Assistant Front Office Manager F/M/X

Position Overview

The Assistant Front Office Manager supports the Front Office & Butlers Manager in overseeing and coordinating all Front Office, Butlers & Guest Centricity operations, ensuring exceptional guest service, operational excellence, and financial performance in line with 5-star luxury hotel standards. This role plays a key part in day-to-day leadership of the Front Office, Butlers & Guest Centricity team and acts as the Front Office & Butlers Manager in their absence.

Responsibilities

• Assisting in the management of all Front Office, Butlers & Guest Centricity operations, including guest reception and registration (arrivals, departures), room inventory and availability, guest service standards, product quality, cost controls, and departmental profitability.
• Supporting the implementation and enforcement of Front Office, Butlers & Guest Centricity policies, procedures, brand standards, and service initiatives to ensure consistent luxury service delivery.
• Supervising daily Front Office, Butlers & Guest Centricity activities and shifts, ensuring smooth operations across all touchpoints, including night operations when required.
• Acting as Front Office & Butlers Manager in their absence, assuming full responsibility for departmental operations and decision-making.
• Training, coaching, monitoring, and developing team members; conducting performance evaluations, providing continuous feedback, and supporting recognition and engagement initiatives.
• Monitoring guest satisfaction scores and service trends, proactively addressing service gaps and implementing improvements.
• Ensuring full compliance with company standards, operational procedures, and legal requirements by all Front Office, Butlers & Guest Centricity teams members.
• Welcoming VIPs and repeat guests, anticipating needs, handling special requests, and ensuring personalized service experiences.
• Handling guest complaints and escalated issues promptly, professionally, and with a solutions-focused approach.
• Ensuring guests’ needs are met efficiently and effectively throughout their stay to maximize satisfaction and loyalty.
• Supporting and implementing up-selling and cross-selling strategies to promote hotel services, facilities, and experiences, maximizing revenue opportunities.
• Ensuring Front Office, Butlers & Guest Centricity team members maintain up-to-date knowledge of hotel products, services, facilities, promotions, pricing, policies, and local attractions.
• Assisting with audit procedures, reporting, and operational controls as required.
• Supporting recruitment, onboarding, and training of Front Office, Butlers & Guest Centricity team members in collaboration with the People & Culture team.
• Assisting in the implementation and enforcement of safety and security procedures to protect guests, employees, and hotel assets.
• Responding effectively to emergencies, including medical incidents, fire alarms, and guest disturbances, and liaising with security, management, and emergency services as necessary.

• Proven experience as an Assistant Front Office Manager or Front Office Supervisor in a luxury or 5-star hospitality environment.
• Bachelor’s degree in hospitality management, Business Administration, or a related field is highly preferred.
• Strong knowledge of luxury hospitality standards and Front Office operations.
• High proficiency in hotel property management systems and standard office software.
• Demonstrated leadership and team-management skills with the ability to motivate and support a diverse team.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, colleagues, and senior management.
• Strong problem-solving, judgment, and decision-making abilities, particularly in high-pressure situations.
• Eligibility to work in Italy.

• A competitive salary package
• ALL - Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
• Learning & development: Opportunity to develop your talent and grow within your property and across the world! 
• Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.