Front Of House Manager

2 settimane fa

Milano, Italia Maximilian Hotel Praga A tempo pieno

**Front of House Manager (FOH) in Hotel Josef e Maximilian Hotel a Praga**
Often the first hello and the last farewell, our front office and guest relations team are the gatekeepers of Josef Rebel experience. You will demonstrate the essence of creating an exceptional guest journey. You are committed to taking care of the guests from the moment they arrive through to their departure.
**Summary**
We are looking for an exceptional talent to manage our guest-focused Front Office and Guest Services teams as well as to be responsible for the entire lobby area.
FOH and its team are the ambassador of Hotel Josef by providing an excellent first impression, at every touch point.
The FOH is responsible for overseeing all front desk operations and guest services delivery, ensuring that all hotel standards and procedures are fully implemented and maintained. The role involves managing staff, optimizing guest satisfaction, and maintaining operational efficiency in the department.
**What You'll Do**:
- Leadership and Management: supervise the front office team members to ensure they deliver excellent customer service. This includes hiring, training, scheduling, and evaluating staff performance; supervising workload during shifts; perform Duty Manager duties and other duties requested by management.
- Guest Experience & Services: ensure guests receive prompt, professional attention and personal recognition throughout their stay. Handle guest complaints efficiently while maintaining a high level of service. Monitor all V.I.P 's special guests and requests, in synergy with the Guest Services Manager.
- Lobby Management: ensure the hotel lobby is always in immaculate condition, including but not limited to elevator, entrance, hallway, common area, etc. Maintain a perpetual presence on the Reception and Lobby Area throughout the hours of the shift.
- Operational Management: oversee the operation of all aspects of the front desk functions, including check-in/check-out processes, room assignments (according to the reservation requests and guests needs) and information provision to guests; review daily front office work and activity reports generated by Night Audit; review Front office log book and guest feedback on a daily basis; maintain an organized and comprehensive filing system with all documentation.
- Communication: liaise with other departments to ensure seamless service delivery. Communicate effectively with housekeeping regarding room status updates and with maintenance on any reported issues.
- Compliance & Quality Assurance: maintain strict adherence to all relevant laws and regulations governing hotel operations (including health & safety). Ensure that front office operations meet the brand's standards through regular audits and quality assurance measures.
- Training & Development: develop ongoing training programs to ensure that the front office team has up-to-date knowledge of hotel policies and procedures as well as current trends in hospitality customer service.
- Problem-Solving: act as an escalation point for issues beyond the scope of frontline staff capabilities; resolve complex problems arising from guest complaints or operational challenges swiftly; organizing special requests and communicate with all departments within the hotel to ensure that our guests receive the highest standard of service.
**Requirements**:
**Who You Are**:
- At least 3 years of previous professional experience in the same role of an ultra-luxury brand, preferably at international level;
- Bachelor's degree in Hospitality Management or related field preferred.
- Strong leadership skills with an ability to motivate teams.
- Excellent communication skills, both verbal and written.
- Proficiency with hotel management software
- Ability to work flexibly under pressure in a fast-paced environment.
- Fluent in English; knowledge of additional languages is an advantage due to international clientele.
- Exceptional organizational skills with great attention to detail.
Contratto di lavoro: Tempo pieno
Benefit:
- Assicurazione sanitaria
- Buoni pasto
- Computer aziendale
- Sconti sui prodotti o servizi dell'azienda
Disponibilità:
- Turni
Requisito linguistico flessibile:
- Italiano non richiesto
Istruzione:
- Laurea triennale (Preferenziale)
Esperienza:
- Capo Ricevimento: 3 anni (Obbligatorio)
Lingua:
- inglese (Obbligatorio)

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