Front Office Manager

For a charming 5-star resort in Sicily, we are looking for a

FRONT OFFICE MANAGER

As a Front Office Manager, you will be responsible for leading the Front of House team and supporting departmental management in overseeing Front Desk operations, with the aim of exceeding hospitality budgets. This will be achieved by ensuring service excellence for all guests, responding to a wide range of requests, and adding a personal touch to guarantee they receive the highest level of satisfaction, all while adhering to corporate guidelines.

You will:

1. Oversee daily front office operations, including check-in, check-out, reservations, and guest reception, ensuring every detail is meticulously handled.
2. Train, motivate, and supervise front office staff, fostering a collaborative and excellence-driven work environment.
3. Ensure that every guest receives a warm, personalized welcome that embodies the brand’s values. Address and resolve complex complaints or issues swiftly and effectively to maximize guest satisfaction. Coordinate special requests, private events, or specific guest needs, working closely with all departments.
4. Monitor operational efficiency and implement innovative strategies to enhance guest experience and internal workflows.
5. Build and maintain positive relationships with suppliers, partners, and local stakeholders to strengthen the hotel’s presence and reputation in the area.
6. Monitor departmental performance through KPIs, preparing detailed reports for the General Management.
7. Implement the service customization plan assigned to the Food & Beverage departments, ensuring regular monitoring and continuous adjustments.
8. Collaborate with the General Manager on budget preparation, forecasts, and financial reports. Develop strategies to improve occupancy rates, average daily rate (ADR), and brand reputation.
9. Ensure guests enjoy an authentic Sicilian experience by highlighting the region’s unique cultural and culinary heritage.
10. Quickly address complex guest complaints or operational challenges. Organize special requests and coordinate with all hotel departments to deliver the highest level of service.

What we are looking for:

1. At least 3 years of previous professional experience in the same role of a luxury brand, preferably at international level.
2. Excellent communication skills, both verbal and written.
3. Exceptional organizational skills with great attention to detail.
4. Strong leadership skills with an ability to motivate teams.
5. Ability to work flexibly under pressure in a fast-paced environment.
6. Solid experience and knowledge of SOP in a luxury environment.
7. Proficiency with one or more PMS for the hospitality industry.
8. Fluent in Italian and English; knowledge of additional languages is an advantage due to international clientele.
9. Familiarity with Microsoft Office Suite (Excel, Word, PowerPoint).
10. Bachelor’s degree in Hospitality Management or related field preferred.

Location: Sicily, Italy