Casale Panayiotis - Head of Front Office

Job Summary:

Casale Panayiotis is seeking a passionate and experienced Head of Front Office to lead our front desk team and uphold our commitment to warm, personalized hospitality. This role is vital in shaping the first and last impressions of our guests and ensuring their stay is seamless, relaxing, and memorable. You will be responsible for managing all front office operations, enhancing the guest experience, and leading a motivated, service-focused team.

Key Responsibilities:

• Oversee the daily operations of the Front Office, including reception, concierge, reservations, and guest services.
•  Lead, mentor, and schedule the front office team to deliver exceptional guest service with efficiency and warmth.
•  Ensure all guest interactions reflect the high standards and unique hospitality philosophy of Casale Panayiotis.
• Handle VIP arrivals, special requests, and guest concerns with discretion and professionalism.
• Collaborate with Housekeeping, Spa, Food & Beverage, Winery and other departments to ensure guest needs are met and exceeded.
• Manage room inventory, ensure accurate reservations, and optimize occupancy and revenue in coordination with the Reservations and Revenue teams.
• Monitor and improve front office procedures, policies, and performance metrics.
• Ensure compliance with health, safety, and hygiene standards.
• Maintain knowledge of local attractions, events, and services to provide guests with curated experiences.
•  Prepare reports and contribute to budgeting, forecasting, and staffing plans.
• Register guests and assign rooms. 
• Accommodates special requests whenever possible.
• Assists in preregistration and blocking rooms for reservations. 
•  Verifies the guest's method of payment and follows established credit-checking procedures.
• guest and room information in the appropriate front desk racks and communicates this information to the appropriate Resort personnel.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
•  Maintains key storage guest room and maintains and supervises access to safe deposit boxes. 
•  Thoroughly understands and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking. 
•  Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the Resort.
•  Coordinates room status updates with the housekeeping department by notifying all check outs, late checkouts, early check-ins, special requests, and day use rooms. 
•  Possesses a working knowledge of the reservations department. Take the same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room keys (only for manual room key Resorts)
•  Know how to use front office equipment.
•  Process guest check-outs. 
•  Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
• Follow procedures for issuing and closing safe deposit boxes used by guests.
• Uses proper telephone etiquette. 
•  Uses proper mail, package, and message handling procedures. Courier Mail Register
•  Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the Resort. 
•  Attend department meetings.
• Reports any unusual occurrences or requests to the manager or assistant manager. 
•  Knowing all safety and emergency procedures, Is aware of accident prevention policies. 
•  Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
•  Carries out any other duties of a comparable nature as may be required by the Resort Manager

Key Qualifications
1. Education and Experience:

• Degree or diploma in Hospitality Management or related field (is preferred)
• Proven experience in a front office leadership role, ideally within a luxury or boutique hotel.
• Fluent in Greek and English is preferred (additional languages is a plus)
• Proficiency with hotel management software
  
  
  2. Personal attributes:
  
  
• Professional and polished appearance.
• High level of attention to detail.
• Strong commitment to delivering exceptional customer service.
• Strong leadership and organizational abilities.
• Excellent communication and interpersonal skills.
• Ability to multitask and remain calm under pressure.
•  A warm, professional, and guest-oriented demeanour

Work Conditions

• Requires standing for long periods and working in a fast-paced environment.
• Flexible schedule, including evenings, weekends, and holidays.

The Management reserves the inalienable right to differentiate instructions, terms and policies, which may influence or diversify the tasks of each employee, if is required for the improvement of operations and the quality of services at each Department.