FRONT OFFICE MANAGER

Main purpose:
The Front Office Manager is responsible for the operations, strategies and development of our Front Office department, ensuring the highest standards of service. He/she will support and coordinate the departments’ supervisors and team in order to achieve the relevant key performance indicators of the property.
Reports to: Rooms Division Manager.

Main duties & responsibilities:
• Responsible for Front Office effective management and Guest service delivery. He/she will be the role model of Rocco Forte Hotels service style: great attention to customization of Guest service and interaction and exquisite knowledge of the location.
• Assist the Guest Relations Manager in creating a personalised relationship with the Guests and a tailor made experience for each one of them.
• Responsible for selection and development of direct reports and Team Members, monitoring performance and providing feedback; responsible for supporting direct reports in team selection, management and development.
• Responsible for leading the department in order to reach financial, quality and people objectives. Assure that all finance and department procedures are followed.
• Daily cooperation with Reservations to maximise occupancy and room revenue. Development of profit improvement ideas.
• Manage room allocation, review room availability status, front office accounting tasks; Coordination with Housekeeping & Maintenance to ensure that Guest’s preferences and satisfaction are implemented.
• Support the Senior Management in handling all issues related to the safety, security, satisfaction and well-being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.
• Responsible for suggesting inputs for Front Office budgeting and forecasting.
• Proactive in suggesting ideas to improve guest service and hotel profit.
• Be a role model for team development and produce evidence of professional growth of team members

We offer:
• Permanent contract according to C.C.N.L. Settore Turismo.
• Learning & development activities and career opportunities.
• Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Forte".
• Staff celebrations.

Competencies required:
• Managing Team Performance: Sets high standards for oneself and Team Members, provides guidance, development and takes corrective action in order to achieve consistently high levels of service.
• Personal Effectiveness: Adapts interpersonal style and skills so that high quality results are achieved. Modifies behaviour to accommodate for certain individuals, situations and different tasks.
• Personal and team development: Seeks opportunities to learn and to develop themselves and others in order to add value to the performance of the department and hotel.
• Business awareness: Understands the direct connection between day-to-day service delivery and how it impacts departmental, hotel and company success.
• Service excellence: Delivers service standards, which consistently exceed guest expectations.
• Technically skilled: Demonstrates and understands job requirements and displays the technical skills and knowledge required to perform job well and in line with the departmental SOPs.

Other requirements:
• Fluent in Italian and English. A third language is preferred (Spanish, French or German)
• Professional experience as Front Office Manager in 5 stars hotels; international experience preferred
• Preferable degree in hotel management
• Preferable evidence of self-development through specialized courses, conferences/workshops
• Knowledge of Hotel Management software such as Opera.
• Knowledge of the Microsoft Office package (Word, Excel, PowerPoint,).

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).