Reception Manager – Luxury Hotel

About the role

The Reception Manager will support the Front Office Manager in overseeing all front‑office operations at The Westin Palace in Milan. This role ensures smooth check‑in and check‑out processes, high guest satisfaction, and optimal financial performance of the department.

Key responsibilities

• Supervise daily activities of the Switchboard, Guest Services and Front Desk teams.
• Maintain service standards, handle guest complaints and resolve conflicts promptly.
• Manage staffing levels, schedule shifts and ensure coverage during absences.
• Communicate business objectives, monitor performance and recognize achievements.
• Collaborate with other departments to align front‑office operations with overall hotel goals.
• Act as the point of contact in the absence of the Front Office or Assistant Front Office Manager.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk or a related area, or
• A 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration or a related field (no experience required).

Required skills

• Strong interpersonal and communication abilities.
• Leadership and team‑building capabilities.
• Customer‑service orientation and problem‑solving mindset.