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About Orient Express
Artisan of Travel since 1883 Orient Express is a legendary brand, steeped in history and loved by past, present and future generations. Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion.
Orient Express embodies the refined nomadic spirit of travel, inviting each traveller to a place where the journey is the destination. Bringing awe-inspiring travel experiences to a new generation of adventurers, its exceptional portfolio includes The Orient Express, with its original carriages reimagined as the new embassy of French luxury; Orient Express La Dolce Vita, a train embodying the 'Made in Italy' way; Orient Express Silenseas – the world's largest sailing ship; and hotels coming to Rome and Venice.
Progressively shaping the future of luxury hospitality, Orient Express is focusing on employee journey and growth.
About Arsenale
Arsenale is a multi-brand Group capable of providing a comprehensive service to the largest and most renowned luxury global market operators who wish to expand in Italy. Founded and supported by internationally renowned entrepreneurs and investors, Arsenale aims at creating the leading luxury hospitality group in Italy. To pursue this ambition, the Group launched an impressive investments plan to boost tourism and made-in-Italy through the re-development and enhancement of iconic hotels and hospitality solutions in the most beautiful locations of the country.
About Orient Express La Minerva, Rome
Considered as the beloved capital of the Orient Express legend, Rome will be home to the first Orient Express hotel, Minerva, in 2024. Orient Express, in partnership with the Italian luxury hotel group Arsenale S.p.A, 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 Rinaldi Rinaldo, a disciple of Casanova, 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.
The Hotel is committed to providing an exceptional guest experience, boasting unparalleled elegance, world-class amenities, and impeccable service.
Job Description
Position Overview: the Front Office Manager will be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
Responsabilities
- Managing all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policies' and procedures' implementation and enforcement and meeting high participation,
- Training, monitoring and developing team member performance, conducting evaluations, providing constant feedbacks and delivering recognition and reward,
- Constantly monitoring and assessing service and satisfaction trends, evaluating and addressing issues and making improvements accordingly,
- Ensuring all team (including night staff) full and constant compliance with Company standards,
- 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,
- Handling and reporting guest complaints promptly and professionally,
- Ensuring that guests' needs are met efficiently and effectively during their stay,
- Initiating and implementing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue,
- Assuring team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events,
- Completing audit procedures,
- Recruiting, interviewing and training team members in collaboration with People&Culture team,
- Implementing and enforcing security protocols to safeguard guests, employees and hotel property,
- Monitoring surveillance cameras and security systems to detect any suspicious activity,
- Responding to emergencies, including medical incidents, fire alarms, and disturbances in a calm and efficient manner,
- Collaborating with local law enforcement and emergency services when necessary. Solid experience as FOM in luxury hospitality with standards' deep knowledge is mandatory. Strong leadership skills with the ability to motivate and inspire a complex and diverse team. Excellent communication and interpersonal skills, with the ability to interact effectively both with Corporate and hotel colleaugues and with guests and employees at all levels. Sound judgment and decision-making abilities, especially in high-pressure situations. High proficiency in using hotel management software and other computer systems. Bachelor's degree in Hospitality Management, Business Administration, or related field is highly preferred.
Role: Front Office Manager
Job Type: Permanent , Full Time
Location: Rome,
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