Director of Guest Services - Bulgari Hotel Roma
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Job Summary
Functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of the property's rooms. The position works with direct reports to develop and implement departmental strategies, ensures implementation of the brand service strategy and brand initiatives, and ensures that Rooms operations meet the brand's standards, target customer needs, and improve employee satisfaction. It focuses on growing revenues and maximizing the financial performance of the department.
Candidate Profile
Education and Experience

2‑year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
4‑year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES
Leading Rooms Team

Champions the brand's service vision for product and service delivery.
Communicates a clear and consistent message regarding departmental goals to produce desired results.
Makes and executes the necessary decisions to keep the property moving forward toward achievement of goals.
Monitors and promotes room rates, specials, and promotions at the residence.

Managing Profitability

Analyzes service issues and identifies trends.
Works with the Rooms team to develop an operational strategy aligned with the brand's business strategy and leads its execution.
Reviews and audits expenses.

Managing Revenue Goals

Monitors Rooms operations sales performance against budget.
Reviews reports and financial statements to determine Rooms operations performance against budget.
Coaches and supports the operations team to effectively manage occupancy, rates, wages and controllable expenses.
Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results.

Ensuring and Providing Exceptional Customer Service

Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
Reviews guest feedback with the leadership team and ensures appropriate corrective action is taken.
Coordinates and communicates event details both verbally and in writing to the customer and property operations.
Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
Responds to and handles guest problems and complaints.
Uses personal judgment and expertise to enhance the customer experience.
Stays available to solve problems and/or suggest alternatives to previous arrangements.
Interacts with guests to obtain feedback on product quality and service levels.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Ensures that employees understand expectations and parameters for Room duties.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

Interviews and hires employees.
Ensures employees are treated fairly and equitably.
Ensures that regular, ongoing communication is happening in Rooms (e.g., pre‑shift briefings, staff meetings).
Fosters employee commitment to providing excellent service, participates in daily stand‑up meetings and models desired service behaviors in all interactions with guests and employees.
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
Solicits employee feedback, utilizes an open‑door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the peer review process.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Champions change, ensures brand and regional business initiatives are implemented and communicates follow‑up actions to the team as necessary.
Identifies talents of direct reports and their teams, and assists with their growth and development plans.

At Marriott International, we are dedicated to being an equal‑opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Settore: Hotel/TurismoRuolo: Ristorazione/Hotellerie
Seniority level
Director
Employment type
Full‑time
Job function
Management and Manufacturing
Industries
Hospitality
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