Guest Experience Manager

We are looking for a passionate and guest-obsessed Guest Experience Manager to elevate every touchpoint of the journey at Thompson Hyatt Rome. This role is key to shaping memorable, personalized experiences, driving a culture of service excellence, and bringing the brand’s lifestyle vision to life. The ideal candidate combines strategic thinking, creativity, and strong leadership, inspiring teams to consistently exceed guest expectations while supporting the hotel’s commercial goals. The Guest Experience Manager is an innovative and customer-focused leader responsible for enhancing the overall guest experience across all touchpoints within the Thompson Hyatt in Rome. This role involves developing and implementing strategies to ensure exceptional service, fostering a culture of guest-centricity, and overseeing the seamless integration of guest feedback into operational practices. The Guest Experience Manager will work closely with various departments to ensure that all guests enjoy memorable and personalized experiences. Responsibilities Administration Ensure alignment of guest experience initiatives with the hotel's strategic objectives. Develop, implement, and regularly update the Guest Experience Operations Manual. Conduct effective internal communications and team meetings to ensure seamless operations. Maintain up-to-date records of guest feedback, satisfaction scores, and service metrics. Customer Service Ensure all staff deliver on the brand promise and create memorable guest experiences. Oversee the planning and execution of guest-related events, promotions, and initiatives. Engage with guests to gather feedback and enhance service delivery. Resolve guest complaints efficiently, promoting a guest-centric culture. Financial Maximize productivity through effective scheduling and resource management. Monitor and control budgeted expenses related to guest experience initiatives. Collaborate with finance on revenue forecasting and budget planning for guest services. Analyze performance metrics to drive profitability and enhance guest satisfaction. Marketing Conduct regular market research to identify trends and opportunities in guest experience. Lead innovative marketing campaigns that align with the lifestyle brand of the hotel. Analyze campaign performance and adapt strategies to enhance guest engagement and loyalty. Operations Oversee daily operations related to guest experiences to ensure consistency and quality. Ensure consistent branding and messaging in all guest communications and interactions. Stay informed about industry trends, competitive landscape, and market dynamics. People & Talent Development Support the recruitment, onboarding, and development of guest service staff. Ensure team members adhere to brand standards and performance expectations. Provide ongoing training and mentorship to enhance team capabilities and foster a culture of excellence. Qualifications Diploma or Bachelor’s Degree in Hospitality Management, Tourism, or a related field is preferred. Equivalent professional experience within the luxury hospitality sector will also be considered. Experience Previous experience in a Guest Experience, Front Office, or Service Leadership role within a luxury or lifestyle hotel environment. A strong understanding of personalized service standards and guest journey management is essential. Required Skills Proven ability to deliver highly personalized, attentive, and memorable guest experiences. Strong capability in handling and resolving guest complaints with professionalism and empathy. Excellent verbal and written communication skills. Proficiency in English is required; knowledge of additional foreign languages is considered an advantage. Experience in staff training, coaching, and professional development. Strong decision-making skills with the ability to act quickly and effectively. Solid understanding of luxury hospitality trends and guest experience best practices. Thompson Hyatt Rome is committed to creating an inclusive and diverse workplace. We encourage applications from all qualified candidates regardless of gender, age, nationality, ethnicity, disability, sexual orientation, religion, or background. Diversity and inclusion are fundamental to our culture and success.