ASSISTANT FRONT OFFICE MANAGER (FMX)

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.
• Bachelors 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 judgment 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.

Remote Work :

No

Employment Type :

Full-time