.
• Foster teamwork and maintain positive working relationships.

• Ensure compliance with company policies, safety procedures, and appearance standards.
• Communicate professionally with guests and staff, both verbally and in writing.
• Use POS/computer systems efficiently and maintain confidentiality.

• You must possess the legal right to work in Italy, a valid work permit for full time role (40 hours/week)
• Fluent in English and Italian
• Great storytelling skills
• Previous Front Office experience in luxury Hotels (at least 3 years)
• Knowledge of Opera
• A warm, people‑oriented demeanor and a team‑first attitude
• Positive outlook and outgoing personality
• Flexibility, problem‑solving skills and multi‑tasking ability
• The ability to stand, sit or walk for extended periods of time across a work shift.

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