Guest services manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7f9bso

PpbLocation Overview /b Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy. /ppbLocation Overview /b Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy. /ph3Job summary: /h3pUnder the direct supervision of the Director of Rooms, the Guest Service Manager is responsible for all Guest Services operations and, in absence of Front Office Manager, supervises Front Office operations, ensuring the highest level of guest satisfaction in accordance with the policies, standards and guidelines established by the hotel or the corporate office. /ph3Key duties and responsibilities: /h3ulliTo be familiar with Service Ritual Sevā and the Aman Brand Promises, lead by example and deliver a seamless experience, accordingly, train the team on how the Spirit of Aman is brought to life in daily operations, ensuring consistency of the guest experience. /liliOversee and manage Guest Service Team (Guest Services Executives, Guest Service Administrators) to ensure operations are run smoothly and efficiently. /liliLead, coach, and motivate the Guest Services team to deliver exceptional guest experiences. /liliOversee all pre- arrival communication, planning, guest preferences, itineraries, special occasion and VIO arrangements. /liliResolve guest concerns promptly and professionally, ensuring complete guest satisfaction. /liliMonitor guest feedback and implement continuous improvements. /liliWork along with Front office manager to ensure efficiency and profitability of the division: /liliAssist in reviewing and improving existing procedures and practices. /liliAssist in Supervising Front Desk operation and workflow to maximize guest’s satisfaction.



/liliEnsure employees are aware and well trained in all available automation. /liliBe a competent user of available equipment, tools and platforms used within the department (Teams, Hotsos, Okkami, Sevenrooms, Opera Cloud, Alice) /liliAttend Daily Rooms briefings and Daily Operation briefings. /liliFull knowledge of the products and services available. /liliTo manage Guest Services team and ensure Guest Recognition, Customer Delight and Retention: /liliBe part oof the welcoming and farewell committee for our guests as per SEVA standards. /liliAssist in coordinating special services or amenities for guests, such as room upgrades, personalized greetings. /liliWork with other departments to ensure consistency of exceptional, personalized and warm of pre-arrival, arrival, during the stay, departure and post departure service is provided. /liliActively walk the floor, interact with guests, and ensure they receive personalized attention and care. /liliMonitor guest requests and preferences, ensuring these are accurately logged in the system profiles and communicated to relevant departments through all communication channels. /liliRegularly update guest history to ensure a seamless experience during future stays. /liliMonitor and spot check quality of work. /liliDevelop and implement guest recognition program for all guests. /liliCoordinate, implement, and update the Daily Event. /liliActively engage with guests to foster relationships and ensure that every guest has a memorable experience. /liliHandle guest feedback promptly, ensuring all complaints are addressed and resolved effectively and professionally (Hotsos).



/liliImplement and manage guest recognition programs for VIPs, repeat guests, gift Program and special occasions (birthdays, anniversaries, etc.). /liliAware of Hotel Safety Procedures. /liliFull understanding and utilization of the code of discipline as a guide to maintain a safe and secure work environment. /li /ulpThis job description is intended to illustrate the main duties and responsibilities of the job. It is not intended in any way to be exhaustive and you are advised that the duties and responsibilities may change from time to time. Amansantis will always find new ways to look after the business, their guests, and their colleagues /ph3What we look for in this position: /h3ulliPrevious leadership experience within Guest Services, Front Office, Guest Relations, or Rooms Division in a luxury hotel or resort. /liliPassion for creating genuine, memorable guest experiences. /liliExcellent leadership, communication, and interpersonal skills. /liliCalm and confident under pressure with exceptional problem-solving abilities. /liliOutstanding organisational and multitasking skills. /liliStrong knowledge of luxury hospitality standards. /liliExperience with Opera Cloud or similar Property Management Systems is advantageous. /liliFluency in English and Italian is essential. /li /ulh3Benefits /h3pAt Aman Rosa Alpina, we believe that our colleagues are at the core of our success. We offer a competitive benefits package including exciting international career opportunities in a company that is expanding rapidly. We prioritise and support your career journey, making you feel valued, included and at home. /pulliCompetitive compensation /liliComplimentary nights and discounted Food Beverage and Spa rates across all Aman and Janu properties /liliAccess to mySanitour+ Alto Adige supplementary healthcare fund /liliProfessional development and career growth opportunities /liliCornell University partnership with preferential rates for professional development courses /li /ul /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7f9bso