Guest Services Manager

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.Team Leadership: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.Financial & Reporting: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.
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