Guest Services Manager
Descrizione dell'offerta
Guided by our culture, The Calling, we create an environment enlivened by our employee value propositions: Enrich and be Enriched, Bring Your True Self, Curate the Extraordinary, and Leave Your Legacy. As champions of Relationship Hospitality, we cultivate a culture that fosters our values of innovation, passion, collaboration, ownership and transparency. We strive to Make the Place - creating a future where people and place enrich one another.
Rosewood Rome is currently casting for a Guest Services Manager, responsible for leading and managing all front desk and door operations to ensure exceptional guest experiences across the entire property. This role requires a dynamic leader with a passion for service excellence, attention to detail, and the ability to inspire a team to deliver personalized and memorable guest interactions, and reports into the Director of Front of House.
Key Responsibilities
- Guest Experience
- Ensure seamless check‑in/check‑out processes and personalized guest services;
- Handle VIP arrivals, special requests, and guest complaints with discretion and professionalism;
- Maintain high standards of hospitality and service in line with Rosewood brand expectations;
- Supervise, train, and motivate front office staff including reception, bell desk, and night audit;
- Conduct regular performance reviews and coaching sessions;
- Foster a culture of excellence, teamwork, and continuous improvement;
- Operational Management
- Oversee daily front office operations, ensuring efficiency and accuracy;
- Contribute to room inventory, reservations, and rate strategies in coordination with Revenue Management dept;
- Monitor and ensure compliance with Rosewood brand standards, policies, and procedures;
- Prepare and manage departmental budgets and forecasts;
- Analyze guest feedback and operational data to identify areas for improvement;
- Ensure accurate billing and financial transactions;
- Technology & Innovation
- Utilize property management systems (PMS) and guest engagement platforms effectively;
- Stay updated on industry trends and implement innovative solutions to enhance guest satisfaction.
Qualifications
- Bachelor’s degree in Hospitality Management or related field;
- Minimum of 7 years of front office experience in luxury hospitality, with at least 3 years in a managerial role;
- Strong leadership, communication, and interpersonal skills;
- Proficiency in PMS systems (Opera preferred) and Microsoft Office Suite;
- Multilingual abilities are a plus;
- Impeccable grooming and professional demeanor.