Hyatt Regency Rome Central is seeking an experienced and motivated Guest Experience Manager to join our pre-opening team.
Conveniently located adjacent to Rome Termini Station and a short distance from the Colosseum, the 238-room Hyatt Regency Rome Central is a newly renovated contemporary 5 star hotel offering premium business services and one of Italy’s most dazzling leisure rooftop experiences.
The hotel is also featuring a SPA, 5 food & beverages outlets and more than 1000 sqm events venues.
Main Duties and Responsibilities
* Oversee and coordinate the daily shift operations of the Guest Experience team, including Regency Club Lounge Activities and Belldesk, ensuring efficiency, consistency, and alignment with Hyatt brand standards.
* Collaborate closely with the Front Office Manager and Housekeeping Manager to ensure harmonious and efficient workflow across the front office.
* Support team members in staying focused on guest satisfaction while meeting financial and operational targets.
* Build and lead a proactive Guest Experience culture that anticipates and responds to guest needs.
* Enhance guest satisfaction through curated pre-arrival communications, personal meet-and-greets, and consistent operational control throughout the stay.
* Provide personalized service and recommendations, including transportation, dining, event access, and exclusive experiences.
* Maintain strong relationships with local businesses, restaurants, and cultural venues to offer guests authentic Roman experiences.
* Ensure VIP and repeat guests receive tailored service and memorable attention.
* Manage guest complaints and special requests with empathy, urgency, and professionalism.
* Monitor and ensure full adherence to Hyatt’s service standards, policies, and procedures.
* Maintain full awareness of daily arrivals, VIPs, and internal events to anticipate and coordinate personalized services.
* Respond swiftly to guest feedback and implement strategies for continuous improvement.
* Ensure the team is trained to handle guest emergencies or safety concerns in line with hotel procedures.
Qualifications
* Proven experience in Guest Relations, preferably in a leadership or assistant manager role in a luxury or lifestyle hotel.
* Strong leadership and interpersonal skills, with a collaborative and motivating management style.
* Extensive knowledge of local attractions, dining, and cultural experiences in Rome.
* Exceptional problem-solving, communication, and guest service abilities.
* Fluency in Italian and English is required; additional languages are considered a plus.
* A relevant degree or diploma in Hospitality or Tourism Management is preferred.
What We Offer
* A dynamic and collaborative work environment in a 5-star setting.
* Career growth and development within the global Hyatt network.
* Competitive salary package.
* Global travel and accommodation benefits.
Join our pre-opening team to build strong memories together!
We’re committed to fostering an inclusive workplace that values diversity and equal opportunity. We welcome applications from all qualified candidates, regardless of gender, race, ethnicity, religion, disability, or sexual orientation.
Please submit your CV in response to this job posting, with authorization for the processing of personal data in accordance with Legislative Decree 196/2003 and the GDPR (EU) 2016/679.
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