Front Office & Butlers Manager F/M/X

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.

The Front Office & Conductor (Butler) Manager will be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability

Responsibilities:

• Managing all Front Office operations to include, but not limited to, guest service and registration (arrivals/departures), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policies and procedures’ implementation and enforcement and meeting high participation.
• Training, monitoring and developing team member performance, conducting evaluations, providing constant feedback and delivering recognition and reward.
• Constantly monitoring and assessing service and satisfaction trends, evaluating and addressing issues and making improvements accordingly.
• Ensuring all team (including night staff) full and constant compliance with Company standards.
• Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolving guest concerns.
• Handling and reporting guest complaints promptly and professionally.
• Ensuring that guests' needs are met efficiently and effectively during their stay.
• Initiating and implementing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Assuring team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Completing audit procedures.
• Recruiting, interviewing and training team members in collaboration with People&Culture team.
• Implementing and enforcing security protocols to safeguard guests, employees and hotel property.
• Monitoring surveillance cameras and security systems to detect any suspicious activity.
• Responding to emergencies, including medical incidents, fire alarms, and disturbances in a calm and efficient manner.
• Collaborating with local law enforcement and emergency services when necessary.
• Overviewing and developing operations of the front of house Teams (Reception, Conductor, Guest centricity Switchboard).
• Guaranteeing that the highest standard of service is consistently met and followed (OE, Forbes, LQA).
• Acting as a Brand Ambassador and as a Mentor at all times.

• Bachelor’s degree in hospitality management, Business Administration, or related field is highly preferred.
• Solid experience as Front Office & Butler Manager in luxury hospitality with standards’ deep knowledge is mandatory.
• High proficiency in using hotel management software and other computer systems.
• Strong leadership skills with the ability to motivate and inspire a complex and diverse team.
• Excellent communication and interpersonal skills, with the ability to interact effectively both with Corporate and hotel colleagues and with guests and employees at all levels.
• Strong judgment and decision-making abilities, especially in high-pressure situations.

• 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.