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.
We are looking to reinforce our Team and we look for:
JOB TITLE: Front Office Manager
DEPARTMENT: Front Office
REPORTS TO: Director of Rooms / Rooms Division Manager
NATIONALITY: Eligible for a working permit in country of hire
EDUCATION: Hotel Management School/Courses / Hotel apprenticeship
EXPERIENCE: To fill the position, the following is required:
Three (3) years relevant experience in a similar position in a renown international hotel brand
International experience in a 5 star property
LANGUAGE: Ability to work and communicate in a multinational environment:
Local language – excellent oral and written skills (where applicable)
English – excellent oral and written skills
Additional language – beneficial
COMPETENCIES: Competencies needed to fill the position:
Motivating, guiding and empowering
Planning, organisational and analytical skills
Excellent communication skills
TECHNICAL COMPETENCIES: Computer literacy adapted to the field of Front Office:
Very good knowledge of Microsoft Office applications
Excellent Opera knowledge
INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
People Oriented
Passionate for European luxury
Entrepreneurial
Straightforward
Excellent communication and interpersonal skills with superb presentation and grooming
Strong management skills and ability to inspire those in others
Analytical and problem solving skills
SCOPE
Responsible for the operations of the Reception PABX, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.
OVERALL OBJECTIVES
The job of Front Office Manager is executed satisfactorily when:
-Revenues, expenses and profit are closely monitored and budgeted and forecasted figures (over)-achieved.
-Financial policies and procedures are implemented.
-LQA (Leading Quality Assurance) audit results are 85% and above.
-CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
-ESS (Employee Satisfaction Survey) results are 75% and above.
MAIN RESPONSIBILITIES
1.Involvement in budget preparations and responsible for profit & loss.
2.Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
3.Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
4.Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
5.Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
6.Conduct interviews with future employees.
7.Identify training needs, develop and manage performance.
8.Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
9.Manage all operational tasks as well as their respective delegation and follow-up.
10.Carry out disciplinary actions in line with company procedures.
11.Re-evaluate work flows to improve and optimise organisation.
12.Implement and evaluate procedures and policies.
13.Ensure clear communication within departments.
14.Verify that all information requested by the local police authorities are adhered to and prepared accurately.
15.Organise regular departmental meetings.
16.Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
17.Conduct daily walk throughs to ensure quality standards.
18.Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
19.Set short term and long term measurable objectives to continually improve service levels.
20.Responsible for maintaining 85% scoring for LQA inspections.
21.Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
22.Manager on Duty weekdays and weekends.
23.Rooms Division responsibility in their absence.
24.Pre-Opening tasks and responsibilities where applicable.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
ABOUT KEMPINSKI
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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L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.
