Front Office Agent F/M/X

About the job

About Orient Express

Artisan of travel since 1883, Orient Express sublimates the art of travel with its luxury trains, hotels, and sailing yachts. The brand has just launched its first hotel, Orient Express La Minerva, in Rome – which will be followed by Orient Express Venezia at Palazzo Donà Giovannelli in 2026. The experience continues with the recent launch of La Dolce Vita Orient Express train, followed by Orient Express Corinthian in 2026, the first of two Orient Express Sailing Yachts, and finally, the return of L’Orient Express train to railways. Since 2022, Orient Express is part of Accor Group’s leading collection of luxury brands with a century-old legacy in the hotels and fine- dining sectors. In 2024, Accor and LVMH entered into a strategic partnership to accelerate the development of Orient Express. Follow the journey at @orientexpress on Instagram or visit the website at www.orient-express.com.

About Orient Express La Minerva

Considered as the beloved capital of the Orient Express legend, Rome is the first Orient Express hotel, La Minerva, in 2025. Orient Express has entrusted the interior architecture and artistic direction of the hotel Hugo Toro. The former Palazzo Fonseca is a sumptuous 17th-century palace with a huge, majestic façade. A place of memory still adorned with its Roman columns, sculptures by Rinaldo Rinaldi, a disciple of Canova, and the fascinating goddess Minerva. At the end of 2024, a new décor and interior inspired by the Roman domus and the riches of the "Eternal City" will be revealed with a new touch of contemporary elegance.

Position Overview

Our Front Office Agents will be the first point of contact with the Hotel's Guests, greeting them always in a very polite and well-spoken manner and deal with all Front Office operations in the Hotel's continuing effort to deliver outstanding guest services.

Main Activities

Administering all Front Office operations such as guests’ welcome (arrivals/departures), room inventory and availability, communicating timely especially with Maintenance and Housekeeping colleagues according to the department’s SOPs.

• Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolving guest concerns.
• Managing inbound and outbound e-mails and administrative work.
• Reporting immediately every potential or lodged complaint to the Front Office Manager or to the Head of Concierge.
• Adopting up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Keeping high knowledge of Hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Completing audit procedures.
• Responding to emergencies, including medical incidents, fire alarms and any disturbances in a calm and efficient manner.
• Ensuring full and constant compliance with the Hotel standards and Health&Safety procedures.
• Collaborating with local law enforcement and emergency services when necessary.

• Experience as receptionist in luxury hotels with quality standards’ knowledge.
• Good proficiency in using hotel management softwares and MS Office.
• Bachelor’s degree in hospitality management or foreign languages is highly preferred.
• Advanced level of English and Italian; French confidence is a plus.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests and employees at all levels.
• Problem solving especially in high-pressure situations.
• Available for shifts during the weekends, holidays and nights in rotation.
• Legal right to work in Italy.

• A competitive salary package
• ALL - Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
• Learning & development: Opportunity to develop your talent and grow within your property and across the world! 

Our commitment to Diversity & Inclusion: 
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.