Guest Service Manager – Aman Rosa Alpina

Join our team in Aman Rosa Alpina. Since its opening in 1939, Rosa Alpina has offered its guests an unparalleled base for exploring Italy's UNESCO-protected Dolomites, celebrating the history of the property while uniting it with Aman's philosophy.

Role

Under the direct supervision of the Front Office Manager and Director of Rooms, the Guest Service Executive, ensuring the highest level of guest satisfaction in accordance with the policies, standards and guidelines established by the hotel or the corporate office.

The Guest Service Manager is responsible for ensuring an exceptional guest experience in line with Aman standards and culture. The role oversees the Guest Service Team, ensuring smooth operations, personalized service, and strong guest recognition throughout the guest journey.

Key Responsibilities

• Protect and represent the Aman brand by delivering outstanding service and creating memorable guest experiences.
• Oversee daily Guest Service operations, ensuring efficiency, consistency, and adherence to brand standards.
• Lead and support the Guest Service Team, providing guidance and ensuring high service levels.
• Attend daily Rooms and Operations briefings to ensure effective communication and alignment across departments.
• Maintain excellent knowledge of hotel products, services, and experiences.
• Manage guest recognition and guest history processes to enhance personalization and loyalty:

• o Welcome and farewell guests, creating meaningful personal interactions.
• o Ensure guest profiles and preferences are accurately updated and communicated.
• o Coordinate personalized amenities, special requests, VIP services, and special occasions.
• o Monitor guest satisfaction, handle feedback professionally, and ensure timely resolution of concerns.
• o Actively engage with guests throughout the property to anticipate needs and exceed expectations.
• o Support and implement guest recognition programs and daily guest experiences.

• Monitor quality standards through regular checks and continuous improvement initiatives.
• Ensure compliance with hotel safety procedures and company policies.
• Promote a safe, respectful, and positive working environment.

Requirements

Languages

• Fluent written and spoken English and Italian.

Education

• Degree or diploma in any discipline.

Experience

• Minimum 2 years of experience in a similar role within an international luxury hotel environment.

Skills & Competencies

• Strong communication and interpersonal skills.
• Excellent guest relations and problem-solving abilities.
• Team-oriented mindset with leadership skills.
• Flexibility, enthusiasm, initiative, and a proactive approach.
• Ability to work under pressure and manage multiple priorities.
• Good computer skills.
• Goal-oriented, committed, and passionate about delivering exceptional service.

Please note that this list is not exhaustive. Aman employees are always encouraged to find new ways to support the business, our guests, and our colleagues while embodying the values and traditions of Aman culture.