Assistant Front Office Manager
San Clemente Palace Kempinski Venice is located on the private island of San Clemente, only ten minutes away by complimentary boat from Piazza San Marco. A proud member of Leading Hotels of the World, this exclusive retreat guarantees peace, tranquillity and privacy with its 190 rooms and suites overlooking the lagoon or the centuries-old park. Its three restaurants offering exceptional interpretations of iconic Italian and Venetian cuisine, the hotel’s proximity to Venice, and the unique combination of conference rooms and outdoor areas, make San Clemente Palace the perfect choice for outstanding events and weddings.
For the 2023 Season we are looking for:
JOB TITLE: Assistant Front Office Manager
DEPARTMENT: Front Office
HOTEL / UNIT: San Clemente Palace Kempinski Venice
REPORTS TO: Front Office Manager
Assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the policies, procedures and Kempinski Standards.
They are also responsible for up selling rooms to maximize the room revenue. They are scheduled to work on a different shift than the Front Office Manager, their job responsibilities are the extension of the Front Office Manager’s responsibilities to ensure continuity and maintenance of standards.
The job of Assistant Front Office Manager is executed satisfactorily when:
1. Revenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.
2. Financial Policies and Procedures are supported and followed.
3. LQA (Leading Quality Assurance) audit results are 85% and above.
4. CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
5. ESS (Employee Satisfaction Survey) results are 85% and above.
I. Direct front office operation such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and focus on guest’s satisfaction and needs.
II. Participate in the development, implementation and review of the policies, procedures, practices and standards.
III. Select, train, develop, schedules and manage the performance of direct subordinates to ensure the efficient running of front office operations.
IV. Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling.
V. Maintain high visibility during peak period in order to ensure smooth running of operations, promote good public relations, take corrective actions and handle customers’ complaints to ensure their satisfaction.
VI. Greet VIP guests upon their arrival and escort them to their room. Establish good rapport and offer assistance for the duration of their stay.
VII. Coordinate front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Kempinski Standards in a safe and secure environment.
VIII. Identify training needs, plans training activities and oversee their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities.
IX. Assist in the preparation of the annual budget and manning guide and manage within
a. budgetary guidelines.
X. Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
XI. Accomplish a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential. Embrace an experience as individual as you are!
Kempinski is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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