Location Overview
Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy.
Under the direct supervision of the Front Office Manager, the Assistant Front Office Manager is responsible for the entire Front Office operations, ensuring the highest level of guest satisfaction in accordance with the policies, standards and guidelines established by the hotel or the corporate office.
Please note that this is not an exhaustive list of everything that needs to be done. Aman employees always find new ways to look after the business, their guests, and their colleagues.
Key Responsibilities
- Ensure the Brand standards are protected and consistently delivered, creating exceptional guest experiences in line with Aman culture.
- Manage Guest History, guest recognition, loyalty programs, and personalization initiatives to enhance guest satisfaction and retention.
- Maintain accurate guest profiles, monitor data quality, and ensure effective communication of guest preferences across departments.
- Develop and implement guest delight strategies, manage feedback and complaints, and support service recovery initiatives.
- Act as a visible ambassador for the guest experience, building strong relationships with VIPs, regular guests, and local patrons.
- Monitor service standards, identify improvement opportunities, and ensure consistent delivery of operational excellence.
- Lead, train, coach, and motivate the team, promoting teamwork, engagement, accountability, and a positive work environment.
- Support employee development through training programs, performance feedback, mentoring, and recognition of outstanding contributions.
- Demonstrate effective leadership by promoting Aman values, encouraging innovation, and driving continuous improvement.
- Ensure Front Office operations run efficiently, maximizing productivity, profitability, and compliance with brand standards.
- Utilize technology and operational tools to improve processes and enhance guest and business outcomes.
- Ensure compliance with safety procedures, emergency protocols, and workplace standards.
- Manage administrative responsibilities including reports, budgets, forecasts, operational briefings, and performance reviews.
Requirements
- Languages: Fluent written and spoken English and Italian; additional languages are a plus.
- Education: Degree or diploma in any discipline.
- Experience: Minimum 2 years’ experience as Duty Manager or Assistant Front Office Manager in an international luxury hotel.
- Skills & Competencies: Strong computer skills, flexibility, initiative, enthusiasm, commitment, goal-oriented mindset, and ability to lead and motivate a team.
- Personal Attributes: Professional maturity, self-confidence, positive attitude, sense of humour, and strong interpersonal skills.
- Preferred: Previous experience as AFOM in a luxury hospitality environment.
