Front Office Manager Egna

Front Office Manager
Egna
Trentino Alto Adige, Egna

Position The Front Office Manager will lead the front office and reception team, ensuring exceptional service is delivered from check-in to check-out in alignment with the standards of Cheval Blanc and LQA. The ideal candidate will be the face of the hotel, anticipating guest needs, resolving issues, and enhancing the overall guest experience. Proficiency in hotel management systems and data analysis tools is essential for efficient operations and performance tracking. Job Responsibilities Guest Relations & Satisfaction: Welcome guests with warmth and professionalism, ensuring smooth check-in/check-out processes. Build and maintain guest relationships by anticipating needs and delivering personalized, luxury services. Handle guest feedback, complaints, and special requests diplomatically to ensure complete satisfaction. Ensure compliance with specific brand and LQA standards across all guest interactions, maintaining the highest levels of quality and luxury. Coordinate guest arrivals and departures, ensuring all necessary preparations are made. Verify special requests via the hotel's system (e. g. , Opera), and collaborate closely with the booking office to ensure a seamless guest experience. Proactively engage in upselling services and room upgrades. Manage room changes efficiently to enhance guest satisfaction and optimize revenue opportunities. Team Leadership & Management Lead, motivate, and manage the reception and guest relations teams, including scheduling, training, and performance management. Cultivate a culture of excellence and continuous improvement within the team. Conduct regular team meetings to align staff with hotel goals and Cheval Blanc standards. Share both internal and external information effectively with the entire team, ensuring all members are up-to-date on guest-related situations and other relevant operational details. Operations Management Oversee daily front desk operations, ensuring seamless coordination with housekeeping, F&B, and other departments to enhance guest experiences. Utilize hotel management systems (e. g. , Opera Cloud PMS, CRM, Know Cross, Onyx, paytweak, Adyen) for reservation accuracy, room allocations, billing processes as per Italian law and communication between different departments. Implement and streamline standard operating procedures (SOPs) to improve service delivery and ensure operational efficiency. Monitor and report on key performance metrics (NPS vedere nome software), such as guest satisfaction and operational efficiency. Oversee in-house guest accounts, ensuring accuracy in billing and familiarity with payment systems. Handle guest accounting tasks, including adjustments, charge corrections, voids, and cancellations. Compliance & Standards Uphold full compliance with LQA standards and Cheval Blanc service values in all guest services. Continuously monitor and adapt to industry trends, guest expectations, and innovations in luxury hospitality to maintain competitive service excellence. Profile Minimum of 5 years in guest relations or front office management, ideally within a luxury hotel environment. Experience managing teams and delivering high-end service is essential. Strong leadership and team management abilities. Excellent communication and interpersonal skills. Proficiency in hotel management systems (e. g. , Opera Cloud PMS, CRM, Know Cross). Fluent in Italian and English; additional languages are advantageous. Passionate about luxury service and personalized guest experiences. Strong problem-solving skills, with a solution-oriented mindset and keen attention to detail. Ability to remain calm under pressure and manage complex guest requests efficiently. Thorough understanding of LQA standards and luxury hospitality service. Proactive, solution-oriented mindset with attention to detail. Ability to leverage technology and digital tools for enhancing operational efficiency, improving guest interactions, and streamlining communications. Familiarity with cross-functional collaboration, especially with housekeeping, F&B, and guest relations, to ensure cohesive guest experiences. J-18808-Ljbffr