Director of Guest Experience

11 ore fa

Roma, Italia Rosewood Rome A tempo pieno

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.
**Key Responsibilities**:

- Guest Experience Strategy:

- Develop and execute a comprehensive guest experience strategy across all hotel touchpoints;
- Collaborate with all the department heads to ensure consistent service standards and seamless guest interactions;
- Monitor guest feedback and industry trends to continuously improve service offerings, especially against Rome competitors and incumbents;
- Operational Excellence:

- Oversee guest relations, concierge, butler, and other guest-facing departments;
- Implement service recovery protocols and ensure timely resolution of guest concerns;
- Monitor quality and standards across the entire guest experience operations;
- Lead initiatives to personalize guest experiences and exceed expectations.
- Team Leadership:

- Recruit, train, and mentor guest experience managers and staff;
- Foster a culture of empathy, attentiveness, and proactive service;
- Conduct regular performance evaluations and provide coaching for improvement.
- Guest Feedback & Analytics:

- Analyze guest satisfaction scores, reviews, and feedback to identify areas for improvement;
- Use data-driven insights to inform operational decisions and service enhancements;
- Report on guest experience metrics to senior leadership.
- Brand Representation:

- Serve as the ambassador of Rosewood brand’s guest experience philosophy;
- Ensure all guest interactions reflect Rosewood Rome values and standards;
- Coordinate with marketing and PR teams to align messaging and guest engagement.

**Qualifications**:

- Bachelor’s degree in Hospitality Management, Business, or related field;
- Minimum 7-10 years of experience in guest services or hospitality operations, with at least 3 years in a leadership role;
- Strong understanding of luxury service standards and guest psychology;
- Excellent communication, leadership, and problem-solving skills;
- Proficiency in guest feedback platforms and CRM systems;
- Multilingual abilities.

**Working Conditions**:

- Flexible schedule including weekends and public holidays;
- High-touch, guest-facing environment;
- Occasional travel for training, local benchmarking, or Rosewood global events.

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