Front Office Manager

Where Luxury Meets True Hospitality

Collezione EM is a distinguished group of luxury hotels known for its exceptional hospitality. With properties in Florence, Venice, and Forte dei Marmi, the group combines authentic Italian ownership and family management with a deep respect for tradition and a focus on innovation.

The mission is clear: to deliver exceptional experiences through impeccable service and genuine care for every guest. With a focus on thoughtful details and a warm, welcoming atmosphere, Collezione EM has become a trusted name in luxury hospitality.

Position: FRONT OFFICE MANAGER

Location: Hotel Violino d’Oro, Venice (Member of Leading Hotels of the World)

Job Description

The front office manager directly supervises all front office personnel and ensures proper completion of all front office duties. He directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. He prepares monthly reports and budget for the front office department, cooperates with admin office concerning all invoicing, commission etc.

Responsibilities:

• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Trains, cross-trains, and retrains all front office personnel. Participates in the selection of front office personnel.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Prepares performance reports related to the front office.
• Maximizes room revenue and occupancy by reviewing status daily. Analyzes rate variance, monitors credit reports, and maintains close observation of daily house count. Monitors the selling status of the house daily.
• Monitors high-balance guests and takes appropriate action.
• Ensures implementation of all hotel policies and house rules.
• Operates all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepares revenue and occupancy forecasting.
• Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensures that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers, and other employees.
• Monitors all V.I.P.’s special guests and requests.
• Maintains the required pars level of all front office and stationery supplies.
• Reviews daily front office work and activity reports generated by Night Audit.
• Successfully manages stress, anxiety, and pressure associated with tight deadlines, heavy workload, and hotel emergency situations.
• Reviews Front office log book and Guest feedback forms on a daily basis.
• Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Performs other duties as requested by management.
• Ensures that all team members clearly understand their job roles, responsibilities, and performance expectations. Gives constructive feedback to team members to assist them in their overall job performance.
• Understands the operations of other departments: Sales, Housekeeping, and Engineering.

Requirements and Skills

• Minimum of 3 years of hotel front desk supervisory experience in 5-star luxury hotels.
• Experience handling cash as per accounting procedures, and general administrative tasks.
• Fluent in Italian & English; one additional language is mandatory.
• Excellent communication and customer service skills.
• Attention to detail and the ability to work in a fast-paced environment.

What We Offer:

• A contract and a competitive compensation package, both commensurate with experience and results achieved.
• A unique working environment, part of a collection of Italian-owned and family-managed hotels, where a sense of belonging and people’s value are central.
• A stimulating and authentic atmosphere in a prestigious setting that celebrates the tradition of Italian hospitality.
• A dynamic environment focused on professional growth.
• A Role with Impact: We offer you the opportunity to make a difference, not just to perform a task. Here, your contribution will truly matter in building something significant.

If you believe you have the qualities to contribute to the excellence of our service, please send us your updated CV.

Join us and help create unforgettable experiences for our guests!