ASSISTANT FRONT OFFICE MANAGER (F/M/X)

Company Description

About Orient Express

Artisan of travel since 1883, Orient Express sublimates the art of travel with its luxury trains, hotels, and sailing yachts. The brand has just launched its first hotel, Orient Express La Minerva, in Rome – which will be followed by Orient Express Venezia at Palazzo Donà Giovannelli in 2026. The experience continues with the recent launch of La Dolce Vita Orient Express train, followed by Orient Express Corinthian in 2026, the first of two Orient Express Sailing Yachts, and finally, the return of L’Orient Express train to railways. Since 2022, Orient Express is part of Accor Group’s leading collection of luxury brands with a century-old legacy in the hotels and fine- dining sectors. In 2024, Accor and LVMH entered into a strategic partnership to accelerate the development of Orient Express. Follow the journey at @orientexpress on Instagram or visit the website at www.orient-express.com.

About Orient Express La Minerva

Considered as the beloved capital of the Orient Express legend, Rome is the first Orient Express hotel, La Minerva, in 2025. Orient Express has entrusted the interior architecture and artistic direction of the hotel Hugo Toro. The former Palazzo Fonseca is a sumptuous 17th-century palace with a huge, majestic façade. A place of memory still adorned with its Roman columns, sculptures by Rinaldo Rinaldi, a disciple of Canova, and the fascinating goddess Minerva. At the end of 2024, a new décor and interior inspired by the Roman domus and the riches of the “Eternal City” will be revealed with a new touch of contemporary elegance.

Job Description

Position Overview

The Assistant Front Office Manager supports the Front Office & Butlers Manager in overseeing and coordinating all Front Office, Butlers & Guest Centricity operations, ensuring exceptional guest service, operational excellence, and financial performance in line with 5-star luxury hotel standards. This role plays a key part in day-to-day leadership of the Front Office, Butlers & Guest Centricity team and acts as the Front Office & Butlers Manager in their absence.

Responsibilities

• Assisting in the management of all Front Office, Butlers & Guest Centricity operations, including guest reception and registration (arrivals, departures), room inventory and availability, guest service standards, product quality, cost controls, and departmental profitability.
• Supporting the implementation and enforcement of Front Office, Butlers & Guest Centricity policies, procedures, brand standards, and service initiatives to ensure consistent luxury service delivery.
• Supervising daily Front Office, Butlers & Guest Centricity activities and shifts, ensuring smooth operations across all touchpoints, including night operations when required.
• Acting as Front Office & Butlers Manager in their absence, assuming full responsibility for departmental operations and decision-making.
• Training, coaching, monitoring, and developing team members; conducting performance evaluations, providing continuous feedback, and supporting recognition and engagement initiatives.
• Monitoring guest satisfaction scores and service trends, proactively addressing service gaps and implementing improvements.
• Ensuring full compliance with company standards, operational procedures, and legal requirements by all Front Office, Butlers & Guest Centricity teams members.
• Welcoming VIPs and repeat guests, anticipating needs, handling special requests, and ensuring personalized service experiences.
• Handling guest complaints and escalated issues promptly, professionally, and with a solutions-focused approach.
• Ensuring guests’ needs are met efficiently and effectively throughout their stay to maximize satisfaction and loyalty.
• Supporting and implementing up-selling and cross-selling strategies to promote hotel services, facilities, and experiences, maximizing revenue opportunities.
• Ensuring Front Office, Butlers & Guest Centricity team members maintain up-to-date knowledge of hotel products, services, facilities, promotions, pricing, policies, and local attractions.
• Assisting with audit procedures, reporting, and operational controls as required.
• Supporting recruitment, onboarding, and training of Front Office, Butlers & Guest Centricity team members in collaboration with the People & Culture team.
• Assisting in the implementation and enforcement of safety and security procedures to protect guests, employees, and hotel assets.
• Responding effectively to emergencies, including medical incidents, fire alarms, and guest disturbances, and liaising with security, management, and emergency services as necessary.

Qualifications

• Proven experience as an Assistant Front Office Manager or Front Office Supervisor in a luxury or 5-star hospitality environment.
• Bachelor’s degree in hospitality management, Business Administration, or a related field is highly preferred.
• Strong knowledge of luxury hospitality standards and Front Office operations.
• High proficiency in hotel property management systems and standard office software.
• Demonstrated leadership and team-management skills with the ability to motivate and support a diverse team.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, colleagues, and senior management.
• Strong problem-solving, judgment, and decision-making abilities, particularly in high-pressure situations.
• Eligibility to work in Italy.

Additional Information

• A competitive salary package
• ALL – Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
• Learning & development: Opportunity to develop your talent and grow within your property and across the world!
• Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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