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Luxury Hotel Operations Manager

2 mesi fa

Portofino, Liguria, Italia Belmond A tempo pieno

About the Role:

We are seeking a highly skilled and experienced Front Office Manager to join our team at Belmond. As a Front Office Manager, you will be responsible for the efficient operation of the Front Office Department, ensuring that our guests receive the highest standard of service.

Main Responsibilities:

  • Greeting Guests and Ensuring a Smooth Check-in and Check-out Experience: Greet guests warmly and ensure a seamless check-in and check-out process, providing accurate information and resolving any issues promptly.
  • Rooming Guests and Providing Information: Room guests according to their preferences and provide information about the hotel and local area, ensuring that guests feel welcome and informed.
  • Answering Enquiries and Providing Assistance: Answer enquiries and provide assistance to guests, responding to their needs and requests in a timely and professional manner.
  • Organizing Special Requests and Communicating with Departments: Organize special requests and communicate with all departments within the hotel to ensure that guests receive the highest standard of service.
  • Implementing Quality Assurance Standards: Implement the Leading Quality Assurance Standards to ensure that our guests receive the highest standard of service.
  • Supporting and Supervising Front Office Staff: Support and supervise front office staff, providing guidance and training to ensure that they are equipped to provide excellent service to our guests.
  • Supervising Workload and Maintaining Relationships: Supervise workload during shifts and maintain working relationships with all departments, ensuring that communication is clear and effective.
  • Allocating Guest Rooms and Verifying Room Status: Allocate guest rooms according to reservation requests and guest needs, verifying that accurate room status information is maintained and properly communicated.
  • Resolving Guest Problems and Conducting Meetings: Resolve guest problems quickly, efficiently, and courteously, conducting regularly scheduled meetings with the front office team to discuss progress and address any issues.
  • Maximizing Room Revenue and Occupancy: Maximize room revenue and occupancy by reviewing status daily, ensuring that our guests receive the highest standard of service.
  • Ensuring Implementation of Hotel Policies and Operating Systems: Ensure implementation of all hotel policies and house rules, operating all aspects of Front Office computer systems efficiently and effectively.
  • Responding to Messages and Emails: Respond to all messages and emails in a timely and professional manner, ensuring that our guests receive the highest standard of service.
  • Monitoring VIP Guests and Requests: Monitor all VIP guests and requests, ensuring that their needs are met and exceeded.
  • Reviewing Daily Reports and Maintaining Filing Systems: Review daily front office work and activity reports generated by Night Audit, maintaining an organized and comprehensive filing system with all documentation.
  • Performing Duty Manager Duties: Perform Duty Manager duties and other duties requested by management, ensuring that our guests receive the highest standard of service.

Requirements:

  • Experience and Qualifications: At least 5 years of previous professional experience preferably at international level in the same role, with a strong understanding of hotel operations and management.
  • Language Skills: Fluent in English and Italian, with a third language required.
  • Technical Skills: Knowledge of Hotel Management software and the Microsoft Office package (Word, Excel, PowerPoint, Publisher).

About Belmond:

Belmond has been a pioneer of exceptional luxury travel since 1976. Our portfolio extends across 24 countries with 46 remarkable properties. We treasure history while looking to the future, embracing community spirit and responsible, sustainable tourism. We are part of the world's leading luxury group, LVMH Moët Hennessy Louis Vuitton, and are committed to diversity and inclusion in the workplace.