Guest Relations Manager Lazio

Guest Relations Manager
Roma
Lazio, Lazio

Hotel de Russie is situated between the Spanish Steps and Piazza del Popolo.

Everything that's great about Rome is within reach.

Since its opening, aristocratic travellers, Russian royalty and renowned artists have all passed through our elegant lobby.

With its Secret Garden, Hotel de Russie is a green oasis in the centre of the city.

**The Position

**GUEST RELATIONS MANAGER

**Main Purpose**:

The Guest Relations Manager is the main point of contact for guests, providing assistance and help throughout their stay.

Reports to: Hotel Manager.

**Main duties & responsibilities**:

- Responsible for assisting in the day to day running of the hotel in all front of the house departments according to the Company policies, standard and procedures, maintaining high standards at all times;

- Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay;

- Analyse customer feedback and suggest strategies to continuously improve overall rating;

- Main contact and reference for VIP arrivals (pre-arrival arrangements and throughout their stay);

- Main contact (together with the Front Office Manager) for travel agents (show rounds of the hotel);

- Maintain warm and sincere relationships with guests and colleagues;

- Ensures accurate communication between department managers, following up on guest requests and complaints;

- Promote internal outlets and activities organized by the hotel.

**Competencies required**:

- Team Management & Collaboration: be a role model for team work, reward and encourage positive team play, within the department and with other departments.

He/she will engage the Team Members, with an open communication, regular feedback and promoting a culture of trust, honesty and respect.

- Communication: communicate effectively and in an appropriate manner, using the most suitable channel and tailoring the approach to the audience.

He/she takes ownership to initiate communication.

He/she shares information across the business in a timely manner to inform better decisions.

- Personal effectiveness & Emotional intelligence: Self-awareness and self-control are a must.

Able to establish mutually beneficial relationships with others.

Set clear goals and expectations and identify clear priorities.

Meet deadlines and complete tasks and projects successfully.

- Business orientation: Create an understanding amongst the team of how department performance impacts the business.

Create action plans to improve performance when not meeting company requirements.

Use understanding of the business to identify ways to increase revenue, reduce costs and minimise general expenses without affecting the quality of service to Guests.

- Self & team developer: enthusiastic supporter of learning and development.

Inspire and motivate others to achieve superior performance and to take on new learning opportunities.

Discuss, plan, track and support own and team development and professional growth.

Previous experience as trainer is a plus.

**We require**:

- Knowledge of Hotel Management;

- Excellence in PC & Social Media skills;

- Fluent in Italian and English and a third language is required;

- Professional experience or sound scholar background within the hospitality business;

- Strong communication skills;

- Willing to grow within the hospitality business.

**We offer**:

- Labour contract according to C. C. N. L.

Settore Turismo;

- Economical treatment adequate to the professional experience;

- Learning & development activities;

- Career opportunities within Rocco Forte Hotels.

**Workplace**: Hotel de Russie, via del Babuino 9, 00187 - Roma.