Guest Experience Manager

At Hyatt, we believe our guests choose us because of our caring and attentive associates who deliver efficient service and meaningful experiences. Working at Hyatt means being part of an environment that demands exceptional performance while offering great rewards, career growth, and a supportive culture. We are seeking a knowledgeable and passionate Guest Experience Manager to join our Thompson Rome Pre-Opening Team!

About the Role : You will report to the Rooms Division Manager

Key Responsibilities of the Role:

The Guest Experience Manager is an innovative and customer-focused leader responsible for enhancing the overall guest experience across all touchpoints within the Thompson Hyatt in Rome. This role involves developing and implementing strategies to ensure exceptional service, fostering a culture of guest-centricity, and overseeing the seamless integration of guest feedback into operational practices. The Guest Experience Manager will work closely with various departments to ensure that all guests enjoy memorable and personalized experiences.

Leadership profile:

The Guest Experience Manager must embody the organizational values, leading with vision, collaboration, innovation, and results orientation

• Vision : establish a clear strategy for guest experience initiatives, inspiring the team to achieve excellence.
• Collaboration :Fosters a culture of teamwork and open communication across all departments to enhance guest satisfaction.
• Innovation: embraces creativity in service delivery and guest engagement strategies to differentiate the hotel.
• Adaptability : Be flexible in addressing challenges and changing circumstances, ensuring seamless operations.
• Results Orientation : Utilize data-driven insights to enhance guest experiences and achieve business objectives.

Responsibilities :

Administration

• Ensure alignment of guest experience initiatives with the hotel's strategic objectives.
• Develop, implement, and regularly update the Guest Experience Operations Manual.
• Conduct effective internal communications and team meetings to ensure seamless operations.
• Maintain up-to-date records of guest feedback, satisfaction scores, and service metrics.

Customer Service

• Ensure all staff deliver on the brand promise and create memorable guest experiences.
• Oversee the planning and execution of guest-related events, promotions, and initiatives.
• Engage with guests to gather feedback and enhance service delivery.
• Resolve guest complaints efficiently, promoting a guest-centric culture.

Financial

• Maximize productivity through effective scheduling and resource management.
• Monitor and control budgeted expenses related to guest experience initiatives.
• Collaborate with finance on revenue forecasting and budget planning for guest services.
• Analyze performance metrics to drive profitability and enhance guest satisfaction.

Marketing

• Collaborate with the events and marketing team to promote initiatives and guest programs.
• Assist in developing promotional materials and communications that reflect the hotel’s lifestyle brand.
• Monitor guest engagement with marketing campaigns and suggest improvements based on feedback.

Operations

• Oversee daily operations related to guest experiences to ensure consistency and quality.
• Ensure consistent branding and messaging in all guest communications and interactions.
• Stay informed about industry trends, competitive landscape, and market dynamics.

People & Talent Development

• Supports HR with the recruitment, onboarding, and development of guest service staff.
• Ensure team members adhere to brand standards and performance expectations.
• Provide ongoing training and mentorship to enhance team capabilities and foster a culture of excellence.

Qualifications :

• Qualification in Hospitality/Hotel Management/Tourism
• High proficiency of Italian and English mandatory

What You Bring:

• Outstanding guest services skills, sophisticated verbal & written communication skills
• At least 3 years of experience in a similar role
• Experience in luxury and/or lifestyle hotels preferred
• Ability to work well under pressure in a fast-paced environment
• Strong attention to details and problem solving skills
• High energy, entrepreneurial spirit, motivational leader, effective communicator
• Proficient in Microsoft Office, Opera, CSI
• Excellent organizational, interpersonal and relationship-building abilities
• A creative mindset and passion for delivering exceptional guest experiences

Welfare and Benefits Package:

As a valued Team Member, you will enjoy:

• Complimentary and discount accommodation at Hyatt properties worldwide
• Training and development opportunities to support your career development
• Being part of a diverse and inclusive team, passionate about their work
• Opportunity to grow and develop your career within an international hotel group
• Local discounts

*Further details regarding welfare and benefits will be shared at a later stage, as the property is currently in its pre-opening phase and some aspects are still being finalized.

If you feel ready to be part of an exciting pre-opening journey and elevate the Team and guest's experience in one of Rome’s most iconic luxury hotels, and want to know more, apply now and be part of something extraordinary in heart of the eternal city!

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