Guest Service Manager – Luxury Resort

About the role

The Guest Service Manager leads all Guest Services operations at Aman Rosa Alpina, a historic luxury resort in the Italian Dolomites. Reporting to the Director of Rooms, you will ensure an exceptional, personalized experience for every guest while supporting Front Office operations when needed.

Key responsibilities

• Lead the Guest Service team (Guest Relations, Front Office, Guest Service Administrators) to deliver seamless service aligned with Aman’s brand promises.
• Supervise Front Office workflow, assist the Front Office Manager, and drive efficiency and profitability of the division.
• Coordinate special guest services such as upgrades, personalized greetings, and VIP recognition programs.
• Maintain accurate guest profiles, monitor requests, and ensure communication across all departments.
• Conduct daily briefings, walk the floor, and monitor service quality through spot checks.
• Develop and update the daily event schedule and guest recognition initiatives.

Required profile

• Proven experience in luxury hospitality management, preferably in a supervisory role.
• Strong understanding of service rituals and the ability to train staff on brand standards.
• Excellent interpersonal skills with a focus on guest satisfaction and relationship building.
• Ability to work collaboratively with multiple departments to ensure consistent service delivery.

Required skills

• Microsoft Teams
• Hotsos
• Okkami
• Sevenrooms
• Opera Cloud
• Alice