Guest Services Manager

Location Overview
Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy.

Job summary:

Under the direct supervision of the Director of Rooms, the Guest Service Manager is responsible for all Guest Services operations and, in absence of Front Office Manager, supervises Front Office operations, ensuring the highest level of guest satisfaction in accordance with the policies, standards and guidelines established by the hotel or the corporate office.

Key duties and responsibilities:

•    To be familiar with Service Ritual Sevā and the Aman Brand Promises, lead by example and deliver a seamless experience, accordingly, train the team on how the Spirit of Aman is brought to life in daily operations, ensuring consistency of the guest experience.
•    Oversee and manage Guest Service Team (Guest Services Executives, Guest Service Administrators) to ensure operations are run smoothly and efficiently.
•    Lead, coach, and motivate the Guest Services team to deliver exceptional guest experiences.
•    Oversee all pre- arrival communication, planning, guest preferences, itineraries, special occasion and VIO arrangements.
•    Resolve guest concerns promptly and professionally, ensuring complete guest satisfaction.
•    Monitor guest feedback and implement continuous improvements.
•    Work along with Front office manager to ensure efficiency and profitability of the division:
- Assist in reviewing and improving existing procedures and practices.
- Assist in Supervising Front Desk operation and workflow to maximize guest’s satisfaction.
- Ensure employees are aware and well trained in all available automation.
- Be a competent user of available equipment, tools and platforms used within the department (Teams, Hotsos, Okkami, Sevenrooms, Opera Cloud, Alice)
•    Attend Daily Rooms briefings and Daily Operation briefings.
•    Full knowledge of the products and services available.
•    To manage Guest Services team and ensure Guest Recognition, Customer Delight and Retention:
- Be part oof the welcoming and farewell committee for our guests as per SEVA standards.
- Assist in coordinating special services or amenities for guests, such as room upgrades, personalized greetings.
- Work with other departments to ensure consistency of exceptional, personalized and warm of pre-arrival, arrival, during the stay, departure and post departure service is provided.
- Actively walk the floor, interact with guests, and ensure they receive personalized attention and care.
- Monitor guest requests and preferences, ensuring these are accurately logged in the system profiles and communicated to relevant departments through all communication channels.
- Regularly update guest history to ensure a seamless experience during future stays.
- Monitor and spot check quality of work.
- Develop and implement guest recognition program for all guests.
- Coordinate, implement, and update the Daily Event.
- Actively engage with guests to foster relationships and ensure that every guest has a memorable experience.
- Handle guest feedback promptly, ensuring all complaints are addressed and resolved effectively and professionally (Hotsos).
- Implement and manage guest recognition programs for VIPs, repeat guests, gift Program and special occasions (birthdays, anniversaries, etc.).
•    Aware of Hotel Safety Procedures.
•    Full understanding and utilization of the code of discipline as a guide to maintain a safe and secure work environment.
 
This job description is intended to illustrate the main duties and responsibilities of the job.    It is not intended in any way to be exhaustive and you are advised that the duties and responsibilities may change from time to time. Amansantis will always find new ways to look after the business, their guests, and their colleagues

What we look for in this position:
•    Previous leadership experience within Guest Services, Front Office, Guest Relations, or Rooms Division in a luxury hotel or resort.
•    Passion for creating genuine, memorable guest experiences.
•    Excellent leadership, communication, and interpersonal skills.
•    Calm and confident under pressure with exceptional problem-solving abilities.
•    Outstanding organisational and multitasking skills.
•    Strong knowledge of luxury hospitality standards.
•    Experience with Opera Cloud or similar Property Management Systems is advantageous.
•    Fluency in English and Italian is essential.

Benefits
At Aman Rosa Alpina, we believe that our colleagues are at the core of our success. We offer a competitive benefits package including exciting international career opportunities in a company that is expanding rapidly. We prioritise and support your career journey, making you feel valued, included and at home.
•    Competitive compensation
•    Complimentary nights and discounted Food & Beverage and Spa rates across all Aman and Janu properties
•    Access to mySanitour+ Alto Adige supplementary healthcare fund 
•    Professional development and career growth opportunities
•    Cornell University partnership with preferential rates for professional development courses