MAITRE FULL-TIME

Job Title: Maître (F/M/X)

ABOUT ORIENT EXPRESS

Artisan of Travel since 1883 Orient Express is a legendary brand, steeped in history and loved by past, present and future generations. Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion.
Orient Express embodies the refined nomadic spirit of travel, inviting each traveller to a place where the journey is the destination. Bringing awe-inspiring travel experiences to a new generation of adventurers, its exceptional portfolio includes The Orient Express, with its original carriages reimagined as the new embassy of French luxury; Orient Express La Dolce Vita, a train embodying the ’Made in Italy’ way; Orient Express Silenseas - the world’s largest sailing ship; and hotels coming to Rome and Venice. Progressively shaping the future of luxury hospitality, Orient Express is focusing on employee journey and growth.

ABOUT ARSENALE

Arsenale is a multi-brand Group capable of providing a comprehensive service to the largest and most renowned luxury global market operators who wish to expand in Italy. Founded and supported by internationally renowned entrepreneurs and investors, Arsenale aims at creating the leading luxury hospitality group in Italy. To pursue this ambition, the Group launched an impressive investments plan to boost tourism and made-in-Italy through the re-development and enhancement of iconic hotels and hospitality solutions in the most beautiful locations of the country.

ABOUT ORIENT EXPRESS LA MINERVA, ROME

Considered as the beloved capital of the Orient Express legend, Rome will be home to the first Orient Express Hotel "La Minerva" at the end of 2024. Orient Express, in partnership with the Italian luxury hotel group Arsenale S.p.A, 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 and majestic façade. A place of memory still adorned with its Roman columns, sculptures by Rinaldi Rinaldo, a disciple of Casanova, 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. Our first Orient Express Hotel "La Minerva" is committed to providing an exceptional guest experience, boasting unparalleled elegance, world-class amenities and impeccable service.

Our Maîtres are responsible for overseeing the efficient running and profitability of our Hotel’s restaurants, according to established standards and procedures. Our Maîtres will preserve Guests centricity and satisfaction by monitoring, evaluating and auditing food, beverage and service offerings by orchestrating all restaurant staff and services, under the coordination of the Restaurant Managers and collaborating synergically with the other colleagues (special events team, sommelier, chef de rang, commis de rang, kitchen staff...).

Key Responsibilities

- Plan and organize restaurant activities, organizing staff tasks, according to overall Hotel needs, Guests’ occupation and our special events (weddings, conferences...),
- Elaborate the floor plan and distribute the various sections to most appropriate staff, in close connection with restaurant plans and planning activities,
- Ensure the cleanliness of the premises at all times and the efficiency of all resources needed to deliver an outstanding service,
- Welcome Guests upon their arrival introducing them in their journey within our restaurants,
- Manage the staff (Chefs de rang, Commis de rang, Restaurant hostesses...)a nd ensure that all Guests are served with an exceptional level of satisfaction, anticipating their needs and handling their requests to provide an excellent and personalized Guests’ experience in line with Hotel service standards,
- Assist staff on duty when necessary, ensuring his/her continuous presence to solve occasional issues or complaints,
- Constantly care guests to check that food, beverages and service is aligned with their expectations and gather all possible feedback to identify improvements needed,
- Ensure a constant alignment with other Hotel departments to efficiently manage specific occasions or Guests (VIPs or celebrities)
- Daily check staff performances to provide specific improvement feedback and define training and development needs, strictly cooperating with the Restaurant Managers and HR team for all actions needed,
- Accomplish restaurant HR objectives by orienting, training, scheduling, coaching, counselling and disciplining employees,
- Participate in the periodical assessment of inventories related to restaurant operations to facilitate their inventory and replenishment process,
- Closely monitor restaurant quality and financial performances and support the definition of appropriate improvement actions,
- Ensure professional collaboration with the F&B Director, the Assistant F&B Director, the Restaurant Managers, the Special Events team and the Cluster Marketing team to plan banqueting and events and to create and promote marketing initiatives for specific occasions.

Qualifications

- Previous experience in a similar position in a 5 stars luxury hotel or in a high-level restaurant,
- Leading by example and strong people management skills to effectively coordinate different positions within the restaurant and between the restaurants of the same Hotel,
- Sound knowledge of food & beverage products as well of all 5-star services to be provided to Guests (both individual and MICE),
- Exceptional communication skills and public relations expertise,
- High emotional intelligence and deep understanding of Guests’ needs and requests,
- Strong attention to details,
- High team management, organization and planning abilities,
- Excellent knowledge of the Restaurants and Hotel’s products, services, protocols of receiving guests and VIPs and department policies and procedures,
- Ability to manage challenging situations with outstanding problem-solving skills to achieve high Guests’ satisfaction,
- Professional competence, creativity and attention to detail, high quality awareness,
- Flexibility, adaptability and strong attitude to work under pressure while ensuring respect of deadlines and the required quality level,
- Constant professional appearance and a well-groomed appearance,
- Ability to work efficiently in a fast-paced setting,
- Structured and organized way of working,
- Very good knowledge of Italian and English,
- French confidence is a plus,
- Demonstrate awareness of OHS procedures and strong awareness of hygiene standards and HACCP requirements,
- Legal right to work in Italy