[RWROM] - Guest Relations Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8b0jms

pGuided 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. /ppAt Rosewood Rome, we believe that true luxury is personal. The Guest Relations Manager plays a key role in bringing Rosewood’s philosophy of Relationship Hospitality to life, creating genuine connections with our guests and ensuring that every stay feels thoughtful, individual and memorable. Rosewood describes Relationship Hospitality as a natural desire to create meaningful and heartfelt experiences. /ppThe Guest Relations Manager leads the Guest Relations operation and oversees the personalization of the guest journey, from pre-arrival preparation and guest recognition through the in-house experience, special occasions, service recovery and departure. /ppWorking closely with Front Office, Concierge, Housekeeping, Food Beverage, Spa and other departments, the role ensures that guest preferences and important information are transformed into meaningful experiences rather than simply recorded. /ph3Key Responsibilities: /h3h3Guest Experience Personalization /h3ulliLead the daily Guest Relations operation, ensuring a highly personalized and intuitive guest experience. /liliDevelop genuine relationships with guests and create opportunities for meaningful engagement throughout their stay. /liliPersonally recognize and engage with VIPs, repeat guests and guests celebrating special occasions. /liliReview upcoming arrivals, guest profiles, preferences, stay history, special requests and relevant guest information. /liliEnsure guest preferences and important details are accurately recorded and shared with relevant departments. /liliIdentify opportunities to surprise and delight guests through thoughtful and authentic gestures. /liliMaintain a visible presence in guest areas and proactively engage with guests. /liliEnsure consistent follow-up throughout the stay and after significant guest interactions. /li /ulh3VIP Pre-Arrival Management /h3ulliCoordinate the preparation of VIP, repeat guest and special-occasion arrivals.



/liliReview arrival information and ensure guest preferences and special requirements are communicated effectively. /liliCoordinate personalized amenities, welcome arrangements and special experiences. /liliEnsure VIP rooms and special arrangements are inspected and prepared according to hotel standards. /liliPrepare and communicate relevant guest movement and VIP information to operational teams. /li /ulh3Guest Relations Service Recovery /h3ulliAct as a key point of contact for guests requiring additional attention or assistance. /liliHandle guest concerns and complaints with discretion, empathy and ownership. /liliCoordinate effective service recovery and ensure appropriate follow-up. /liliIdentify recurring guest experience challenges and work with relevant departments to address them. /liliMonitor guest feedback and share relevant insights with operational leaders. /li /ulh3Team Leadership Development /h3ulliLead, inspire and support the Guest Relations team. /liliConduct effective daily briefings and communicate guest priorities and operational information. /liliCoach associates on personalization, guest recognition, emotional intelligence and luxury service. /liliSupport the onboarding and development of new team members. /liliEncourage creativity and empower associates to create memorable guest experiences. /liliFoster a culture of ownership, collaboration and genuine care. /liliLead by example, demonstrating professionalism, discretion and an authentic hospitality mindset. /li /ulh3Cross-Departmental Collaboration /h3ulliBuild strong relationships with Front Office, Concierge, Housekeeping, Reservations, Food Beverage, Spa, Security and other departments. /liliEnsure guest information and preferences are communicated accurately and appropriately. /liliCoordinate complex guest requests requiring support from multiple departments. /liliParticipate in relevant operational and guest experience meetings. /liliEncourage a hotel-wide mindset in which personalization and guest recognition are everyone's responsibility.



/li /ulh3Quality Brand Standards /h3ulliEnsure Guest Relations activities consistently reflect Rosewood brand standards and Relationship Hospitality. /liliMaintain excellent knowledge of LQA, Forbes and applicable luxury-service standards. /liliMonitor the quality and consistency of guest interactions. /liliSupport quality improvement initiatives based on guest feedback and operational observations. /liliMaintain exceptional discretion regarding guest information and privacy. /liliEnsure compliance with hotel procedures, health and safety requirements and applicable standards. /li /ulh3Personal Qualities /h3ulliGenuine passion for people and luxury hospitality. /liliNaturally warm, engaging and emotionally intelligent. /liliHighly intuitive with the ability to anticipate guest needs. /liliStrong sense of ownership and accountability. /liliCreative approach to personalization and problem solving. /liliExcellent attention to detail. /liliCalm and composed when handling challenging situations. /liliExceptional discretion and respect for confidentiality. /liliStrong interpersonal and communication skills. /liliCurious about Rome, its culture, neighborhoods, traditions and experiences. /liliAbility to build authentic relationships with guests and colleagues. /liliPolished and professional presence while remaining natural and approachable. /li /ulh3Qualifications Experience /h3ulliPrevious experience in Guest Relations, Guest Experience, Front Office or a comparable guest-facing luxury hospitality role. /liliPrevious supervisory or management experience within a luxury hotel environment strongly preferred. /liliStrong understanding of personalized luxury service and guest recognition. /liliExperience managing VIP guests, special requests and service recovery. /liliKnowledge of luxury hospitality quality standards such as LQA and Forbes. /liliStrong organizational and problem-solving abilities. /liliComfortable working in a fast-paced, high-expectation environment. /liliExcellent written and spoken Italian and English; additional languages are highly desirable. /liliGood knowledge of hotel PMS/CRM and guest-profile systems. /liliHospitality Management or related qualification preferred. /li /ulpWe offer a competitive salary ranging from €28,000 to €32,000 gross per year, depending on experience, expertise, and alignment with the requirements of the role. /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8b0jms