Front Office Manager

ABOUT KERTEN HOSPITALITY Kerten Hospitality (KH) is an end-to-end lifestyle hospitality operator creating bespoke destinations, experiences and communities while optimising operations and driving profitability for savvy investors with a strong commitment to sustainability. KH transforms destinations through impactful partnerships with Food & Beverage, Retail, Entertainment, Art and Wellness brands with a focus on building Ecosystems, and unique community-centric destinations, which connect International & local travellers. The Group’s current pipeline includes projects in numerous countries in the Middle East, Europe, and North Africa region. ABOUT THE PROPERTY Cloud 7 Hotel Colere, Italy Colere is a charming mountain village renowned for its unspoiled landscapes, and year-round appeal. The destination offers a haven for outdoor enthusiasts with skiing, hiking, and climbing, as well as a retreat for those seeking tranquility. Within this stunning setting, the Cloud 7 Hotel Colere features 28 thoughtfully designed rooms and suites, offering a blend of comfort and contemporary alpine style. Guests will enjoy a wellness center dedicated to relaxation and rejuvenation, along with the variety of refined hospitality in lounge bar&ski, a la carte and self-service restaurants, the hotel embodies the perfect balance of adventure, wellness, and Italian charm. JOB DESCRIPTION KEY RESPONSIBILITIES: Create bespoke guest experiences, ensuring guests receive a warm welcome and a friendly farewell.Supervise and oversee all Front Office operations including pre-arrival, check-in, and check-out processes, as well as reservations and transportation arrangements.Compile and assess daily reports, including occupancy rates, revenue details, and guest satisfaction levels.Establish targets, KPI’s, schedules, policies and procedures for the team.Ensure smooth running of operations, take corrective actions, handle customer inquiries, feedback, and complaints in a timely and professional manner to ensure guest satisfaction. CONNECTION Greet VIP guests upon their arrival, escorts them to their room, establishes good rapport, and offers assistance for the length of their stay.Ensure cooperation with all relevant departments to working together on all guest questions or requests. INNOVATION Implement innovative strategies to enhance the procedures of the department.Use guest feedback and data to improve services and enhance guest experience. Apply creative solutions to improve efficiency and team productivity. Maximizes hotel revenue by controlling room inventory, group blocking, packages, up-selling & cross-selling, and maximizing REVPAR. CURATION Ensure front office services are tailored to guest needs, reflecting the Cloud 7 Colere identity. Engage towards our local and global communities. LEADING THE WAY Champion service excellence and guest-first values across the team. Train and mentor staff to develop future hospitality leaders. Uphold compliance with brand, safety, and service standards at all times. EXPERIENCE & SKILLS 4–6 years of front office experience, with at least 2 years in a supervisory or managerial role. Fluent in English and Italian. Strong knowledge of PMS and front office systems (Opera, Fidelio, or similar). Excellent communication and leadership skills. Strong problem-solving skills and ability to handle guest complaints with diplomacy. Detail-oriented, organized, and able to manage multiple priorities. A passion for service and ability to inspire a team to deliver excellence. JOINING OUR TEAM MEANS Competitive Compensation: A rewarding package tailored to your experience. Career Growth: Opportunities for advancement within our dynamic organisation. Inclusive Environment: A vibrant and inclusive workplace that encourages collaboration.