27 ott - Firenze
Gamma Recruitment
About the company
We are a fast-growing hospitality group running design-led serviced apartments and hotels in several European cities. We are hiring a Front Office Manager for one of our properties. This search is confidential.
The role
You will lead the front office and guest experience team. Your goal is to give every guest a smooth, personal stay from booking to check-out. You will work closely with Housekeeping, Maintenance and Revenue.
What you’ll do
- Lead, schedule and coach the reception and guest experience team
- Manage check-in and check-out, including digital and self check-in processes
- Handle guest requests, complaints and online reviews, with a focus on guest satisfaction scores
- Coordinate daily with Housekeeping and Maintenance so apartments are ready on time
- Make sure reservations, deposits, payments and invoicing are handled correctly in the PMS
- Find upselling opportunities (early check-in, late check-out, extras) and help grow ancillary revenue
- Track KPIs and report on them: occupancy, reviews, response times, upselling
- Keep procedures and service standards current, and train new team members on them
What we’re looking for
- 3+ years in front office or guest relations, with at least 1 year leading a team
- Experience in serviced apartments, aparthotels or hotels
- Comfortable with PMS and channel managers (e.g. Mews, Cloudbeds, Opera or similar)
- Fluent English and [local language]; other languages are a plus
- Calm under pressure, well organised and service-minded
- Able to work shifts, weekends and holidays when needed
What we offer
- Competitive salary plus variable pay linked to targets: [salary range]
- A key role in an international group that is growing
- Room to grow as the group opens new properties
- A young, multicultural team
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