We are looking for a passionate, service-driven, and people-focused
Assistant Front Office Manager
to support the delivery of exceptional guest experiences at
Thompson Hyatt Rome
. This role is key in ensuring seamless front office operations, fostering a culture of service excellence, and creating memorable, personalized journeys for our guests.
The ideal candidate has a strong background in
luxury 5-star hospitality
, combines operational expertise with leadership skills, and thrives in a fast-paced, lifestyle hotel environment.
Role Overview
The
Assistant Front Office Manager
supports the Front Office Manager in overseeing daily front office operations, managing guest relations, and leading the front office team to consistently exceed guest expectations. This role plays a vital part in maintaining brand standards, enhancing guest satisfaction, and driving operational efficiency.
Responsibilities:
Administration
Support the oversight of front office operations in alignment with the hotel's strategic objectives.
Maintain and regularly update the Front Office Operations Manual to ensure consistency in service delivery.
Facilitate effective internal communication and participate in team meetings to ensure smooth operations.
Maintain accurate records of guest feedback, service metrics, and operational reports.
Customer Service
Ensure all front office team members deliver exceptional service in line with the Thompson brand promise.
Supervise and support guest check-in and check-out processes, ensuring a seamless and personalized experience.
Engage directly with guests to gather feedback and proactively address needs or concerns.
Handle and resolve guest complaints with professionalism, empathy, and efficiency, promoting a guest-centric culture.
Financial
Support the Front Office Manager in managing departmental budgets and controlling operational costs.
Assist in implementing revenue management strategies to maximize occupancy and profitability.
Analyze operational performance metrics to identify opportunities for improvement and enhanced guest satisfaction.
Marketing
Collaborate with the Marketing team to promote front office initiatives and guest engagement programs.
Support the development of communications and materials aligned with the hotel's lifestyle positioning.
Monitor guest engagement and feedback related to front office initiatives and suggest improvements.
Operations
Supervise daily front office activities to ensure service consistency and operational excellence.
Ensure all guest communications reflect the brand's identity, tone, and values.
Stay informed about industry trends, market dynamics, and competitor offerings.
People & Talent Development
Support recruitment, onboarding, and training of front office team members.
Ensure staff adhere to brand standards and performance expectations.
Provide continuous coaching and support to foster professional growth and a positive team culture.
Qualifications & Experience:
Previous experience in an
Assistant Front Office Manager, Front Office Shift Leader, or Front Desk Agent
role within a
5-star luxury hotel
environment.
Strong understanding of luxury service standards and personalized guest experiences.
Diploma or Degree in Hospitality Management, Tourism, or a related field is preferred; equivalent professional experience will be considered.
Required Skills
Excellence in customer service with a strong focus on personalized and attentive service.
Proven ability to manage and resolve guest complaints calmly and effectively.
Excellent verbal and written communication skills in
Italian
.
Proficiency in
English
is required; knowledge of additional foreign languages is an advantage.
Strong problem-solving skills with the ability to handle unexpected situations with composure.
Leadership mindset with the ability to motivate and support team members.
Thompson Hyatt Rome
is committed to creating an inclusive and diverse workplace. We encourage applications from all qualified candidates regardless of gender, age, nationality, ethnicity, disability, sexual orientation, religion, or background. Diversity and inclusion are fundamental to our culture and succe