Guest Relation Manager

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

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. /p pAt 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. /p pThe 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. /p pWorking 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. /p h3Key

Responsibilities:
/h3 ul liGuest Experience Personalization ul liLead the daily Guest Relations operation, ensuring a highly personalized and intuitive guest experience. /li liDevelop genuine relationships with guests and create opportunities for meaningful engagement throughout their stay. /li liPersonally recognize and engage with VIPs, repeat guests and guests celebrating special occasions. /li liReview upcoming arrivals, guest profiles, preferences, stay history,



special requests and relevant guest information. /li liEnsure guest preferences and important details are accurately recorded and shared with relevant departments. /li liIdentify opportunities to surprise and delight guests through thoughtful and authentic gestures. /li liMaintain a visible presence in guest areas and proactively engage with guests. /li liEnsure consistent follow-up throughout the stay and after significant guest interactions. /li /ul /li liVIP Pre-Arrival Management ul liCoordinate the preparation of VIP, repeat guest and special-occasion arrivals. /li liReview arrival information and ensure guest preferences and special requirements are communicated effectively. /li liCoordinate personalized amenities, welcome arrangements and special experiences. /li liEnsure VIP rooms and special arrangements are inspected and prepared according to hotel standards. /li liPrepare and communicate relevant guest movement and VIP information to operational teams. /li /ul /li liGuest Relations Service Recovery ul liAct as a key point of contact for guests requiring additional attention or assistance. /li liHandle guest concerns and complaints with discretion, empathy and ownership. /li liCoordinate effective service recovery and ensure appropriate follow-up. /li liIdentify recurring guest experience challenges and work with relevant departments to address them.



/li liMonitor guest feedback and share relevant insights with operational leaders. /li /ul /li liTeam Leadership Development ul liLead, inspire and support the Guest Relations team. /li liConduct effective daily briefings and communicate guest priorities and operational information. /li liCoach associates on personalization, guest recognition, emotional intelligence and luxury service. /li liSupport the onboarding and development of new team members. /li liEncourage creativity and empower associates to create memorable guest experiences. /li liFoster a culture of ownership, collaboration and genuine care. /li liLead by example, demonstrating professionalism, discretion and an authentic hospitality mindset. /li /ul /li liCross-Departmental Collaboration ul liBuild strong relationships with Front Office, Concierge, Housekeeping, Reservations, Food Beverage, Spa, Security and other departments. /li liEnsure guest information and preferences are communicated accurately and appropriately. /li liCoordinate complex guest requests requiring support from multiple departments. /li liParticipate in relevant operational and guest experience meetings. /li liEncourage a hotel-wide mindset in which personalization and guest recognition are everyone's responsibility. /li /ul /li liQuality Brand Standards ul liEnsure Guest Relations activities consistently reflect Rosewood brand standards and Relationship Hospitality. /li liMaintain excellent knowledge of LQA, Forbes and applicable luxury-service standards. /li liMonitor the quality and consistency of guest interactions. /li liSupport quality improvement initiatives based on guest feedback and operational observations. /li liMaintain exceptional discretion regarding guest information and privacy. /li liEnsure c

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