Front Office Manager

About Collegio alla Querce, Auberge Collection

Collegio alla Querce, Auberge Collection is a hilltop Italian retreat – once a cherished educational institution – and the only hotel in the city of Florence that provides sweeping vistas of both Florence’s historic town center and the rolling hills of Tuscany. Offering unmatched views of the iconic Duomo, the hotel’s gracious, 16th-century buildings are set in breathtaking terraced gardens. Perfectly placed in the city to offer the best of two worlds, the hotel offers 49 Guest Rooms, 28 Suites, and 6 Grand Suites. Multiple dining venues and event spaces include La Gamella, a fine-dining Italian restaurant with The Chef’s Table at its heart, mischievous Bar Bertelli, housed in the former principal’s office, poolside Cafe Focolare, and the original chapel, Sala Dorati and theatre, Il Teatro. Aelia Spa, the first-ever spa in partnership with Furtuna Skin, is a nature-ensconced haven dedicated to holistic wellbeing. The resort will also host a range of connection-driven experiences revealing Florence’s multifaceted Renaissance spirit.

For more information: https://auberge.com/collegio-alla-querce/

Connect with Collegio alla Querce, Auberge Collection on Instagram and Facebook @CollegioAuberge and #AlwaysAuberge

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.

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.

Requirements

Minimum 4 years of experience as a Front Office Manager or in a similar leadership role in a luxury hotel.; Previous experience and a strong understanding of the main Front Office functions, including Reception, Concierge, Guest Relations and Bell Services.; Good knowledge of Housekeeping operations and experience working closely with the department.; Strong knowledge of OPERA and Alice, or similar hotel management systems.; Excellent communication and leadership skills, with the ability to inspire, motivate and develop a diverse team.; Ability to collaborate effectively with the Food & Beverage department and other hotel departments.; Strong focus on guest satisfaction, service excellence and attention to detail.; Highly organized, proactive and able to manage multiple priorities in a fast-paced environment.; Fluent in English and Italian, additional languages are considered a plus.; Flexible and willing to work shifts, weekends and holidays when required.