Front Office Supervisor (m/f/d)

Job Description

Join the FRONT OFFICE team at Max Brown Missori! The hotel is our charming hotel in the heart of Milan. You’ll find us near the famous Duomo and surrounded by iconic landmarks, making it the perfect base for exploring the city’s rich history and culture. With 64 bright rooms, Max Brown’s signature heavenly beds, and a cosy nook to grab a drink with friends, we offer everything you need to enjoy a little slice of the sweet life in Italy. At Max Brown Missori, we seek more than just talent—we look for bold, creative, and ambitious minds that dare to innovate and surprise. If Front Office is your passion and you want to make a difference in a vibrant environment, this opportunity is for you.

What You Will Do

The Front Office Supervisor at Sircle Collection is responsible for overseeing the daily operations of the Front Office department, ensuring consistent excellent service in line with the hotel's standards. They work closely with the Housekeeping department and the Management team, serving as the operational focal point for the area. This role involves ensuring an exceptional guest experience from arrival to departure, managing any issues, coordinating teams, and ensuring the proper execution of the department's operational, administrative, and legal processes. This position requires a professional, dynamic, and customer-focused attitude, as well as the ability to lead teams in challenging environments. Availability to work shifts, including weekends and holidays, is required. The supervisor will ensure the hotel maintains a safe, clean, and welcoming environment.

Main Responsibilities

• Front Office Operations: Supervise and coordinate the daily operations of the Front Desk department, ensuring the efficient execution of all processes (check-in, check-out, reservation management, and customer service).
• Ensure that all hotel service standards are consistently met, including welcome protocols, customer service, and problem resolution.
• Perform check-ins and check-outs during peak periods or as needed, ensuring data accuracy, payment processing, and room assignments.
• Actively support the Front Desk team during peak periods, in the event of operational issues or staff absences.
• Independently manage and resolve guest complaints, prioritizing customer satisfaction and minimizing operational and reputational impact.
• Oversee the proper management of front desk and reservation emails, ensuring adequate response times and high-quality communication.
• Ensure that emails are monitored on weekends and holidays to avoid a backlog of requests or issues.
• Monitor the correct assignment of rooms based on availability, guest preferences, and revenue optimization.
• Supervise the correct application of cancellation, no-show, and reservation modification policies.
• Financial Control And Billing: Monitor open accounts daily, ensuring proper management and timely closure.
• Verify the correct application of fees, taxes, and additional charges on customer invoices.
• Ensure that all payments (cash, cards, bank transfers, online platforms) are processed according to established procedures.
• Identify any billing discrepancies and coordinate their resolution with the Finance department; manage deposits, pre-authorizations, and payment guarantees for reservations.
• Collaborate on internal and external audits by providing the information requested by the Reception desk.
• Team Management: Develop weekly schedules for the front desk team, optimizing coverage based on occupancy, events, and operational needs.
• Plan and monitor the annual vacation and leave calendar, ensuring operational continuity.
• Supervise team performance, providing continuous feedback and ensuring compliance with standards.
• Train and support new employees during the onboarding process.
• Identify team training needs and coordinate initiatives with the Human Resources and Corporate Culture departments.
• Promote a positive, collaborative, and results-oriented work environment.
• Manage disciplinary cases in accordance with company policies.
• Monitor punctuality, uniform, attitude, and compliance with procedures.
• Serve as an operational point of reference for the team during their shift.
• Meetings And Interdepartmental Coordination: Participate in weekly management meetings, providing relevant information on front desk operations, incidents, key performance indicators, and department needs.
• Coordinate daily operational planning with the Food & Beverage, Housekeeping, and other departments.
• Participate in daily operational meetings, reviewing arrivals and departures; VIP guests; special requests; open incidents; operational priorities.
• Ensure smooth communication between departments to optimize the guest experience.
• Anticipate potential operational issues and propose preventative solutions.
• Supplies And Inventory: Supervise and manage office supplies inventory, ensuring continuous availability; manage guest amenity orders; monitor inventory levels and prevent both out-of-stocks and overstocks; coordinate with suppliers; optimize resource utilization; control operating costs.
• Maintenance And External Suppliers: Identify maintenance needs in the front office and common areas; coordinate technical visits and maintenance work with external vendors; supervise the proper execution of work and follow up on open incidents; report significant incidents.
• Inspection Of The Property And Common Areas: Conduct regular inspections; verify cleanliness, order, presentation; identify and report issues such as missing or damaged decorative items, cleanliness issues (e.g., curtains, carpets, furniture), maintenance deficiencies; coordinate with housekeeping and maintenance staff.
• Customer Experience And Online Reputation: Manage and respond to guest reviews on online platforms; ensure professional and personalized responses; analyze guest feedback; report recurring issues; propose corrective actions; contribute to improving guest satisfaction.
• Compliance And Legal Requirements: Oversee accurate submission of statistical data; ensure compliance with legal requirements on guest registration; keep updated SOPs; assist in legal inspections or audits.
• Staff Training And Compliance: Monitor mandatory training; keep certification dates; coordinate with HR; promote ongoing training; evaluate performance; ensure SOP compliance.
• Other Responsibilities: Act as Shift Manager in absence of superiors; supervise Concierge area; manage after‑hours reservations; verify payment compliance; maintain SOPs; keep Front Desk organized.

What’s in it for you

• Full time - temporary contract.
• Be part of a fast-growing, international, and innovative group.
• Enjoy amazing discounts at our hotels and restaurants in Europe.
• A day off to celebrate your birthday.
• A great team & leading hotel company.

Job Requirements

• Degree in Hospitality, Tourism or similar.
• Previous experience as a Front Office Supervisor, Front Office Manager or similar role.
• Solid knowledge of customer service and hotel operations.
• Basic knowledge of accounting and invoicing.
• Excellent knowledge of MS Office (especially Excel and Word).
• Knowledge of IT tools and hotel management systems.
• Excellent communication and leadership skills.
• Excellent organizational and multitasking skills.
• Attention to detail.
• Problem-solving skills.
• Hospitality industry experience is an advantage.
• Excellent knowledge of Italian and English (spoken and written).
• Knowledge of other languages is a plus.
• Ability to manage complex operations and multidisciplinary teams.
• Knowledge of P&L management and hotel KPIs.
• Analytical mindset and results-oriented.
• Excellent leadership, communication, and decision-making skills.
• Ability to work in dynamic environments and adapt to change.
• Strong sense of responsibility and a professional presentation.
• Be proactive, dynamic, and have a positive attitude.
• Have an ID, Code Fiscale, Social Security number, and a Italian bank account at the time of joining.

Diversity & Inclusion

We are an equal-opportunity employer committed to fostering a diverse and inclusive culture. We encourage individuals from all backgrounds to apply—we’d love to get to know you.

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