Front Office Supervisor

Company Description

About Orient Express

Artisan of travel since 1883, Orient Express sublimates the art of travel with its luxury trains, hotels, and sailing yachts. The brand has just launched its first hotel, Orient Express La Minerva, in Rome – which will be followed by Orient Express Venezia at Palazzo Donà Giovannelli in 2026. The experience continues with the recent launch of La Dolce Vita Orient Express train, followed by Orient Express Corinthian in 2026, the first of two Orient Express Sailing Yachts, and finally, the return of L'Orient Express train to railways. Since 2022, Orient Express is part of Accor Group's leading collection of luxury brands with a century-old legacy in the hotels and fine- dining sectors. In 2024, Accor and LVMH entered into a strategic partnership to accelerate the development of Orient Express. Follow the journey at @orientexpress on Instagram or visit the website at

About Orient Express Venezia At Palazzo Donà Giovannelli

Orient Express will open its second hotel in Italy at the exceptional in Venice. Architect and interior designer Aline Amar d'Amman, alongside her studio Culture in Architecture, has been entrusted to design and decorate the space. Venice, once the gateway to Constantinople and a mythical stop on the legendary Orient Express train – that opened its doors in 1919 with the completion of the Simplon tunnel linking Switzerland to Italy – will be the home of the second Orient Express hotel, set to open in 2026.

Job Description

The Front Office Supervisor is responsible for the daily supervision of front desk operations, ensuring exceptional customer service, optimal guest satisfaction, and the smooth running of administrative activities. The Front Office Supervisor leads the team of Guest Relations Ambassadors and ensures that the hotel's quality standards and objectives are met.

Key Responsibilities

Oversee daily front desk operations, ensuring exceptional guest service from arrival to departure.
Manage guest inquiries, requests, and concerns, ensuring prompt resolution and satisfaction.
Proactively anticipate guest needs and provide personalized assistance.
Promote and sell hotel services (rooms, dining, spa, excursions) to enhance guest experience and revenue.
Maintain high standards of service quality, confidentiality, and discretion.
Handle billing, payments, and cash management accurately.
Manage guest records, reservations (especially off-hours), and communication channels (switchboard, email).
Oversee inventory management, safe operations, and guest relocations.
Ensure smooth handling of luggage and vehicle flows.
Contribute to team training and ensure adherence to hotel standards.
Maintain a safe, clean, and accessible front entrance and surrounding areas.
Facilitate effective communication between guests, departments, and external partners.

Qualifications

Higher education in Hospitality Management.
Minimum of 3 years in a similar role within luxury hospitality.
Strong team management and leadership skills.
Fluent in Italian and in English. Any extra european language is a plus.
Ability to communicate in Chinese, Arabic, or Russian is also valued.
Exceptional interpersonal skills.
Customer service orientation.
Precision, organization, and time management skills.
Ability to anticipate needs and take initiative.
Teamwork and adaptability.
Passion for hospitality and service.
Discretion and practical problem-solving abilities.
Professional demeanor and appearance.

Additional Information

A competitive package (base salary and yearly bonus)
Medical Insurance, integrating Collective Labor Agreement one and extended to the family
Ticket Restaurant
Annual leave
ALL - Heartist Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
Learning & development: Opportunity to develop your talent and grow within your property and across the world
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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