Front Office Manager

SmartRecruiters, Inc.; Firenze; On-site; EUR 60,000 - 75,000; Full time

Job summary

Collegio alla Querce, Auberge Collection in Florence seeks a Front Office Manager to lead the front desk team through the guest journey, ensuring smooth daily operations and high guest satisfaction.

The role requires strong leadership, deep knowledge of reception, concierge, guest relations and bell services, and fluency in English and Italian. The ideal candidate will uphold luxury service standards and inspire a diverse team.

Qualifications

• Minimum 4 years of experience as a Front Office Manager or in a similar leadership role in a luxury hotel.
• Strong knowledge of the main Front Office functions: Reception, Concierge, Guest Relations, Bell Services.
• Excellent communication and leadership skills, with the ability to inspire and develop a diverse team.
• Fluent in English and Italian; additional languages are a plus.

Responsibilities

• Lead and oversee the daily operations of the Front Office, ensuring a smooth guest journey.
• Maintain a strong presence on the floor, leading by example and engaging with guests and team members.
• Collaborate with Rooms Division Manager and other leaders for seamless cross-department alignment.
• Supervise and develop Front Office staff, fostering a culture of excellence and accountability.
• Set a warm, personalized tone to create memorable experiences for every guest.
• Handle guest feedback and complaints with professionalism and a service-recovery mindset.
• Ensure adherence to luxury service standards, policies and procedures.
• Oversee arrivals, departures, VIPs, repeat guests, and special requests with attention to detail.
• Monitor guest satisfaction and KPIs, identifying opportunities for improvement.
• Support departmental financial targets through upselling, cost awareness and efficiency.
• Ensure compliance with safety, security and privacy procedures.

Skills

Leadership

Front Office

Communication

Languages

Tools

OPERA

Alice

Job description

Collegio alla Querce, Auberge Collection is a hilltop Italian retreat – once a cherished educational institution – and the only hotel in the city of Florence that provides sweeping vistas of both Florence’s historic town center and the rolling hills of Tuscany. Offering unmatched views of the iconic Duomo, the hotel’s gracious, 16th-century buildings are set in breathtaking terraced gardens. Perfectly placed in the city to offer the best of two worlds, the hotel offers 49 Guest Rooms, 28 Suites, and 6 Grand Suites. Multiple dining venues and event spaces include La Gamella, a fine-dining Italian restaurant with The Chef’s Table at its heart, mischievous Bar Bertelli, housed in the former principal’s office, poolside Cafe Focolare, and the original chapel, Sala Dorati and theatre, Il Teatro. Aelia Spa, the first-ever spa in partnership with Furtuna Skin, is a nature-ensconced haven dedicated to holistic wellbeing. The resort will also host a range of connection-driven experiences revealing Florence’s multifaceted Renaissance spirit.

Connect with Collegio alla Querce, Auberge Collection on Instagram and Facebook @CollegioAuberge and #AlwaysAuberge

Job Description

This is a key leadership role, responsible for creating an exceptional experience for our guests and supporting our team in delivering the highest standards of service.

The Front Office Manager will lead, support and develop the Front Office team throughout the entire guest journey, from pre-arrival to check-out and follow-up. The role will ensure smooth daily operations, high guest satisfaction and consistent service standards, while supporting the team’s development and the hotel’s financial performance.

• Lead and oversee the daily operations of the Front Office, ensuring a smooth and efficient guest journey.
• Maintain a strong presence on the floor, leading by example and remaining actively engaged with both guests and team members.
• Work closely with the Rooms Division Manager and other department leaders to ensure seamless communication and operational alignment across the hotel.
• Supervise, motivate and develop Front Office Team Members, fostering a culture of excellence, teamwork and accountability.
• Set the tone for exceptional hospitality by creating a warm, personalized and memorable experience for every guest.
• Handle guest feedback and complaints with professionalism, discretion and a strong service-recovery approach.
• Ensure consistent adherence to the hotel’s luxury service standards, policies and procedures.
• Oversee arrivals, departures, VIPs, repeat guests, special occasions and special requests, ensuring a high level of personalization and attention to detail.
• Monitor guest satisfaction, service quality and operational KPIs, identifying opportunities for continuous improvement.
• Support the achievement of departmental financial targets through effective upselling, cost awareness and operational efficiency.
• Ensure compliance with all relevant safety, security, privacy and hotel procedures.
• Ensure timely, thoughtful and personalized communication with guests before, during and after their stay.

Qualifications

• Minimum 4 years of experience as a Front Office Manager or in a similar leadership rolein a luxury hotel.
• Previous experience and a strong understanding of the main Front Office functions, including Reception, Concierge, Guest Relationsand Bell Services.
• Good knowledge of Housekeeping operations and experience working closely with the department.
• Strong knowledge of OPERA and Alice, or similar hotel management systems.
• Excellent communication and leadership skills, with the ability to inspire, motivate and develop a diverse team.
• Ability to collaborate effectively with the Food & Beverage department and other hotel departments.
• Strong focus on guest satisfaction, service excellence and attention to detail.
• Highly organized, proactive and able to manage multiple priorities in a fast-paced environment.
• Fluent in English and Italian; additional languages are considered a plus.
• Flexible and willing to work shifts, weekends and holidays when required.

Additional Information

About Auberge Collection

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram , TikTok , Facebook , and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin

Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.

Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.

For more information, please visit www.friedkin.com

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