Hotel Operations Manager

6 giorni fa

Florence, Toscana, Italia Italian Hospitality Collection A tempo pieno

Italian Hospitality Collection seeks a seasoned professional to lead its Front Office team as a Front Office Shift Leader. This dynamic role involves supporting the Front Office Manager in delivering exceptional guest experiences and managing all aspects of front office operations.

A Day in the Life
  • Collaborate with the Front Office Manager to oversee day-to-day staffing needs, plan work assignments, and provide coaching and feedback to improve team member performance.
  • Educate and train team members on compliance with national and local laws and safety regulations, ensuring they have the necessary tools and equipment to carry out their duties.
  • Maintain high standards of service, attention, and personal recognition for guests, fostering a warm atmosphere that makes them feel at home.
  • Greet guests upon arrival and engage with them to ensure a memorable experience.
  • Respond promptly and effectively to guest complaints, solicit feedback, and build relationships to drive continuous improvement in guest satisfaction.
  • Conduct routine inspections of the front office and public areas, addressing any deficiencies immediately.
  • Develop strategies to increase occupancy and average daily rate through walk-ins and upselling at the front desk.
  • Verify billing instructions and guest credit for compliance with hotel credit policy, ensuring secure handling of transactions.
  • Perform other duties as assigned, including serving as manager on duty when needed.
What We Offer

We invest in our people's success, providing a competitive salary and a wide range of benefits designed to support their well-being and career growth.

We welcome diversity and create inclusive teams where everyone feels valued and empowered to bring their unique perspectives and talents.

Join us, and you'll become part of our hospitality family, united by a passion for delivering exceptional guest experiences.

Requirements
  • Prior experience in similar roles within International Luxury Hotel Brands is preferred.
  • Bachelor's degree or higher in Hotel Management or Business Administration, plus one year of Front Office/Guest Service experience, including supervisory experience.
  • Strong accounting and mathematics skills for accurate auditing and payment processing.
  • Familiarity with OnQ PMS systems.
  • Excellent problem-solving, verbal communication, and listening skills for effective interactions with guests and staff.
  • Knowledge of hotel operations, offers, and the local area.
  • Fluency in English and Italian languages, with other languages a plus.
  • Demonstrated emotional intelligence and leadership abilities.
  • A passion for the hospitality industry and delivering luxury service excellence.
  • Flexibility and dedication to creating unforgettable experiences for our guests.

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