Rooms Operations Manager

Cosa offriamo: Assists in managing the execution of all operations in the rooms area departments (Office Engineering/Maintenance Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the guest services front desk housekeeping or related professional area. OR 2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; 2 years experience in the guest services front desk housekeeping or related professional area. CORE WORK ACTIVITIES Leading Room Operations Team Verifies that goals are being translated to the team as they relate to guest tracking and productivity. Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths. Verifies that the team has the capabilities to meet expectations. Leads by example demonstrating self-confidence, energy and enthusiasm. Assists employees in understanding guests ever-changing needs and expectations and exceeding them. Managing Property Rooms Operations Function(s) Assists in managing the execution of all operations in the rooms area departments (e.g. Front Office Engineering/Maintenance Housekeeping). Follows property specific second effort and recovery plan. Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms comment cards and guest letters. Takes proactive approaches when dealing with employee concerns. Extends professionalism and courtesy to employees at all times. Communicates/updates all goals and results with employees. Meets semiannually with staff on a one-to-one basis. Assists/teaches the team scheduling against guest and hours/occupied room goals. Performs hourly job functions as needed. Performs other duties as assigned to meet business needs. Managing and Monitoring Activities that Affect the Guest Experience Understands the brands service culture. Provides excellent customer service by being readily available/approachable for all guests. Strives to continually improve guest and employee satisfaction. Takes proactive approaches when dealing with guest concerns. Extends professionalism and courtesy to guests at all times. Responds timely to customer service department request. Verifies that all team members meet or exceed all hospitality requirements. Managing Profitability Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD). Verifies that a viable key control program is in place. Reviews financial statements sales and activity reports and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Strives to maximize the financial performance of the department. Conducting Human Resources Activities Interviews and assists in making hiring decisions. Receives hiring recommendations from team supervisors. Verifies that orientations for new team members are thorough and completed in a timely fashion. Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns. Verifies property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process where applicable. Celebrates successes and publicly recognizes the contributions of team members. At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law. At Splendido, A Belmond Hotel, part of the prestigious LVMH Group, we stand as a symbol of timeless elegance, perched high above the sparkling Gulf of Tigullio and the enchanting village of Portofino. Our history is legendary, and with each season, we continue to reimagine the future of luxury hospitality, where heritage meets innovation. Become part of a caring team of professionals striving for excellence. At Belmond we look for effortlessly engaging characters, whose personality, humor and charm shine through, creating a culture for unscripted and instinctive service and genuine human connection. We are looking for a Front Office Manager to manage our guest-focused Front Office team. The Front Office Manager is responsible for overseeing all front desk operations, ensuring that all hotel standards and procedures are fully implemented and maintained. The role involves managing staff, optimizing guest satisfaction, and maintaining operational efficiency in the front office department. The ideal candidate is willing to provide authentic, luxury experiences in world-renowned destinations to our guests, demonstrating care, confidence and curiosity. He/she is passionate about service and willing to grow professionally. He/She will Report to the Front of House Manager. What You’ll Do: Leadership and Management: supervise the front office team members to ensure they deliver excellent customer service. This includes hiring, training, scheduling, and evaluating staff performance; supervising workload during shifts; perform Duty Manager duties and other duties requested by management. Guest Experience: ensure guests receive prompt, professional attention and personal recognition throughout their stay. Handle guest complaints efficiently while maintaining a high level of service. Monitor all V.I.P 's special guests and requests, in synergy with the guest relations department. Operational Management: oversee the operation of all aspects of the front desk functions, including check-in/check-out processes, room assignments (according to the reservation requests and guests needs) and information provision to guests; operate all aspects of Front Office computer systems; review daily front office work and activity reports generated by Night Audit; review Front office log book and guest feedback on a daily basis; maintain an organized and comprehensive filing system with all documentation. Communication: liaise with other departments to ensure seamless service delivery. Communicate effectively with housekeeping regarding room status updates and with maintenance on any reported issues. Revenue Maximization: work closely with the executive office team to implement strategies that drive occupancy rates and average daily rates. Cross-sell other services provided by the hotel where possible. Compliance & Quality Assurance: maintain strict adherence to all relevant laws and regulations governing hotel operations (including health & safety). Ensure that front office operations meet the brand’s standards through regular audits and quality assurance measures. Implementing of the Leading Quality Assurance Standards . Training & Development: develop ongoing training programs to ensure that the front office team has up-to-date knowledge of hotel policies and procedures as well as current trends in hospitality customer service. Budgeting & Forecasting: assist in preparing budgets and financial reports. Control expenses within the front office department and find ways to reduce costs without compromising on quality or service levels. Problem-Solving: act as an escalation point for issues beyond the scope of frontline staff capabilities; resolve complex problems arising from guest complaints or operational challenges swiftly; organizing special requests and communicate with all departments within the hotel to ensure that our guests receive the highest standard of service. Requirements Who You Are: At least 3 years of previous professional experience in the same role of an extra luxury brand, preferably at international level; Bachelor’s degree in Hospitality Management or related field preferred. Strong leadership skills with an ability to motivate teams. Excellent communication skills, both verbal and written. Proficiency with hotel management software Ability to work flexibly under pressure in a fast-paced environment. Fluent in Italian and English; knowledge of additional languages is an advantage due to international clientele. Exceptional organizational skills with great attention to detail. Solid experience and knowledge of Leading Quality Assurance (LQA) standards Working at Splendido, A Belmond Hotel requires dedication to uphold its reputation for exceptional service quality; thus this role demands someone passionate about hospitality who thrives on creating unforgettable experiences for every guest they encount. What You’ll Gain: At Splendido, we don’t just offer jobs; we create pathways for growth. We believe in nurturing talent and providing opportunities for long-term development. As a Front Office Manager, you’ll have the chance to grow your career, shaping the future of hospitality. Competitive compensation with a permanent contract, according to C.C.N.L. Settore Turismo - Level 1, Front Office Manager Exclusive benefits, such as accommodation, transportation support and delicious meals provided by our staff canteen. Access to Discovering Belmond, allowing you to explore our properties worldwide and enjoy discounted rates on trains, cruises, safaris, and fine diningexperiences. The chance to work in an environment that values diversity, inclusiveness, and sustainability, all while preserving the heritage and craft that define Belmond. Incentive based on quality goals About Belmond: Since 1976, Belmond has been a pioneer in luxury travel, spanning 24 countries with 46 exceptional properties. Our legacy is built on authenticity, craftsmanship, and the desire to create meaningful, lasting memories for ourguests. As part of LVMH Moët Hennessy Louis Vuitton, we are committed to excellence in everything we do, from the guest experience to our dedication to sustainability and community. Join us in our journey to redefine the future of luxury, where tradition and innovation meet to create unforgettable moments. ... leader of the propertys Hotel Operations. Areas of responsibility may ...... 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