Assistant Front Office Manager

Role: Assistant Front Office Manager
Reports to: Front Office Manager
Property: Duo Milan Porta Nuova, Tribute Portfolio

Company Profile

Duo Milan Porta Nuova, Tribute Portfolio is a 4-star, 239 rooms, including 11 suites, all completely renovated with bright colours and unexpected details. In addition, the Hotel has a Bistrot with Italian and international cuisine, a Bar and a Courtyard for informal meetings or relaxing breaks, a fully equipped fitness centre and 5 meeting rooms.
The property is part of Marriott International which is the world's largest hotel brand and Westmont Hospitality Group.

Main Tasks

We are looking for an ambitious, dedicated and service-oriented Assistant Front Office Manager to join the team at Duo Milan Porta Nuova, Tribute Portfolio and more specifically you will be:

Maintaining Guest Services and Front Desk Goals
• Works at the Front Desk alongside the Team to supervise day-to-day operations, ensuring quality standards and guest expectations are met and exceeded.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Supervises the Front Desk Team
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviours.
• Supervises employees and all day-to-day operations.
Ensuring Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Observes service behaviours of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
Managing Projects and Policies
• Monitors the customer recognition/service program, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.
What we are looking for
• Service focused personality is essential and guest-oriented approach.
• Previous experience in a similar leadership role is an asset.
• Strong interpersonal and problem-solving abilities and the ability to lead by example.
• Great communication skills
• Excellent level of written and spoken Italian and English (B2-C1 level).
The selection is aimed at both sexes in accordance with Law 903 / 77. Send Curriculum Vitae with photo and authorization for data processing in accordance with Art. 13 D. Lgs. 196/2003 and Art. 13 GDPR 679/16.