Front Office Agent 5*

Mangia’s Resorts, a distinguished hospitality brand of Aeroviaggi S.p.A., embodies the essence of Authentic Italian Vacanza within the upper-upscale segment. With 17 owned properties across Sicily and Sardinia—including 2 city hotels, 10 four- and five-star resorts, and 5 clubs—Mangia’s offers guests immersive and memorable stays that celebrate Italian heritage, nature, and lifestyle. Reflecting our commitment to excellence and international recognition, two of our resorts proudly belong to the prestigious Autograph Collection by Marriott, while one is part of the refined Curio Collection by Hilton.

Job Description

We are looking for a Front Office Agent to join our Front Office team at Grand Hotel et Des Palmes located in Palermo.

The Front Office Agent is the primary point of contact for guests and represents the face of the hotel. This role ensures a seamless, personalized, and memorable guest experience while managing all front desk operations. During night shifts, the role also includes Night Auditor responsibilities, ensuring accurate financial closure and smooth overnight hotel operations.

Key Responsabilities

• Welcome guests with professionalism, warmth, and elegance in line with brand standards
• Handle check-in and check-out procedures efficiently and in a personalized manner
• Anticipate guest needs and preferences to create memorable experiences
• Manage requests, complaints, and critical situations using the HEART model
• Promote hotel services and drive upselling (rooms, experiences, F&B)
• Ensure clear and timely communication with all operational departments
• Manage reservations, amendments, and cancellations
• Monitor room availability and coordinate closely with Housekeeping
• Ensure accuracy of guest data within the PMS (e.g. Oracle Opera PMS)
• Handle payments, billing, and cash operations
• Monitor and contribute to quality standards (LQA, GRI, NPS)
• Perform end-of-day system closure (night audit)
• Verify and reconcile all daily financial transactions
• Prepare daily reports for management
• Ensure correct posting of revenues and charges
• Handle late arrivals, overnight guest requests, and ensure hotel security
• Ensure compliance with safety and emergency procedures
• Ensure guest registration in line with legal requirements (e.g. police reporting, statistical reporting)
• Maintain confidentiality and proper handling of sensitive data
• Support internal and external audits

Requirements

• Degree or significant pluri-annual experience in same position in international branded hotel chain
• Previous experience in Front Office operations (preferably in 4* or 5* hotels)
• Fluency in English and Italian (additional languages are a plus)
• Knowledge of PMS systems (Opera preferred)
• Availability to work shifts, including nights, weekends, and holidays

What we offer

• Seasonal Contract
• Meals provided
• Career growth opportunities within company
• Dynamic and collaborative work environment
• Ongoing training and access to professional development courses