16 ott - Italia
Rosewood Hotel Group
as champions of relationship hospitality we cultivate a culture that fosters innovation, passion, collaboration, ownership and transparency, striving to make the place where people and place enrich one another. key responsibilities guest experience personalization lead the daily guest relations operation ensuring a highly personalized and intuitive guest experience; vip pre‐arrival management coordinate the preparation of vip, repeat guest and special occasion arrivals; arrange personalized amenities, welcome arrangements and special experiences; inspect vip rooms and special arrangements according to hotel standards; prepare and communicate relevant guest movement and vip information to operational teams. guest relations service recovery act as a key point of contact for guests requiring additional attention; coordinate effective service recovery and ensure appropriate follow‐up; identify recurring guest experience challenges and work with relevant departments to address them; monitor guest feedback and share insights with operational leaders. team leadership & development lead,
inspire and support the guest relations team; coach associates on personalization, guest recognition, emotional intelligence and luxury service; support onboarding and development of new team members; encourage creativity and empower associates to create memorable experiences; foster a culture of ownership, collaboration and genuine care. cross‐departmental collaboration build strong relationships with front office, concierge, housekeeping, reservations, food & beverage, spa, security and other departments; participate in operational and guest experience meetings; promote a hotel‐wide mindset where personalization is everyone's responsibility. quality & brand standards ensure guest relations activities consistently reflect rosewood brand standards and relationship hospitality; maintain excellent knowledge of lqa, forbes and luxury service standards; support quality improvement initiatives b
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