Director Front of the House

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The Rosewood Rome currently seeks a Director Front of the House for the most exciting preopening project in the eternal city of Rome.

Candidate Profile - Education and Experience

2-year degree from an accredited university in Hotel Management, Hospitality, Business Administration or related major; 4 years’ experience as a leader in the guest services, front desk, guest relations and related professional area.

International and pre-opening experience preferred background.

Fluent English and Fluent Italian.

Job Summary

Directs and supports the Rooms front of the house operation, including Front office, Guest Relation and Concierge, Butler and VIP clienteling services. Responsible for all front of the house functions. Areas of responsibility include Bell Staff, Concierge, Switchboard Operations, Guest Relations and Front Desk.

As a division head, directs and works with managers and associates to successfully execute all front of the house operations and strives to continually enhance and exceed guest and associate satisfaction.

CORE WORK ACTIVITIES

Leading Front of the House Team

1. Creates solid SOPs and training manuals for the room’s operation team. Ensures all preopening activities, such as the critical path is followed in a timely manner.
2. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity and leads by example.
3. Serves as a role model to demonstrate appropriate behaviours with a hands-on leadership style.
4. Supervises and manages associates. Manages all day-to-day operations. Understands associates positions well enough to perform duties in leader or associate absence.
5. Establishes and maintains open, collaborative relationships with the team and ensures the team does the same within the team.
6. Ensures recognition of associates is taking place across areas of responsibility.
7. Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
8. Celebrates successes and publicly recognizes the contributions of team members.
9. Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
10. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
11. Develops specific goals and plans to prioritize, organize, and accomplish your work.
12. Keeps team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
13. Conducts daily briefs and weekly department meetings. Embraces a clear and consistent communication regarding hotel strategies, goals and desired results.
14. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
15. Understands the impact of the Rooms operations in overall property financial and performance goals.
16. Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

1. Ensures compliance with all Rooms policies, standards and procedures.
2. 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 support the Peer Review Process.

Ensuring Exceptional Customer Service

1. Provides services that are above and beyond for customer satisfaction and expectations. Must be well trained in Forbes 5 star and LQA standards and has natural talent in training people.
2. Improves service by communicating and assisting individuals to understand guest wishes to anticipate and personalize stay, providing supporting guidance, genuine feedback, and individual coaching when needed.
3. Acts as role model in the Front of the House and creates an inspiring and positive atmosphere for guest relations.
4. Empowers associates to provide excellent customer service.
5. Engages daily with guests, reviews daily with team guest satisfaction results and other data to identify areas of improvement.
6. Supports team actively and follows up personally in case of guest complaints.
7. Observes behaviours of associates by ensuring diversity and inclusion is respected at all times.

Managing and Conducting Human Resource Activities

1. Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
2. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
3. Establishes challenging, realistic and obtainable goals to guide operation and performance.
4. Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
5. Ensures employees are treated fairly and equitably.
6. Manages employee progressive discipline procedures for Front Office Staff.
7. Administers the performance appraisal process for direct report managers.
8. Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities

1. Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
2. Analyses information and evaluates results to choose the best solution and solve problems.
3. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
4. Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

About Us

Located in the former headquarters of Italy’s Banca Nazionale del Lavoro (BNL) overlooking the iconic Via Veneto, Rosewood Rome will encompass three historic buildings, each of which were originally built in the early 1900s. The crown jewel of the project will be the reimagination of the former BNL headquarters, the main unit of the development that was initially designed by renowned Italian architect and urban planner Marcello Piacentini. The design will take influence from the hotel’s location overlooking Via Veneto, one of Rome’s most elegant streets and a symbol of the celebrated Federico Fellini film, La Dolce Vita, with elegant interiors that blend timeless style with contemporary comforts. In keeping with Rosewood’s guiding Sense of Place philosophy, Rome’s relaxed ambiance and devotion to dolce far niente, or the art of “doing nothing,” will influence the hotel’s design concept, which will mix traditional architectural elements with modern décor and detailing to create a sophisticated environment for the ultimate life of leisure.

Upon completion, Rosewood Rome will offer 157 accommodations, including 44 suites. Home to three dining outlets, including a contemporary Italian bistro, a lobby bar and café and a rooftop bar with a terrace with sweeping views of the city, the hotel will serve as a luxurious escape for locals and visitors alike. Additional amenities include a subterranean experience within the bank’s original vault featuring a modern Roman Bathhouse and Sense, A Rosewood Spa, located on the rooftop which will feature four dedicated treatment rooms and a wellness terrace with a reflecting pool and dynamic fitness centre. Dedicated event spaces will encompass three meeting rooms and a grand ballroom.