Front Office Manager - Splendido, a Belmond Hotel

At Splendido, A Belmond Hotel, part of the prestigious LVMH Group, we stand as a symbol of timeless elegance, perched high above the sparkling Gulf of Tigullio and the enchanting village of Portofino. Our history is legendary, and with each season, we continue to reimagine the future of luxury hospitality, where heritage meets innovation.
Become part of a caring team of professionals striving for excellence. At Belmond we look for effortlessly engaging characters, whose personality, humor and charm shine through, creating a culture for unscripted and instinctive service and genuine human connection.
We are looking for a Front Office Manager to manage our guest-focused Front Office team.
The Front Office Manager is responsible for overseeing all front desk operations, ensuring that all hotel standards and procedures are fully implemented and maintained. The role involves managing staff, optimizing guest satisfaction, and maintaining operational efficiency in the front office department.
He/She will Report to the Front of House Manager.
**What You’ll Do**: - Leadership and Management: supervise the front office team members to ensure they deliver excellent customer service. This includes hiring, training, scheduling, and evaluating staff performance; supervising workload during shifts; perform Duty Manager duties and other duties requested by management.
- Guest Experience: ensure guests receive prompt, professional attention and personal recognition throughout their stay. Handle guest complaints efficiently while maintaining a high level of service. Monitor all V.I.P 's special guests and requests, in synergy with the guest relations department.
- Operational Management: oversee the operation of all aspects of the front desk functions, including check-in/check-out processes, room assignments (according to the reservation requests and guests needs) and information provision to guests; operate all aspects of Front Office computer systems; review daily front office work and activity reports generated by Night Audit; review Front office log book and guest feedback on a daily basis; maintain an organized and comprehensive filing system with all documentation.
- Communication: liaise with other departments to ensure seamless service delivery. Communicate effectively with housekeeping regarding room status updates and with maintenance on any reported issues.
- Revenue Maximization: work closely with the executive office team to implement strategies that drive occupancy rates and average daily rates. Cross-sell other services provided by the hotel where possible.
- Compliance & Quality Assurance: maintain strict adherence to all relevant laws and regulations governing hotel operations (including health & safety). Ensure that front office operations meet the brand’s standards through regular audits and quality assurance measures. Implementing of the Leading Quality Assurance Standards.
- Training & Development: develop ongoing training programs to ensure that the front office team has up-to-date knowledge of hotel policies and procedures as well as current trends in hospitality customer service.
- Budgeting & Forecasting: assist in preparing budgets and financial reports. Control expenses within the front office department and find ways to reduce costs without compromising on quality or service levels.
- Problem-Solving: act as an escalation point for issues beyond the scope of frontline staff capabilities; resolve complex problems arising from guest complaints or operational challenges swiftly; organizing special requests and communicate with all departments within the hotel to ensure that our guests receive the highest standard of service. **Requirements**:
**Who You Are**: - At least 3 years of previous professional experience in the same role of an extra luxury brand, preferably at international level;
- Bachelor’s degree in Hospitality Management or related field preferred.
- Strong leadership skills with an ability to motivate teams.
- Excellent communication skills, both verbal and written.
- Proficiency with hotel management software
- Ability to work flexibly under pressure in a fast-paced environment.
- Fluent in Italian and English; knowledge of additional languages is an advantage due to international clientele.
- Exceptional organizational skills with great attention to detail.
- Solid experience and knowledge of Leading Quality Assurance (LQA) standards Working at Splendido, A Belmond Hotel requires dedication to uphold its reputation for exceptional service quality; thus this role demands someone passionate about hospitality who thrives on creating unforgettable experiences for every guest they encount **Benefits**:
**What You’ll Gain**:
At Splendido, we don’t just offer jobs; we create pathways for growth. We believe in nurturing talent and providing opportunities for long-term development. As a **Front Office Manager**, you’ll have the chance to grow your career, shaping the future of hospitalit