Job Description
Position Overview
The Assistant Front Office Manager supports the Front Office & Butlers Manager in overseeing and coordinating all Front Office, Butlers & Guest Centricity operations, ensuring exceptional guest service, operational excellence, and financial performance in line with 5-star luxury hotel standards. This role plays a key part in day-to-day leadership of the Front Office, Butlers & Guest Centricity team and acts as the Front Office & Butlers Manager in their absence.
Responsibilities
Assisting in the management of all Front Office, Butlers & Guest Centricity operations, including guest reception and registration (arrivals, departures), room inventory and availability, guest service standards, product quality, cost controls, and departmental profitability.
Supporting the implementation and enforcement of Front Office, Butlers & Guest Centricity policies, procedures, brand standards, and service initiatives to ensure consistent luxury service delivery.
Supervising daily Front Office, Butlers & Guest Centricity activities and shifts, ensuring smooth operations across all touchpoints, including night operations when required.
Acting as Front Office & Butlers Manager in their absence, assuming full responsibility for departmental operations and decision‐making.
Training, coaching, monitoring, and developing team members; conducting performance evaluations, providing continuous feedback, and supporting recognition and engagement initiatives.
Monitoring guest satisfaction scores and service trends, proactively addressing service gaps and implementing improvements.
Ensuring full compliance with company standards, operational procedures, and legal requirements by all Front Office, Butlers & Guest Centricity teams members.
Welcoming VIPs and repeat guests, anticipating needs, handling special requests, and ensuring personalized service experiences.
Handling guest complaints and escalated issues promptly, professionally, and with a solutions‐focused approach.
Ensuring guests' needs are met efficiently and effectively throughout their stay to maximize satisfaction and loyalty.
Supporting and implementing up‐selling and cross‐selling strategies to promote hotel services, facilities, and experiences, maximizing revenue opportunities.
Ensuring Front Office, Butlers & Guest Centricity team members maintain up‐to‐date knowledge of hotel products, services, facilities, promotions, pricing, policies, and local attractions.
Assisting with audit procedures, reporting, and operational controls as required.
Supporting recruitment, onboarding, and training of Front Office, Butlers & Guest Centricity team members in collaboration with the People & Culture team.
Assisting in the implementation and enforcement of safety and security procedures to protect guests, employees, and hotel assets.
Responding effectively to emergencies, including medical incidents, fire alarms, and guest disturbances, and liaising with security, management, and emergency services as necessary.
Qualifications
Proven experience as an Assistant Front Office Manager or Front Office Supervisor in a luxury or 5-star hospitality environment.
Bachelor's degree in hospitality management, Business Administration, or a related field is highly preferred.
Strong knowledge of luxury hospitality standards and Front Office operations.
High proficiency in hotel property management systems and standard office software.
Demonstrated leadership and team‐management skills with the ability to motivate and support a diverse team.
Excellent communication and interpersonal skills, with the ability to interact effectively with guests, colleagues, and senior management.
Strong problem‐solving, judgement, and decision‐making abilities, particularly in high‐pressure situations.
Eligibility to work in Italy.
Additional Information
A competitive salary package
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.
We comply with all applicable laws and provide equal employment opportunities to all employees and qualified applicants regardless of race, color, religion, gender, national origin, age, disability, or other protected status.
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