Guest Services Manager

Guided 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. Pronto/a a candidarsi? Guided 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.

Rosewood Rome is currently casting for a Guest Services Manager, responsible for leading and managing all front desk and door operations to ensure exceptional guest experiences across the entire property. This role requires a dynamic leader with a passion for service excellence, attention to detail, and the ability to inspire a team to deliver personalized and memorable guest interactions, and reports into the Director of Front of House.

Key Responsibilities

Guest Experience: Ensure seamless check-in/check-out processes and personalized guest services; Handle VIP arrivals, special requests, and guest complaints with discretion and professionalism; Maintain high standards of hospitality and service in line with Rosewood brand expectations.

Team Leadership: Supervise, train, and motivate front office staff including reception, bell desk, and night audit; Conduct regular performance reviews and coaching sessions; Foster a culture of excellence, teamwork, and continuous improvement.

Operational Management: Oversee daily front office operations, ensuring efficiency and accuracy; Contribute to room inventory, reservations, and rate strategies in coordination with Revenue Management dept; Monitor and ensure compliance with Rosewood brand standards, policies, and procedures.

Financial & Reporting: Prepare and manage departmental budgets and forecasts; Analyze guest feedback and operational data to identify areas for improvement; Ensure accurate billing and financial transactions. Technology & Innovation: Utilize property management systems (PMS) and guest engagement platforms effectively; Stay updated on industry trends and implement innovative solutions to enhance guest satisfaction.

Qualifications

Bachelor's degree in Hospitality Management or related field; Minimum of 7 years of front office experience in luxury hospitality, with at least 3 years in a managerial role; Strong leadership, communication, and interpersonal skills; Proficiency in PMS systems (Opera preferred) and Microsoft Office Suite; Multilingual abilities are a plus; Impeccable grooming and professional demeanor; We offer a competitive salary ranging from €35,000 to €42,000 gross per year, depending on experience, expertise, and alignment with the requirements of the role.

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