Responsable de front office
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We are a fast-growing hospitality group running design-led serviced apartments and hotels in several European cities. We are hiring a Front Office Manager for one of our properties. This search is confidential.
Si candidi in fretta: consulti la descrizione completa scorrendo verso il basso per scoprire tutti i requisiti di questo ruolo.
The role
You will lead the front office and guest experience team. Your goal is to give every guest a smooth, personal stay from booking to check-out. You will work closely with Housekeeping, Maintenance and Revenue.
What you’ll do
- Lead, schedule and coach the reception and guest experience team
- Manage check-in and check-out, including digital and self check-in processes
- Handle guest requests, complaints and online reviews, with a focus on guest satisfaction scores
- Coordinate daily with Housekeeping and Maintenance so apartments are ready on time
- Make sure reservations, deposits, payments and invoicing are handled correctly in the PMS
- Find upselling opportunities (early check-in, late check-out, extras) and help grow ancillary revenue
- Track KPIs and report on them: occupancy, reviews, response times, upselling
- Keep procedures and service standards current, and train new team members on them
What we’re looking for
- 3+ years in front office or guest relations, with at least 1 year leading a team
- Experience in serviced apartments, aparthotels or hotels
- Comfortable with PMS and channel managers (e.g. Mews, Cloudbeds, xysqume Opera or similar)
- Fluent English and [local language]; other languages are a plus
- Calm under pressure, well organised and service-minded
- Able to work shifts, weekends and holidays when needed
What we offer
- Competitive salary plus variable pay linked to targets: [salary range]
- A key role in an international group that is growing
- Room to grow as the group opens new properties
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