Front Office Agent

Job Description

Your Role in the Story

As a Front Office Agent at LUURA, you shape the first and last impression of every stay. From the moment guests arrive to the moment they leave, you make sure every arrival feels personal, every stay runs seamlessly, and every departure leaves guests looking forward to their return. You work closely with Reservations, Housekeeping, Concierge, F&B and Spa to connect guests with everything LUURA has to offer.

It’s a hands-on, guest-facing role for someone who combines professionalism with genuine warmth, and who takes pride in delivering one consistent LUURA standard of service.

Key Responsibilities

• Welcome every guest warmly and ensure every arrival, stay, and departure feels personal, seamless, and memorable.
• Act as the primary point of contact for guest inquiries, requests, and concerns, taking ownership and resolving them promptly and professionally.
• Maintain in-depth knowledge of the hotel, its services, dining concepts, and the island, offering thoughtful, personalized recommendations.
• Work with Concierge and Guest Relations to help curate personalized experiences on the island, from dining and excursions to art and culture.
• Manage check-in and check-out, reservations, room assignments, and billing accurately in the PMS.
• Encourage natural upselling of room upgrades, packages, F&B, and spa experiences through authentic recommendations and product knowledge.
• Ensure VIP and returning guest preferences and special requests are recognized, acted upon, and shared with the relevant departments.
• Take ownership of guest feedback, in person and online, supporting service recovery and escalating to your manager when needed.
• Ensure accurate shift handovers and smooth coordination with night audit and security for 24-hour operations.
• Uphold LUURA brand standards, SOPs, health & safety regulations, and company policies at all times.
• Set an example of professionalism in appearance, demeanor, and communication, reflecting LUURA’s luxury positioning.
• Anticipate guest needs and deliver thoughtful, personalized service at every touchpoint.
• Support VIP recognition, loyalty programs, and special events, helping create moments guests remember.
• Keep your manager informed of any issues during the shift, taking immediate action with the guest’s experience as the top priority.

Qualifications

Who We’re Looking For

We are looking for someone who combines professionalism with genuine hospitality: a warm, guest-focused team player who is passionate about creating memorable guest experiences in a luxury boutique environment.

• Bachelor's degree in hospitality, Social Studies, and/or Business Management is preferred.
• Minimum 2–3 years of experience in Front Office, Guest Relations, or a guest-facing role within a luxury hotel, resort, boutique hotel, or lifestyle hospitality brand.
• Strong understanding of guest experience, front office operations, and service delivery.
• Excellent interpersonal and problem-solving skills, with the ability to take ownership and turn challenges into opportunities.
• Professional appearance, etiquette, and demeanor.
• Highly organized and detail-oriented.
• Confident using hotel systems and technology; experience with a PMS is a must.
• Able to remain calm and efficient under pressure while managing multiple tasks, especially during busy arrival and departure periods.
• Commercially aware, comfortable recommending upgrades and experiences in a natural, guest-focused way.
• Emotionally intelligent, naturally warm, and positive, able to build authentic relationships with guests and colleagues.
• Fluent in English, with excellent communication skills; additional languages will be considered as advantage.
• Eligible to work within the European Union.

The Talent

• Welcomes every guest with a genuine smile, warmth, and confidence.
• Builds trust with guests and works well with colleagues across all departments.
• Takes ownership of every request, big or small, and follows it through.
• Brings fresh ideas to improve the guest and team experience.
• Makes guests feel welcome, valued, and at home from the very first moment. Guest oriented profile that bring solutions to issues that may be raised in operations.
• Acts as an ambassador of the LUURA brand, culture, and values every day.

Additional Information

Perks You’ll Love

• Team rates at LUURA, Ennismore & Accor properties worldwide.
• Discounts at our restaurants, bars, and cafes.
• Access to art, cultural events & live music nights.
• Recognition that matters — from surprise gifts to team celebrations.
• Beautiful team spaces & comfortable accommodation (where applicable).

Ready to Dive In?

Bring your energy, your ideas and your true self, and become part of LUURA’s next chapter.

Apply now and start your journey with LUURA.