Job Description
The Front Office Manager will be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service.
Responsibilities:
* Managing all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policies’ and procedures’ implementation and enforcement and meeting high participation.
* Training, monitoring and developing team member performance, conducting evaluations, providing constant feedbacks and delivering recognition and reward.
* Constantly monitoring and assessing service and satisfaction trends, evaluating and addressing issues and making improvements accordingly.
* Ensuring all team (including night staff) full and constant compliance with Company standards,
* Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolving guest concerns.
* Handling and reporting guest complaints promptly and professionally.
* Ensuring that guests' needs are met efficiently and effectively during their stay.
* Initiating and implementing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
* Assuring team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
* Completing audit procedures.
* Recruiting, interviewing and training team members in collaboration with People&Culture team.
* Implementing and enforcing security protocols to safeguard guests, employees and hotel property,
* Monitoring surveillance cameras and security systems to detect any suspicious activity.
* Responding to emergencies, including medical incidents, fire alarms, and disturbances in a calm and efficient manner.
* Collaborating with local law enforcement and emergency services when necessary.
Qualifications
* Degree in Hospitality Management, Business Administration, or related field is highly preferred.
* Solid experience as FOM in luxury hospitality with standards’ deep knowledge is mandatory.
* Strong leadership skills with the ability to motivate and inspire a complex and diverse team.
* Excellent communication and interpersonal skills, with the ability to interact effectively both with Corporate and hotel colleagues and with guests and employees at all levels.
* Sound judgment and decision-making abilities, especially in high-pressure situations.
* High proficiency in using hotel management software and other computer systems.
* Hotel Pre-opening experience is preferred.
* Excellent communication with fluency in Italian and English, both spoken and written.
* Curious, team player, caring about colleagues and guests, attention to details.
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.