Luxury Front Office Lead — Guest Experience Director

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 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.