When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Who are we?

aparto is an accommodation and student experience provider based in Italy, UK, Ireland and Spain providing amazing experiences in all our communities by investing in our people, our facilities and our brand. We are going to open the fourth brand new Italian aparto property: aparto Florence Manifattura, half Student Housing and half Hostel. It’s an exciting and inspiring new employment opportunity and the great chance to be part of a unique professional experience at the same time. aparto believes in student homes, not student rooms, and we want to provide the best experience possible for students and you travellers

Role Profile

Based in Florence, as Front Office Manager of the brand new aparto Florence Manifattura, you will be the key figure in overseeing and organizing the daily operations of the reception: front office department, the housekeeping and the maintenance teams. Reporting directly to the General Manager, you will ensure that guests receive outstanding service and that all check-in/check-out and guest service operations run smoothly.

• Supervise and coordinate the reception team, ensuring high-quality guest service and smooth daily operations.
• Manage guest check-ins and check-outs, and resolve any issues related to their stay.
• Monitor the reservation system and room occupancy, optimizing availability based on demand.
• Ensure that each guest receives a warm welcome and an unforgettable experience throughout their stay.
• Address guest inquiries, requests, and issues promptly, providing solutions that prioritize guest satisfaction and comfort.
• Foster a friendly and inclusive atmosphere, where each guest-whether a student or an international traveler—feels valued and p
• Manage and schedule the reception team’s shifts to ensure the property is always fully operational.
• Oversee and maintain cleanliness and order in the reception and common areas.
• Work closely with the housekeeping team to ensure rooms are prepared and meet quality standardsart of a welcoming community.
• Promote positive interactions and suggest activities that enhance the stay and encourage guest engagement.
• Manage and schedule the reception team’s shifts to ensure the property is always fully operational.
• Oversee and maintain cleanliness and order in the reception and common areas.
• Work closely with the housekeeping team to ensure rooms are prepared and meet quality standards.
• Handle online and phone reservations, respond to email inquiries, and keep the booking system up to date.
• Ensure accurate payment processing and billing, resolving any discrepancies or issues related to payments.
• Provide periodic reports on reservations and occupancy to the management team.
• Collaborate with the marketing team to develop strategies for promoting the property and enhancing its image.
• Promote social activities and events for guests to foster community interaction and engagement.
• Manage communication with guests through digital channels and social media, maintaining a positive image of the property.
• Handle administrative tasks related to the front office, including resource and supply management.
• Generate weekly/monthly reports on front office performance, suggesting improvements in operations and efficiency.

Person Specification

• Two or more years of experience in a supervisory role within the hospitality industry (preferably in hostels, student housing, or similar environments).
• Excellent leadership and team management skills.
• Familiarity with reservation management systems (PMS) and general front office software.
• Fluency in both Italian and English; additional languages are a plus.
• Strong communication, organizational, and problem-solving skills.
• Ability to work well in a team, manage multiple priorities, and adapt in a fast-paced environment.
• A genuine passion for hospitality, especially in dynamic and international settings.
• Experience of delivering excellent customer service

What We Offer:

• A dynamic and stimulating work environment with the opportunity to grow alongside the property.
  
• The chance to be part of an exciting new project: the opening of a unique hybrid accommodation property where you’ll play a key role in shaping the guest experience.
  
• Opportunities to join a young, passionate team with room for professional development.
  
• Permanent contract with a salary commensurate with experience.
  
• Additional benefits related to the work environment, such as discounts for stays and activities.
  
• If you are a motivated, experienced hospitality professional with a passion for youth and international travel, this is the perfect opportunity for you! Become part of this exciting new venture and help create a unique experience for our guests in Florence.

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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