Assistant General Manager – Student Accommodation

Hines; Firenze; In loco; EUR 35.000 - 48.000; Tempo pieno

Descrizione del lavoro

aparto is looking for an Assistant General Manager to lead the residence operations in Firenze, ensuring smooth daily service and high guest satisfaction.

You will supervise the Front Office, oversee check-ins/outs, optimise room occupancy, and work with housekeeping and maintenance to uphold standards.

Fluent English and Italian are essential; experience with PMS/Front Office software and strong leadership are required to develop the team and deliver outstanding experiences.

Competenze

• 2–3 years in a supervisory hospitality role.
• Experience with PMS and Front Office software.
• Excellent command of English and Italian; additional languages are considered an advantage.
• Excellent communication, organisational, and problem‑solving skills.
• Ability to work effectively within a team, manage multiple priorities, and thrive in a fast‑paced environment.

Mansioni

• Oversee daily front office operations and guest services.
• Coordinate check-in/check-out and reservations.
• Ensure occupancy optimization and revenue controls.
• Lead reception team and train staff.
• Collaborate with General Manager and marketing for promotions.
• Maintain cleanliness and service standards.
• Prepare periodic occupancy and performance reports.
• Act as Deputy Manager on Duty during weekends.

Conoscenze

Leadership

Team management

PMS experience

Front Office software

English language

Italian language

Communication

Organizational skills

Problem solving

Teamwork

Customer service

Adaptability

Hospitality passion

Strumenti

PMS (Property Management System)

Front Office software

Descrizione del lavoro

Overview

Who are we?

aparto is an accommodation and student experience provider, we want to provide amazing experiences in all of our communities by investing in our people, our facilities and our brand. We believe in student homes, not student rooms, and we want to provide the best experience possible. We strive to constantly improve. To take feedback from our teams, our residents and our business partners. We aim to provide safe, fun places to live and work.

Responsibilities

Role Profile

The Assistant General Manager is the operational lead of the residence and acts as the day-to-day deputy to the General Manager. The role is responsible for ensuring the smooth and efficient delivery of all operational activities while maintaining high standards of service, resident satisfaction, and compliance.

Working closely with the General Manager, the Assistant General Manager oversees the day-to-day operation of the residence, manages operational service delivery through internal teams and external contractors, supports the supervision of the reception team, and ensures that operational, administrative, and financial processes are executed effectively.

• Supervise and coordinate the Front Office team, ensuring outstanding customer service and the smooth day-to-day operation of both the Hostel and Student Accommodation.
• Manage guest check-in and check-out procedures for both hostel guests and students, resolving any issues related to their stay in a timely manner.
• Monitor the reservation system and room occupancy, optimizing room availability according to demand.
• Ensure every guest receives a warm welcome and enjoys an outstanding experience throughout their stay.
• Respond promptly to guest enquiries, requests, and concerns, providing solutions that prioritize guest satisfaction and comfort.
• Foster a friendly and inclusive atmosphere where every guest, whether a student or an international traveller, feels welcomed, valued, and part of a vibrant community.
• Encourage guest engagement by promoting activities and experiences that enhance their stay.
• Monitor and maintain cleanliness and order in the reception area and all public spaces.
• Work closely with the General Manager and the Housekeeping team to ensure that rooms are prepared and consistently meet the company's quality standards.
• Be available to work flexible shifts, including weekends, public holidays, and evenings, whenever required to ensure operational continuity.
• Maintain a constant presence at the Front Desk, actively participating in the daily operation. Be available to cover both AM and PM shifts whenever necessary.
• Support the Front Office team during peak periods to ensure smooth daily operations.
• Personally manage busy periods, assisting with check-ins, check-outs, and guest service whenever required.
• Support the General Manager in training and developing the Front Office team through hands‑on coaching and continuous development of both technical and soft skills, including:
  • Guest communication
  • Conflict management
  • Problem solving
  • Teamwork
  • Adaptability
• Act as the Deputy Manager on Duty during weekends (when required), taking responsibility for supervising the entire property, managing operational issues, and supporting all departments in the absence of senior management.
• Manage online and telephone reservations, respond to email enquiries, and maintain an up-to-date reservation system.
• Ensure accurate payment processing and invoicing, resolving any discrepancies or payment-related issues.
• Prepare regular reports on reservations and occupancy for the management team.
• Collaborate with the Marketing team to develop promotional strategies that enhance the property's visibility and reputation.
• Promote social events and guest activities that encourage interaction and community engagement.
• Support guest communications through digital channels and social media, helping maintain a positive image of the property.
• Manage Front Office administrative activities, including supplies, resources, and operational documentation.
• Produce weekly and monthly Front Office performance reports, identifying opportunities to improve operational efficiency and service quality.

Qualifications

Person Specification

• Minimum 2–3 years' experience in a supervisory role within the hospitality industry, preferably in hostels, student accommodation, or similar environments.
• Strong leadership and team management skills.
• Experience with Property Management Systems (PMS) and Front Office software.
• Excellent command of English and Italian; additional languages are considered an advantage.
• Excellent communication, organisational, and problem‑solving skills.
• Ability to work effectively within a team, manage multiple priorities, and thrive in a fast‑paced environment.
• Genuine passion for hospitality, particularly within dynamic and international environments.
• Proven ability to deliver exceptional customer service.

We are an equal opportunity employer and support workforce diversity.