Guest Services Manager - ITA

JR Italy; Milano; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading hospitality company in Milano is seeking a Guest Services Manager who will lead efforts to deliver exceptional guest experiences. The ideal candidate possesses a background as a Hotel Director or General Manager, with 2-3 years of experience in a 4- or 5-star hotel. This role emphasizes mentoring team members and maintaining high service standards. Required skills include effective communication and a commitment to customer satisfaction. Proficiency in additional languages is a plus.

Competenze

• Proven experience in a leadership role in a 4- or 5-star hotel.
• Strong understanding of customer service principles and practices.

Mansioni

• Deliver exceptional guest experiences and mentor team members.
• Lead a dedicated team to ensure outstanding customer service.
• Communicate guest issues effectively between departments.
• Manage group business and support Group Coordinator.
• Assign duties to team members and provide performance feedback.
• Ensure compliance with immigration policies and procedures.

Conoscenze

Hotel Director/Hotel General Manager background

2-3 years of hotelier experience

Additional languages (Spanish, Italian, Portuguese, French, German)

Descrizione del lavoro

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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
• 2-3 years of hotelier experience
• Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities:

1. Take the lead in delivering an exceptional guest experience, acting as an ambassador by mentoring 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. Take ownership of guest requests and maintain detailed knowledge of all 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, and support for consistent service delivery.
5. Assign duties to team members and evaluate their performance through open and honest feedback to ensure high standards are met.
6. Maintain comprehensive knowledge of Customs and Immigration policies and procedures. Drive compliance with all internal and external requirements related to guest immigration and clearance.