[rwrom] - guest services manager

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.

Rosewood Rome is currently casting for a Guest Services Manager, responsible for leading and managing all front desk and door operations to ensure exceptional guest experiences across the entire property. This role requires a dynamic leader with a passion for service excellence, attention to detail, and the ability to inspire a team to deliver personalized and memorable guest interactions, and reports into the Director of Front of House.

• Ensure seamless check-in/check-out processes and personalized guest services;
• Handle VIP arrivals, special requests, and guest complaints with discretion and professionalism;
• Maintain high standards of hospitality and service in line with Rosewood brand expectations.

• Supervise, train, and motivate front office staff including reception, bell desk, and night audit;
• Conduct regular performance reviews and coaching sessions;
• Foster a culture of excellence, teamwork, and continuous improvement.

• Oversee daily front office operations, ensuring efficiency and accuracy;
• Contribute to room inventory, reservations, and rate strategies in coordination with Revenue Management dept;
• Monitor and ensure compliance with Rosewood brand standards, policies, and procedures.

• Prepare and manage departmental budgets and forecasts;
• Analyze guest feedback and operational data to identify areas for improvement;
• Ensure accurate billing and financial transactions.

• Utilize property management systems (PMS) and guest engagement platforms effectively;
• Stay updated on industry trends and implement innovative solutions to enhance guest satisfaction.

• Bachelor’s degree in Hospitality Management or related field;
• Minimum of 7 years of front office experience in luxury hospitality, with at least 3 years in a managerial role;
• Strong leadership, communication, and interpersonal skills;
• Proficiency in PMS systems (Opera preferred) and Microsoft Office Suite;
• Multilingual abilities are a plus;
• Impeccable grooming and professional demeanor.