Lux Rooms Division Executive - Luxury Hotel Operations Lead

Hesperia group; Milano; In loco; EUR 39.000 - 52.000; Tempo pieno

Descrizione del lavoro

Tivoli Hotels & Resorts in Milan seeks a Rooms Division Manager to lead Front Office, Housekeeping, Maintenance, Guest Relations, Concierge, and Guest Services, ensuring premium service benchmarks and flawless execution across the property.

The role emphasizes alignment with LQA protocols, on-the-job training, and delivering bespoke luxury experiences to elite guests while optimizing occupancy and revenue. A senior, international hotel background is essential.

Competenze

• A minimum of 5 years of progressive leadership within Rooms Division, Front Office, or Operations management, exclusively captured within world-class upscale or ultra-luxury properties.
• Proven, deep-seated expertise in navigating, implementing, and exceeding LQA standards and Leading Hotels of the World metrics (this qualification is mandatory).
• Proven experience in training team members, designing training materials, or coaching staff within a luxury hotel environment.
• An innate passion for perfection, an eye for aesthetic detail, and an absolute commitment to luxury service hospitality.
• Advanced proficiency in translating qualitative guest feedback and operational KPIs into profitable and efficient workflows.
• Exceptional written and spoken English skills, with proficiency in a second foreign language highly desirable.

Mansioni

• Orchestrate and oversee all operational and administrative facets of the Rooms Division.
• Cultivate a seamless, deeply personalized, and flawless service flow that reinforces the property's ultra-luxury positioning.
• Analyze and optimize room occupancy, revenue metrics, and departmental operational costs, maintaining strict oversight of payroll and staffing efficiencies.
• Drive guest gratification metrics to peak performance, proactively monitoring Guest Satisfaction scores, online reputation indexes, prompt complain resolution.
• Conduct rigorous, periodic inspections of guest rooms and public spaces to preserve immaculate cleanliness and uncompromising maintenance standards.
• Serve as the definitive internal authority and champion for all LQA benchmarks.
• Guarantee meticulous implementation and maintenance of ultra-luxury service standards across all Rooms departments.
• Execute structured, regular audits within Front Office, Housekeeping, and Guest Relations to verify compliance and operational integrity.
• Deconstruct LQA audit results, converting data insights into targeted, high-impact corrective action plans.
• Preserve the aesthetic and operational consistency of the guest journey across all micro-touchpoints.
• Architect and implement sophisticated, bespoke training curriculums tailored for the Rooms Division personnel.
• Facilitate advanced training workshops focusing on professional standards, luxury behavioral protocols, LQA compliance, and guest engagement mastery.
• Foster an organizational culture anchored in sharp attention to detail, proactive anticipation of unexpressed needs, and hyper-personalization.
• Empower and mentor Department Heads, equipping them with advanced coaching tools to cultivate high-performing teams.
• Maintain an influential presence within public and operational areas, engaging directly with elite clientele as an ambassador of the brand.
• Command and resolve complex guest grievances with exceptional diplomacy, agility, and a proactive, solution-oriented mindset.
• Curate unforgettable, bespoke experiences that elevate the brand's reputation at every critical milestone of the guest stay.
• Drive sophisticated upselling strategies and tailored curation initiatives to maximize ancillary revenue streams.
• Inspire, align, and elevate the Rooms Division teams, fostering a legacy of professional pride and dedication.
• Engineer precision scheduling and staffing matrices that perfectly balance operational demands with cost efficiency.
• Champion a philosophy of cross-departmental synergy, bridging Rooms, Food & Beverage, and Sales.
• Appraise performance metrics objectively, designing clear trajectories for individual career progression and performance targets.

Conoscenze

Executive leadership

LQA standards

Staff development

Luxury service

Financial acumen

English proficiency

Descrizione del lavoro

Tivoli Hotels & Resorts in Milan seeks a Rooms Division Manager to lead Front Office, Housekeeping, Maintenance, Guest Relations, Concierge, and Guest Services, ensuring premium service benchmarks and flawless execution across the property.

The role emphasizes alignment with LQA protocols, on-the-job training, and delivering bespoke luxury experiences to elite guests while optimizing occupancy and revenue. A senior, international hotel background is essential.