Luxury Front Office Manager – Guest Experience Leader

Collegio alla Querce, Auberge Collection; Firenze; On-site; EUR 60,000 - 85,000; Full time

Job summary

Collegio alla Querce, Auberge Collection in Florence seeks a Front Office Manager to lead the Front Office team and deliver exceptional guest experiences from pre-arrival to post-stay. The role focuses on maintaining luxury service standards, staff development and seamless inter-department collaboration.

The candidate will ensure a warm, personalized guest journey, manage VIPs and special requests, and drive guest satisfaction while supporting financial performance of the department.

Qualifications

• Minimum 4 years of experience as a Front Office Manager or in a similar leadership role in a luxury hotel.
• Strong understanding of the main Front Office functions, including guest services, reservations, check-in/check-out, and revenue management.

Responsibilities

• 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.

Skills

Front Office Management

Leadership

Luxury Hotel Experience

Guest Services

Operational Excellence

Job description

Collegio alla Querce, Auberge Collection in Florence seeks a Front Office Manager to lead the Front Office team and deliver exceptional guest experiences from pre-arrival to post-stay. The role focuses on maintaining luxury service standards, staff development and seamless inter-department collaboration.

The candidate will ensure a warm, personalized guest journey, manage VIPs and special requests, and drive guest satisfaction while supporting financial performance of the department.