For a Marriott lifestyle urban resort 4*L in Tuscany, we are currently recruiting for a

FRONT OFFICE MANAGER

Reporting directly to the Hotel Manager, he/she will be responsible for the management of all aspects of the Front Office functions, in accordance with resort standards. Marriott brand standards, and the delivery of exceptional guest experiences.

What you will do:

• Front Desk Operations
• Manage day-to-day operations, ensuring the quality and meeting the expectations of the customers.
• 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.
• Perform administrative duties such as, but not limited to, daily schedule/hours edit in system, payroll, inventory, purchase requests, attendance record etc.
• Manage successful Front Office Upselling, encouraging participation and growth to contribute to maximizing the room revenues.

• Reservation Operations
  • Manage all incoming reservation requests via phone, email, and online platforms.
  • Ensure accuracy in booking details and guest profiles.
  • Handle special requests and resolve booking issues.
  • Monitor booking trends and adjust availability and rates accordingly.
  • Implement pricing strategies in coordination with the Revenue Manager and the Owners.
  • Monitor Guest Satisfaction Scores (GSS) and implement action plans to continuously improve guest experience.
  • Ensure proper recognition and engagement of Marriott Bonvoy Elite Members in accordance with brand standards.
  • Ensure compliance with Marriott Brand Standards, QA Audits and operational procedures.
  • Handle all guest compliments, comments, observation and complaints in a timely and effective manner, ensuring guest’s complete satisfaction.
  • Ensure all the request by guests to be responded in timely and efficiently manner and out come to be up to customer complete satisfaction
  • Ensure a friendly warm, genuine, and efficient guest’s arrival and departure experience.

• Team Leadership:
  • Supervise, Guide and Support all colleagues in the department with their duties.
  • Encourage the sense of teamwork throughout the resort.
  • Motivate and inspire colleagues with positive attitude and high energy to maximize their performance.
  • To be presence at public area for the quality check to be performed for colleagues and ensuring all standards are met in services.
  • Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Evaluate colleague’s performance throughout the year

What we need:

• 2+ years’ experience as Front Office Manager or 4+ years’ experience as Assistant Front Office Manager in a luxury/upscale hotel/resort.
• Strong interpersonal and communication skills.
• Perfect standing.
• Excellent problem and conflict resolutions skills.
• Excellent knowledge of Opera PMS
• Computer literate to include Microsoft Office, Word, PowerPoint, Excel etc.
• Ability to work in a flexible schedule.

• Excellent knowledge of English and Italian, both oral and written.

Preferred Requirements:

• Previous experience within Marriott International properties.
• Hands-on experience with Marriott systems including Opera PMS, MARSHA, Marriott Bonvoy and GSS.
• Experience working with Marriott Brand Standards and QA Audits.
• Proven track record in Front Office upselling and guest satisfaction improvement.
• Previous experience in lifestyle, luxury or upscale hospitality environments.

What we offer:

• Permanent contract.
• Competitive salary
• Relocation Bonus
• Canteen and laundry service
• Career development opportunities within an international hospitality environment

Location: Tuscany