Front Office Manager

3 settimane fa

Portofino, Liguria, Italia Belmond A tempo pieno
Front Office Manager Job Description

At Belmond, we are seeking a highly skilled Front Office Manager to oversee the front desk operations and ensure exceptional guest experiences. As a key member of our team, you will be responsible for managing staff, optimizing guest satisfaction, and maintaining operational efficiency in the front office department.

Key Responsibilities:
  • Leadership and Management: Supervise the front office team members to ensure they deliver excellent customer service, including hiring, training, scheduling, and evaluating staff performance.
  • Guest Experience: Ensure guests receive prompt, professional attention and personal recognition throughout their stay, handling guest complaints efficiently while maintaining a high level of service.
  • Operational Management: Oversee the operation of all aspects of the front desk functions, including check-in/check-out processes, room assignments, and information provision to guests.
  • Communication: Liaise with other departments to ensure seamless service delivery, communicating effectively with housekeeping and maintenance on room status updates and reported issues.
  • Revenue Maximization: Work closely with the executive office team to implement strategies that drive occupancy rates and average daily rates, cross-selling other services provided by the hotel where possible.
  • Compliance & Quality Assurance: Maintain strict adherence to all relevant laws and regulations governing hotel operations, ensuring 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.
  • Budgeting & Forecasting: Assist in preparing budgets and financial reports, controlling expenses within the front office department and finding ways to reduce costs without compromising on quality or service levels.
  • Problem-Solving: Act as an escalation point for issues beyond the scope of frontline staff capabilities, resolving complex problems arising from guest complaints or operational challenges swiftly.

Requirements:

  • At least 3 years of previous professional experience in the same role of an extra 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 Italian and English; knowledge of additional languages is an advantage due to international clientele.
  • Exceptional organizational skills with great attention to detail.
  • Solid experience and knowledge of Leading Quality Assurance (LQA) standards.

What You'll Gain:

  • Competitive compensation with a permanent contract, according to C.C.N.L. Settore Turismo - Level 1, Front Office Manager.
  • Exclusive benefits, such as accommodation, transportation support, and delicious meals provided by our staff canteen.
  • Access to Discovering Belmond, allowing you to explore our properties worldwide and enjoy discounted rates on trains, cruises, safaris, and fine dining experiences.
  • The chance to work in an environment that values diversity, inclusiveness, and sustainability, all while preserving the heritage and craft that define Belmond.
  • Annual Gross Salary € 40,000.
  • Incentive based on quality goals.

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