Director, Quality Management

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8m1osg

Begin Your Rosewood Journey The Rosewood Rome currently seeks a Director Front of the House for the most exciting preopening project in the eternal city of Rome. Candidate Profile
- Education and Experience 2-year degree from an accredited university in Hotel Management, Hospitality, Business Administration or related major; 4 years’ experience as a leader in the guest services, front desk, guest relations and related professional area. International and pre-opening experience preferred background. Fluent English and Fluent Italian. Job Summary Directs and supports the Rooms front of the house operation, including Front office, Guest Relation and Concierge, Butler and VIP clienteling services. Areas of responsibility include Bell Staff, Concierge, Switchboard Operations, Guest Relations and Front Desk. As a division head, directs and works with managers and associates to successfully execute all front of the house operations and strives to continually enhance and exceed guest and associate satisfaction. CORE WORK ACTIVITIES Leading Front of the House Team Creates solid SOPs and training manuals for the room’s operation team. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; Serves as a role model to demonstrate appropriate behaviours with a hands-on leadership style. Manages all day-to-day operations. Understands associates positions well enough to perform duties in leader or associate absence. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily. Keeps team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Conducts daily briefs and weekly department meetings.



Embraces a clear and consistent communication regarding hotel strategies, goals and desired results. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands the impact of the Rooms operations in overall property financial and performance goals. Managing Projects and Policies Ensures compliance with all Rooms policies, standards and procedures. disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and expectations. Must be well trained in Forbes 5 star and LQA standards and has natural talent in training people. Improves service by communicating and assisting individuals to understand guest wishes to anticipate and personalize stay, providing supporting guidance, genuine feedback, and individual coaching when needed. Acts as role model in the Front of the House and creates an inspiring and positive atmosphere for guest relations. Empowers associates to provide excellent customer service. Engages daily with guests, reviews daily with team guest satisfaction results and other data to identify areas of improvement. Supports team actively and follows up personally in case of guest complaints.



Managing and Conducting Human Resource Activities Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Establishes challenging, realistic and obtainable goals to guide operation and performance. Manages employee progressive discipline procedures for Front Office Staff. Administers the performance appraisal process for direct report managers. Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyses information and evaluates results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

About Us
Located in the former headquarters of Italy’s Banca Nazionale del Lavoro (BNL) overlooking the iconic Via Veneto, Rosewood Rome will encompass three historic buildings, each of which were originally built in the early 1900s. The crown jewel of the project will be the reimagination of the former BNL headquarters, the main unit of the development that was initially designed by renowned Italian architect and urban planner Marcello Piacentini. The design will take influence from the hotel’s location overlooking Via Veneto, one of Rome’s most elegant streets and a symbol of the celebrated Federico Fellini film, La Dolce V

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8m1osg