[RWROM] - Night Manager

Rosewood Hotel Group; Roma; In loco; EUR 29.000 - 33.000; Tempo pieno

Descrizione del lavoro

Rosewood Hotel Group in Rome seeks a Night Front Office Supervisor to lead overnight operations, train the Night Team, and ensure exceptional guest service. The role requires strong leadership, a luxury hospitality mindset, and the ability to manage after-hours procedures with discretion.

Collaboration with Concierge, Housekeeping, Food & Beverage, Spa, and Security is essential to deliver a seamless guest experience.

Competenze

• 3 to 5 years supervisory experience in Rooms operations.
• Background in 5-star luxury hotels preferably in international chains.
• Fluent spoken and written in English and Italian.

Mansioni

• Supervise and lead the Night Front Office team, ensuring efficient overnight operations.
• Participate in training, coaching, and development of the Night Team.
• Ensure seamless late arrivals and early departures with exceptional guest service.
• Handle special guest requests, complex situations, and urgent matters after Housekeeping and Room Service hours.
• Coordinate with Concierge, Housekeeping, F&B, Spa, and Valet for a seamless guest experience.
• Monitor reservations, financial reports, and night audit procedures for accuracy.
• Oversee billing follow-up for daily departures and monitor credit limits per hotel policy.
• Maintain accurate guest records and protect confidential information in the PMS.
• Track KPIs and implement continuous improvement initiatives for overnight ops.
• Ensure quality standards and luxury service procedures are followed.
• Comply with internal procedures, policies, and safety regulations.
• Work with Security to ensure safety of guests and employees at night.
• Maintain front and back-office areas in a clean, organized, secure state.
• Support sustainability initiatives and promote environmental best practices.

Conoscenze

Leadership

Guest Service

Organizational Skills

Proactive

Discretion

Teamwork

Communication

Appearance

English Fluency

Italian Fluency

Formazione

Bachelor's degree in Hotel Management or Business

Descrizione del lavoro

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.

Key Responsibilities:

• Supervise and lead the Night Front Office team, ensuring efficient and professional overnight operations.
• Participate in the training, coaching, and development of the Night Team.
• Ensure seamless late arrivals and early departures while maintaining exceptional guest service standards.
• Handle special guest requests, complex situations, and urgent matters occurring after the closure of Housekeeping and Room Service operations.
• Coordinate closely with Concierge, Housekeeping, Food & Beverage, Spa, and Valet teams to ensure a seamless guest experience.
• Monitor reservations, financial reports, and night audit procedures to ensure operational accuracy.
• Oversee billing follow-up for daily departures and monitor credit limits in accordance with hotel policies.
• Maintain accurate guest records and ensure confidential information is updated within the Property Management System.
• Track key performance indicators and recommend continuous improvement initiatives for overnight operations.
• Ensure the implementation and monitoring of quality standards and luxury service procedures.
• Ensure compliance with internal procedures, policies, and safety regulations.
• Work closely with the Security team to ensure the safety and wellbeing of guests and employees throughout the night.
• Maintain Front Office and back-office areas in a clean, organized, and secure condition.
• Support the hotel's sustainability initiatives and promote environmental best practices among team members.
• Assists in the recruitment and selection of all Guest Services associates. Adheres to hotel guidelines when recruiting and uses a competency-based approach to selecting associates.
• Oversees the punctuality and appearance of all associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• Maximises the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Assists to conduct annual performance development discussions with associates and to support them in their professional development goals.
• Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.
• Assists to feedback the results of the Associate Engagement Survey and ensure that the relevant changes are implemented.
• Flexible night shifts, including weekends, public holidays, and peak operating periods.
• Availability to handle emergency situations and VIP guest requests as required.
• Extended periods of standing and frequent movement throughout guest-facing areas.
• Ability to manage multiple tasks and priorities simultaneously in a dynamic environment.Contribute to ensuring that brand integrity and clarity are always maintained
• Is a "Brand Ambassador" at all times and ensures brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.
• Complies to the company policies.
• Works with pre-set budgetary limits and focuses on upselling goals, always working closely with Revenue and Sales leaders.
• Takes on other tasks in addition to the ones stated, in a reasonable framework.

Qualifications:

• Strong leadership skills with the ability to motivate and guide a team.
• Outstanding guest service and hospitality mindset.
• Excellent organizational skills and attention to detail.
• Proactive, responsive, and calm under pressure.
• High level of discretion and confidentiality.
• Ability to anticipate guest needs and exceed expectations.
• Strong teamwork and interpersonal communication skills.
• Professional appearance and polished demeanor.
• 3 to 5 years supervisory experience in Rooms operations.
• Background in 5-star luxury hotels preferably in international chains.
• Cross-cultural work experience preferred.
• Fluent spoken and written in English and Italian
• Bachelor’s degree in Hotel Management or Business preferred.
• We offer a competitive salary ranging from €29,000 to €33,000 gross per year, depending on experience, expertise, and alignment with the requirements of the role.