Front Office Shift Leader

At Hyatt, we believe our guests choose Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. At  Thompson Rome by Hyatt , looking for a proactive, hands‑on, and guest‑focused  Front Office Shift Leader  to oversee front office operations during assigned shifts, able to inspire guests and colleagues through knowledge, storytelling, and refined service.

About the role:

The  Front Office Shift Leader  is responsible for supervising front office activities during assigned shifts, supporting team members, and acting as a key point of contact for both guests and management. This role ensures service consistency, operational efficiency, and a positive team culture while maintaining the highest standards of guest satisfaction.

Responsibilities
Administration

Supervise front office operations during assigned shifts, ensuring full compliance with hotel policies and procedures.

Maintain accurate records of daily operations, guest feedback, and team performance.

Support the development of shift schedules and manage staffing levels to meet operational needs.

Ensure clear and effective communication between team members and management.

Customer Service

Ensure all front office team members deliver exemplary service in line with the hotel’s brand standards.

Handle guest inquiries, special requests, and complaints promptly, professionally, and effectively.

Engage with guests to gather feedback and continuously enhance service delivery.

Support departmental budget management and cost control during assigned shifts.

Monitor revenue performance and report any variances, suggesting strategies to optimize profitability.

Ensure accurate handling of cash, billing, and payment transactions by front office staff.

Operations

Oversee daily front office operations to ensure consistency, quality, and operational efficiency.

Conduct regular inspections of the front office area to maintain high standards of cleanliness and presentation.

Stay informed about hotel services, promotions, and local attractions to provide accurate and personalized information to guests.

People & Talent Development

Lead, motivate, and support front office team members, fostering high performance and engagement.

Assist in training new hires, ensuring full understanding of brand standards and operational procedures.

Promote a positive, collaborative team culture through open communication and teamwork.

The  Front Office Shift Leader  embodies the core values of  Thompson Rome  through:

Initiative : proactively identifying opportunities to improve service delivery and operational processes.

Teamwork : fostering collaboration and mutual support within the team to enhance the guest experience.

Communication : maintaining clear, open, and professional communication with colleagues and management.

Guest Focus : consistently prioritizing guest needs to deliver memorable and personalized experiences.

What You Bring

Previous experience in a  similar role  and in a  5-star luxury hotel  environment.

Strong leadership skills with the ability to manage and support teams during operational shifts.

Strong initiative and a service‑driven attitude

Ability to upsell while enhancing guest satisfaction

Excellent customer service orientation and problem‑solving abilities.

Strong verbal and written communication skills in  Italian  and proficiency in  English  is mandatory. Additional languages are a plus.

Ability to remain calm, organized, and effective in a fast‑paced environment.

Welfare and Benefits Package
* As a valued Team Member, you will enjoy:

Employee discount rates at Hyatt properties worldwide

Training and development opportunities to support your career development

Being part of a multicultural diverse and inclusive team, passionate about their work

Opportunity to grow and develop your career within an international hotel group

Local discounts reserved to Thompson Rome's personnel

* Further details regarding welfare and benefits will be shared at a later stage, as the property is currently in its pre‑opening phase and some aspects are still being finalized.

Starting from Level 3 CCNL + superminimo assorbibile

If you feel ready to be part of an exciting  pre‑opening  journey and elevate the Team and guest's experience in one of Rome’s most iconic luxury hotels, and want to know more,  apply now and be part of something extraordinary in heart of the eternal city!

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