2 398 Posti di lavoro per Ritz-Carlton in Italia

Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Qualifications :

• Hotel Director / Hotel General Manager background in a 4- or 5-star hotel
• 2-3yrs of hotelier experience
• Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities :

1. Leads in delivering an exceptional guest experience and mentors other divisions on key service standards. Builds strong rapport with division heads from both hotel and marine departments.
2. Leads a team committed to delivering outstanding customer service, reacting efficiently to guest requests. Monitors key performance indicators, guest ratings, and comments to foster a culture of ownership of the guest experience.
3. Balancing operational needs between Financial and Guest Services Divisions through effective communication to enhance guest satisfaction and ratings.
4. Manages all group onboard business, ensuring the Group Coordinator has the necessary skills, training, and support for consistent service delivery.
5. Assigns duties to team members and provides ongoing feedback to ensure high standards are met.
6. Maintains comprehensive knowledge of Customs and Immigration policies to ensure compliance with all internal and external requirements related to guest immigration and clearance.

Company Description

Collegio alla Querce, Auberge Resorts Collection, a former cultural institution and much-beloved boarding school, is undergoing an extensive transformation to awaken the property’s storied and romantic history, dating back to the 16th century. Auberge’s third European destination, Collegio, is a delight for design lovers and gourmands alike. Three adjacent original buildings feature 83 rooms, an original chapel and theater, a library, two restaurants, and a bar which was once the school’s principal’s office. Surrounded by old growth cypress and soaring oak trees, the resort’s grounds boast expansive lawns, five levels of terraced Baroque gardens, a pool, and a garden bar and restaurant. Come here for relaxation or adventure — and leave utterly enchanted.

This key role is instrumental in setting the tone for our guests and team members to ensure the delivery of an exceptional guest experience. The successful candidate will oversee, mentor, and lead front office team members through all aspects of the guest journey from pre-arrival to check-out and follow-up.

Responsibilities include:

1. Align with the Director of Rooms and other guest services leaders to maximize hotel operations.
2. Utilize tools to execute timely, thoughtful, and personalized communications, and teach and train team members to do the same.
3. Foster an environment that ensures consistency and a high level of guest satisfaction.
4. Strive to improve guest and team member satisfaction and maximize the financial performance of the department.

Qualifications:

1. Minimum of one-year prior experience as a front office leader/supervisor for a luxury hotel.
2. Demonstrated ability to communicate effectively and to provide directions and guidance in a clear, concise, and professional manner.
3. Passion for delivering exceptional service and a genuine interest in working with guests in a luxury environment.
4. Aptitude for working with multiple computer systems and an understanding of hotel operations and practices.
5. Bi-lingual; Italian & English required.

Additional Information

Latham & Watkins, a global law firm consistently ranked among the top firms in the world, is seeking a Guest Services Specialist to join our dynamic Operations team in Milan. Please note that the hours for this role are 12:00 to 9:00 pm.

With offices in 14 countries, more than 3,000 attorneys, and over 2,500 professional staff, our success is driven by our "one-firm" culture—a spirit of teamwork and shared commitment to quality across our global offices that sets us apart from other law firms.

As a Guest Services Specialist, you will be responsible for providing "best in class" service while ensuring compliance with all Firm policies and procedures. Key responsibilities include:

• Directing telephone calls to appropriate attorneys and staff, and recording messages for recipients
• Maintaining the reception area in a presentable condition at all times
• Meeting and greeting clients and visitors, understanding the purpose of their visit, and providing relevant information
• Scheduling conference rooms and visitor offices
• Preparing each room according to client specifications and remaining available throughout events for additional assistance

We’d love to hear from you if you:

• Are fluent in English and Italian
• Have well-developed, professional interpersonal skills, including effective interaction at all organizational levels
• Demonstrate a solution-oriented attitude, resourcefulness, and effective problem-solving skills
• Thrive in a team environment with a customer service focus

And have:

• Excellent written and oral communication skills
• A commitment to teamwork
• A flexible mindset and positive attitude
• Health insurance coverage
• Wellness programs (e.g., HeadSpace membership, access to mental health services, well-being events)
• Professional development opportunities
• Employee discounts
• And more!

We also offer access to global affinity groups, including LGBTQ+, multicultural, and women’s groups, fostering diversity and inclusion within our firm.

Latham & Watkins is an Equal Opportunity Employer. Our commitment to diversity, equal opportunity, pro bono work, and sustainability allows us to draw from a remarkable talent pool, creating one of the world's leading law firms. Our staff worldwide reflects a rich diversity of races, ethnicities, religions, sexual orientations, cultures, and languages, which makes us who we are.

Location: Milano, Italy

Department: Guest Services

Position Type: Full-Time / Regular

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The Guest Services Manager continually strives to exceed hospitality industry standards, ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

• Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
• 2-3 years of hotelier experience
• Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

1. Lead in delivering an exceptional guest experience and mentor other divisions on key service standards. Maintain strong rapport with division heads from both Hotel and Marine departments.
2. Lead a team committed to delivering focused and extraordinary customer service, taking ownership of guest requests. Monitor key performance indicators, guest ratings, and comments to foster a culture of ownership within the Guest Services team.
3. Balance operational needs between Financial and Guest Services Divisions through effective communication to enhance guest comments and ratings.
4. Manage all onboard group business, ensuring the Group Coordinator has the necessary skills, training, and support for consistent service delivery.
5. Assign duties to team members and evaluate their performance through honest feedback to meet high standards.
6. Ensure compliance with Customs and Immigration policies and procedures, driving maximum adherence to internal and external requirements related to guest immigration and clearance.

Social network you want to login/join with:

The Guest Services Manager continually strives to exceed hospitality industry standards while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

• Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
• 2-3 years of hotelier experience
• Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

1. Lead in delivering an exceptional guest experience and mentor other divisions on standards; maintain strong rapport with division heads from both Hotel and Marine departments.
2. Manage a team committed to delivering focused and extraordinary customer service; monitor key performance indicators, guest ratings, and comments to foster a culture of ownership of the guest experience.
3. Balance operational needs between Financial and Guest Services Divisions through effective communication to enhance guest comments and ratings.
4. Manage all onboard group business, ensuring the Group Coordinator has the necessary skills, training, tools, and support for consistent service delivery.
5. Assign duties to team members, monitor performance, and provide honest feedback to meet high standards.
6. Have comprehensive knowledge of Customs and Immigration policies and procedures; ensure compliance with all internal and external requirements related to guest immigration and clearance.

Social network you want to login/join with:

The Guest Services Manager continually strives to exceed hospitality industry standards while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognition of overall team performance are paramount.

• Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
• 2-3 years of hotelier experience
• Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

1. Lead in delivering an exceptional guest experience and serve as an ambassador by mentoring other divisions on key service standards. Maintain strong rapport with division heads from both Hotel and Marine departments.
2. Manage a team committed to delivering focused and extraordinary customer service, taking ownership of guest requests. Monitor key performance indicators, guest ratings, and comments to foster a culture of ownership within the Guest Services team.
3. Balance operational needs between Financial and Guest Services Divisions through effective communication of guest issues to enhance guest comments and ratings.
4. Manage all onboard group business, ensuring the Group Coordinator has the necessary skills, tools, and support to deliver consistent service and products.
5. Assign duties and responsibilities to team members. Provide open and honest feedback to ensure high standards are met.
6. Maintain comprehensive knowledge of Customs and Immigration policies and procedures. Ensure maximum compliance with all internal and external requirements related to guest immigration and clearance.

Social network you want to login/join with:

The Guest Services Manager continually strives to exceed hospitality industry standards, ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment with a focus on operational goals, emphasizing training, leadership, development, and recognizing overall team performance.

• Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
• 2-3 years of hotelier experience
• Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

1. Lead in delivering an exceptional guest experience and act as an ambassador by mentoring other divisions on key service standards. Maintain strong rapport with division heads from both Hotel and Marine departments.
2. Manage a team dedicated to delivering focused and extraordinary customer service, taking ownership of guest requests. Monitor key performance indicators, guest ratings, and comments to foster a culture of complete guest experience ownership.
3. Balance operational needs between Financial and Guest Services divisions through effective communication of guest issues to enhance guest comments and ratings.
4. Manage all onboard group business, ensuring the Group Coordinator has the necessary skills, training, tools, information, and support for consistent service delivery.
5. Assign duties and responsibilities to team members, providing open and honest feedback to ensure high standards are met.
6. Ensure comprehensive knowledge of Customs and Immigration policies and procedures, and drive maximum compliance with internal and external requirements related to guest immigration and clearance.

Social network you want to login/join with:

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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. Key Responsibilities:

• Guest Experience:
• 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.

• Team Leadership:
• 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.

• Operational Management:
• 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.

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

• Technology & Innovation:
• 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.

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

About the role

We currently have an opportunity for a talented and creative Guest Services Managerto join our iconic Four Seasons Hotel Milan.

What you will do

Reporting directly to the Front of House Manager, the Guest Services Manager will be responsible for the following key responsibilities:

• Foster and maintain a harmonious and professional relationship with all hotel departments

• Demonstrate strong interpersonal skills and the ability to engage effectively with team members at all levels

• Coach and support Guest Services staff in delivering exceptional service, aligning with brand standards and behavioral benchmarks

• Supervise and, when necessary, personally assist with luggage delivery, room moves, and guest arrivals/departures

• Manage the Guest Services team, including recruitment, onboarding, scheduling, performance evaluations, and corrective actions as needed

• Collaborate closely with the Guest Experience team to address guest feedback or service recovery situations promptly

• Actively monitor lobby activity, engaging with guests (especially VIP and Elite guests) to provide personalized service

• Coordinate with Guest Relations and Concierge teams to ensure seamless handling of luggage, deliveries, and special requests

• Partner with the Chief Concierge on personalized guest recommendations and itinerary support

• Provide assistance across the department as required, ensuring a smooth and responsive operation

What you bring

• Strong leadership and team management skills to motivate staff and maintain smooth operations

• Excellent communication and interpersonal skills to ensure outstanding guest experiences

• Proven experience in handling guest complaints and resolving issues quickly and professionally

• A customer-focused mindset with the ability to anticipate andmeet guest needs

• Knowledge of hotel management systems and processes to streamline daily activities

• The ability to work under pressure and maintain high service standards in a fast-paced environment

• A positive attitude and commitment to fostering a welcoming and hospitable atmosphere for guests and staff alike

What we offe r

• Competitive Salary, wages, and a comprehensive benefits package

• Excellent Training and Development opportunities

• Complimentary Dry Cleaning for Employee Uniforms

• Meals available at our Employee Restaurant

• Employee Experience initiatives: from annual themed employee party to many ESG events throughout the year

• Employee Recognition Programs

• Opportunities to build a successful career with global potential

Schedule & Hours

This position is based at Four Seasons Hotel Milan and we will offer a regular term contract.

You must possess the legal right to work in Italy and have fluency in English and Italian.