For a 5* resort in Tuscany, we are currently recruiting for a

FRONT DESK MANAGER

Reporting directly to the Front Office Manager, he/she will be responsible for the management of all aspects of the Front Desk functions, in accordance with resort standards.

Essential duties & responsibilities:

• Serve as the Manager on Duty.
• Handle all guest compliments, comments, observation and complaints in a timely and effective manner, ensuring guest’s complete satisfaction.
• Ensure the operation within department is efficient and financially making sense.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis;
• Supervise, Guide and Support all colleagues in the department with their duties.
• Encourage the sense of teamwork throughout the hotel.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Motivate and inspire the colleagues with positive attitude and high energy to maximize their performance.
• Keep the colleagues informed & up to date with information related to the resort.
• Maintain all information and files, ensure that paperwork is kept to a minimum and Guest information to be stored following company’s Policy and Procedure.
• Ensure all the supply and tool for the colleagues to use are always sufficient and available.
• Ensure accurate communication of information and guest requests to all relevant departments.
• Ensure all the request and question by internal and external guest to be responded in timely and efficiently manner and out come to be up to guest’s complete satisfaction
• Perform assigned projects in Front Desk area, ensure the best possible outcome.
• Perform administrative duties such as, but not limited to, daily schedule/hours edit in system, payroll, inventory, purchase requests, attendance record etc. assigned by Front Office Manager.
• Ensure a friendly warm, genuine, and efficient guest’s arrival and departure experience
• Interact with guests in person; recognize and anticipate their individual needs.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• To be presence at public area for the quality check to be performed for colleagues and ensuring all standards are met in services.
• Support Front Office Manager to manage successful Front Office upselling activities, encouraging participation and growth to contribute to maximizing the room revenues.
• Support Front Office Manager to manage to discuss and evaluate colleague’s performance throughout the year
• Attend management meeting in absence of Front Office Manager.

Job Requirements:

• 3+ years Front Desk supervisory or above experience in a luxury hotel.
• Team leader with good training and motivation skills
• Good problem and conflict resolutions skills.
• Customer oriented with a strong focus on delivering an excellent service
• Computer literate to include Microsoft Office, Word, PowerPoint, Excel etc.
• Ability to work in a flexible schedule.

• Excellent knowledge of English, both oral and written.

Location: Florence province