Assistant General Manager Student Accommodation

Hines; Italia; In loco; EUR 890 - 1100; Tempo pieno

Descrizione del lavoro

Hines is seeking an Assistant General Manager for Student Accommodation in Italy. You will supervise the Front Office for hostel and student housing, oversee check-ins/outs and guest services, and work with housekeeping to meet quality standards.

This role requires 2–3 years supervisory hospitality experience, fluent English and Italian, and strong leadership. You will support guest experiences, promote community activities and manage reservations.

Competenze

• Minimum 2–3 years' supervisory experience in hospitality.
• Strong leadership and team management skills.
• 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.
• Genuine passion for hospitality, particularly in international environments.
• Proven ability to deliver exceptional customer service.

Mansioni

• Supervise Front Office team to ensure outstanding customer service and smooth daily operations.
• Manage check-in/check-out for hostel guests and students, resolving issues promptly.
• Monitor reservations and occupancy, optimizing room availability.
• Ensure guests receive a warm welcome and great experiences throughout their stay.
• Respond to guest inquiries and concerns with timely, solution-focused responses.
• Foster an inclusive atmosphere for students and international travelers.
• Promote activities to boost guest engagement.
• Maintain cleanliness and order in reception and public areas.
• Collaborate with GM and Housekeeping to meet quality standards.
• Be flexible with shifts, including weekends and holidays.
• Maintain Front Desk presence and cover AM/PM shifts as needed.
• Support Front Office during peak periods.
• Assist with busy periods and guest services as required.
• Coach Front Office on guest communication, conflict resolution, problem solving, teamwork, adaptability.
• Act as Deputy Manager on Duty during weekends when required.
• Manage online/phone reservations, emails, and keep reservation system up-to-date.
• Ensure accurate payment processing and resolve discrepancies.
• Prepare weekly/monthly reservations and occupancy reports.
• Collaborate with Marketing to boost property visibility.
• Promote social events and activities to encourage community.
• Handle guest communications via digital channels to maintain a positive image.
• Manage Front Office admin tasks, supplies and documentation.
• Produce Front Office performance reports to identify efficiency improvements.

Conoscenze

Leadership

Team management

English

Italian

Customer service

Problem-solving

Teamwork

Strumenti

Property Management Systems (PMS)

Front Office software

Descrizione del lavoro

Assistant General Manager Student Accommodation

Salary: €93 monthly

Azienda: Hines

Tipo Lavoro: Full Time

Italy

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

• 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

• 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.

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.