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.

📌 Front Office Manager (Firenze)
🏢 Collegio alla Querce
📍 Firenze