Front Office Shift Leader/Rooms Controller
Pubblicato il 03-10-2026 - Sheraton Hotels & Resorts in Milano
Additional Information
Job Number 26125757
Job Category Rooms & Guest Services Operations
Location Via Caldera, 3, Milan . 20153, ItalyVIEW ON MAP
Schedule Tempo pieno
Located Remotely? N
Position Type Non-Management
POSITION SUMMARY:
As Front Office Supervisor, the successful candidate will be responsible for managing front office functions and supervising staff on a shift basis. The front office areas include Reception and Back Office staff and any concierge staff; in particular, the successful candidate will supervise room allocation based on occupancy and guest requests. The candidate will work with the department manager and employees to ensure compliance with procedures and guest satisfaction.
CANDIDATE PROFILE:
High school diploma or GED and/or two-year degree from an accredited university; two years of experience in guest services, reception, or a related professional area.
Previous experience in the role and a fluent knowledge of both English and Italian are required.
MAIN WORK ACTIVITIES:
• Perform check-in/check-out procedures, guest management,
and related accounting.
• Provide support to guests based on their requests.
• Manage daily operations, ensuring quality, standards, and meeting customer expectations on a daily basis.
• Handle complaints, resolve disputes, and resolve grievances and conflicts.
• Oversee staffing levels to ensure that customer service, operational needs, and financial goals are met.
• Provide operational support to the team.
• Interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Train staff and monitor adherence to all credit policies and procedures to reduce bad debt and discounts.
• Ensure that company policies are followed and that daily operations are completed according to standard operating procedures and local operating procedures (SOPs and LSOPs).
PREFERRED QUALIFICATIONS:
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At lea