Operations & Guest Experience Manager - Rome

3 settimane fa

Roma, Italia Russotti Gestioni Hotels S.p.A. A tempo pieno

**JOB SUMMARY**

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and supervise the hotel lobby and other public areas, particularly at busy times. Serves as Operations & Guest Experience Manager, interpreting the concept of hotel hospitality, with particular reference to the Marriott philosophy. Collaborate daily with various departments as a liaison to ensure welcoming and assistance and to facilitate the flow of information between strategic and operational departments.

**CANDIDATE PROFILE**

5 years experience in the guest services, front desk, or related professional area.
- High level of English and Italian, a third language is a plus
- International and hotel chains experience is highly valued for this role
- Excellent communication and guest oriented skills
- Strongly organized, results-oriented
- Project management and implementation tracking results
- Brand-oriented approach, ensuring the representation of our brand both in presence and in adherence to brand standards
- Passion for details, not only attention

**CORE WORK ACTIVITIES**

**Leading Guest Services Teams**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Work closely with the Training & Development Specialist to develop and execute training programs for the guest services team, focusing on enhancing their skills in providing exceptional customer service.

**Maintaining Guest Services and Front Desk Goals**
- Welcoming and bidding farewell to Marriott Rewards Gold, Platinum, Platinum Premiere, and VIP customers, in collaboration with other departments.
- Assisting customers with their specific requests, such as information, reservations both within the hotel and outside, and handling complaints. Handling any complaints.
- Supervising the Executive Lounge and other common areas in terms of adhering to standards and engaging in conversations with guests.
- Mini gift program for congress organizers/VIP guests.
- Dedicated check-out: farewells, collecting feedback on the stay, thanking guests for choosing Marriott
- Checking guests arriving on the day, assignment and monitoring in advance the VIP List arrivals
- Updating customer profiles in Opera with comments, feedback, and complaints, for reference in case of repeated guests.
- Monitoring and responding to guests, comments on GSS (Guest Satisfaction Survey), and other reputation channels.
- Granting any necessary compensation and refunds.
- Developing Customer Service procedures and standards for the department.
- Handing over responsibilities to the MOD (Manager on Duty) of the day for guests requiring special attention, specific requests, or expected feedback from customers, including complaints.
- Planning activities for guests and coordinating all promotional activities targeting customers.
- Organizing weekly GSS meetings with other managers to share GSS comments from the previous week and implement solutions for possible improvements.
- Conducting semi-annual Self Audits with the support of management.
- Ensuring documented periodic training (semi-annual/annual) on specific departmental BSA (Brand Standard Audit), through the development of a targeted and scheduled action plan.
- Providing daily updates and monthly reports, including a monthly analytical report, containing customer feedback compared to GSS results and others guest experience KPIs, to be delivered to the Management at the end of each month.
- Collaborate with the marketing department to design and distribute guest satisfaction surveys, analyze results, and implement improvements based on feedback.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Encourage innovation and creative thinking among the guest services team to continuously enhance the guest experience.
- Serves as a leader in displaying outstanding hospitality skills and strives to improve service performance.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.

**Imp

  • Stage Guest Experience

    5 giorni fa

    Roma, Italia Russotti Gestioni Hotels S.p.A. A tempo pieno

    La Russotti Gestioni Hotels con piacere condivide l’opportunità per un talentuoso tirocinante di fare parte del Team Guest Experience presso **il Rome Marriott Park Hotel.** La nostra ricerca si rivolge a professionisti che sappiano essere degli impeccabili “padroni di casa” per offrire un servizio d’eccellenza, combinando spontaneità e...

  • Guest Experience Manager

    5 giorni fa

    Roma, Italia Russotti Gestioni Hotels S.p.A. A tempo pieno

    Mansione**:Guest Experience Manager** Dipartimento**:Guest Experience** Riporta a (posizione)**:Direttore delle operazioni / Hotel Manager** **RIEPILOGO DEL LAVORO** Funge da property Manager on Duty e supervisiona tutte le operazioni di proprietà, assicurando che vengano forniti i più alti livelli di ospitalità e servizio. Rappresenta la gestione della...

  • Guest Relations Manager

    4 settimane fa

    Roma, Lazio, Italia Aleph Rome Hotel, Curio Collection by Hilton A tempo pieno

    A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.What will I be doing?As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest...

  • Guest Relations Manager

    4 settimane fa

    Roma, Italia Hilton A tempo pieno

    Guest Relations Manager A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. **What will I be doing?** As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to...

  • Guest Relations Manager

    4 settimane fa

    Roma, Italia Hilton A tempo pieno

    A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. **What will I be doing?** As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional...

  • Guest Service Agent Temporary Seasonal

    5 giorni fa

    Roma, Italia Marriott International, Inc A tempo pieno

    **Job Number** 24045893 **Job Category** Rooms & Guest Services Operations **Location** The Westin Excelsior Rome, Via Vittorio Veneto 125, Rome, Città Metropolitana di Roma, Italy VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Answer, record, log, and process all guest calls,...

  • Guest Service And Quality Manager

    3 settimane fa

    Roma, Italia Michael Page A tempo pieno

    Guest Service and Quality Manager The position is responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for...

  • Guest Experience Agent

    4 settimane fa

    Roma, Italia Palazzo Velabro A tempo pieno

    La risorsa dovrà occuparsi di: - Accoglienza ospiti; - Assicurarsi che le prenotazioni siano confermate prima dell'arrivo degli ospiti; - Check in/check out; - Utilizzo del PMS Opera; - Fornire una guest Experience agli ospiti rispondendo alle loro domande e risolvendo i loro reclami in modo professionale e amichevole; - Esecuzione di vari compiti...

  • Guest Experience Agent

    7 giorni fa

    Roma, Italia Palazzo Velabro A tempo pieno

    La risorsa dovrà occuparsi di: - Accoglienza ospiti; - Assicurarsi che le prenotazioni siano confermate prima dell'arrivo degli ospiti; - Check in/check out; - Utilizzo del PMS Opera; - Fornire una guest Experience agli ospiti rispondendo alle loro domande e risolvendo i loro reclami in modo professionale e amichevole; - Esecuzione di vari compiti...

  • Guest Service Agent Temporary Seasonal

    5 giorni fa

    Roma, Italia Marriott International, Inc A tempo pieno

    **N. Posizione** 24045893 **Categoria la Posizione** Rooms & Guest Services Operations **Sede** The Westin Excelsior Rome, Via Vittorio Veneto 125, Rome, Città Metropolitana di Roma, Italy VISUALIZZA SULLA MAPPA **Tipologia** Full-Time **Lavora da remoto?** N **Trasferimento?** N **Tipo posizione** Non-Management *** Answer, record, log, and process...

  • Guest Service and Quality Manager

    6 giorni fa

    Roma, Italia Page Personnel A tempo pieno

    importante realtà che opera nel settore dell'hospitality di lusso ruolo di responsabilità Il nostro clienteHospitalityRuolo Conducts monthly audit to ensure compliance with company and brand standards. Assists with company-wide implementation of company practices. Facilitates process improvement teams, assuring use of the systematic processes,...

  • Guest Service and Quality Manager

    6 giorni fa

    Roma, Italia Page Personnel A tempo pieno

    importante realtà che opera nel settore dell'hospitality di lusso ruolo di responsabilità Il nostro clienteHospitalityRuolo Conducts monthly audit to ensure compliance with company and brand standards. Assists with company-wide implementation of company practices. Facilitates process improvement teams, assuring use of the systematic processes,...

  • Supervisor-guest Service

    4 settimane fa

    Roma, Italia Marriott International, Inc A tempo pieno

    **N. Posizione** 23052653 **Categoria la Posizione** Rooms & Guest Services Operations **Sede** Bvlgari Hotel Roma, Piazza Augosto Imperatore, 10, Rome, Italy, Italy VISUALIZZA SULLA MAPPA **Tipologia** Full-Time **Lavora da remoto?** N **Trasferimento?** N **Tipo posizione** Non-Management - Marriott International applica una politica di pari...

  • Customer Experience Manager

    5 giorni fa

    Roma, Italia ProPosition Management Search A tempo pieno

    Email Our client, leading consulting company, is currently looking for a: Customer Experience Manager Main Task/Activities: Mapping and redesigning the customer experience throughout the customer journey, with the aim of optimizing omni-channel engagement while also streamlining the enabling operating processes Developing customer listening and feedback...

  • It Coordinator

    4 settimane fa

    Roma, Italia Michael Page A tempo pieno

    Michael Page, leader europeo e mondiale nella ricerca e selezione di personale specializzato, vanta un know-how d'eccellenza nell'ambito del "top e middle management". IT Coordinator - Luxury Hotels in Rome and Venice - Roma We are seeking a dynamic and experienced IT Manager to join our team in Rome and Venice. With a commitment to providing...

  • Guest Service Agent

    3 ore fa

    Roma, Italia Russotti Gestioni Hotels S.p.A. A tempo pieno

    **SOMMARIO** La Russotti Gestioni Hotels sta cercando un Guest Service Agent da inserire nel nostro organico. In qualità di Guest Service Agent, svolgerai un ruolo chiave nel plasmare le esperienze degli ospiti in hotel, garantendo il massimo livello di personalizzazione, l'eccellenza del servizio e il mantenimento di un'immagine professionale in ogni...

  • Housekeeping Manager

    4 settimane fa

    Roma, Italia Alti Profili A tempo pieno

    We are hiring for a international luxury hospitality company an **Housekeeping Manager**: The Housekeeping Manager will be responsible for the planning, direction, coordination and execution of all activities and personnel within the housekeeping departments. The Housekeeping Manager is responsible for ensuring that all housekeeping activities are carried...

  • F&B Operation Manager

    3 settimane fa

    Roma, Italia ManpowerGroup A tempo pieno

    Manpower Srl ricerca, per primaria struttura alberghiera a quattro stelle, un F&, B Operation Manager. Il candidato prescelto sar responsabile della gestione operativa di tutto il servizio e del coordinamento del personale al fine di garantire un servizio eccellente nel rispetto degli standard aziendali. Il candidato ideale ha maturato una buona...

  • F&B Operation Manager

    3 settimane fa

    Roma, Italia ManpowerGroup A tempo pieno

    Manpower Srl ricerca, per primaria struttura alberghiera a quattro stelle, un F&, B Operation Manager. Il candidato prescelto sar responsabile della gestione operativa di tutto il servizio e del coordinamento del personale al fine di garantire un servizio eccellente nel rispetto degli standard aziendali. Il candidato ideale ha maturato una buona...

  • Food & Beverage Manager (F/m/x)

    7 giorni fa

    Roma, Italia ORIENT EXPRESS A tempo pieno

    **Descrizione dell'azienda** ABOUT ORIENT EXPRESS** Artisan of Travel since 1883 Orient Express is a legendary brand, steeped in history and loved by past, present and future generations. Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion. Orient Express...