Front Desk Manager

HOTEL DESCRIPTION Borgo Pignano Florence is a refined boutique hotel nestled in a 5-hectare park on the picturesque Florentine hills, just a few minutes from the historic center. The property, part of the prestigious Relais & Châteaux collection, will offer 32 rooms and suites, a private villa, an exclusive SPA, a heated pool, two restaurants, and evocative spaces for events. An oasis of relaxation and refinement in the heart of Florence. BRIEF ROLE DESCRIPTION As the Front Desk Manager at Borgo Pignano, you will take full ownership of the front desk operations, leading the team to deliver exceptional guest experience while ensuring operational excellence. You will play a critical role in upholding our high service standards, driving team performance, and fostering collaboration across departments to maintain the hotel's reputation for outstanding hospitality. Reports to : Director of Rooms MAIN RESPONSIBILITIES Lead, manage, and motivate the front desk team by providing training, coaching, and clear performance expectations to ensure a professional, positive, and service-driven culture. Oversee all front desk operations including guest check-in, check-out, room assignments, reservations, billing, cash handling, and administrative functions, ensuring accuracy, efficiency, and compliance with GDPR and company policies. Handle complex guest inquiries and resolve escalated complaints with diplomacy and tact to maintain guest satisfaction and loyalty. Develop and implement procedures to optimize front desk workflows, enhance service quality, and improve guest experiences. Collaborate strategically with housekeeping, maintenance, food & beverage, and other departments to guarantee coordinated service delivery, with special focus on VIP guests and special requests. Monitor daily preparations and facilitate effective communication across shifts and departments to ensure operational continuity and readiness. Ensure strict adherence to security protocols and efficiently manage emergency situations in line with company standards. Maintain and analyze accurate guest records, financial reports, and operational data to support informed decision-making. Provide regular performance feedback, conduct evaluations, and identify training needs to support continuous team development. Enforce hotel policies and standards consistently to uphold Borgo Pignano's brand and reputation. Drive initiatives that contribute to a positive, respectful, and inclusive workplace culture. Undertake additional leadership responsibilities as assigned by senior management. REQUIREMENTS Minimum 2 years experience in Front Office of 5 stars hotels Evidence of self-development and development of others Excellent verbal and written communication skills for interacting with guests and staff in English. Second language is a plus. A strong commitment to providing exceptional customer service. · Proficiency in using property management systems (PMS) such as Opera Cloud and Microsoft Office Suite References OUR OFFER Start date: May **** with an 8-month fixed-term contract as per the National Collective Labour Agreement for the Tourism Sector, with the aim of conversion to a permanent contract in ******** hours per week over 5 days with two rotating days off. Internal training on operational procedures and introduction to the Relais & Châteaux circuit. Training on Quality assessment and sector regulations. Welfare credit provided based on guest satisfaction. Company canteen. Uniform and uniform laundry service. No lodging facilities Workplace: Via Bolognese, 89 - Firenze