Guest Experience Manager – Experimental Roma

About the role

The Guest Experience Manager will be the main point of contact for all guests at the upcoming Experimental Roma hotel. Reporting to senior management, you will shape every moment of the guest journey, from pre‑arrival to post‑stay, ensuring a seamless and memorable experience, especially for VIP clientele.

Key responsibilities

• Deliver a personalized welcome and continuously follow up throughout the stay, including in‑room accompaniment and presentation of services.
• Anticipate guest requests, manage unforeseen situations, and coordinate internal and external services to resolve issues promptly.
• Oversee complaint handling and ensure satisfactory resolutions.
• Maintain and update guest profiles, conducting pre‑arrival research to tailor the experience.
• Act as liaison between Front Office, Housekeeping, Food & Beverage, Concierge, Spa and Management, providing operational support such as check‑in/check‑out and room inspections.
• Represent the property’s image and values with professionalism and warmth, building trusted relationships with guests, partners and team members.
• Promote hotel services and propose tailor‑made offerings to enhance guest loyalty.

Required profile

• Strong orientation toward exceptional service and attention to detail.
• Ability to anticipate needs and personalize experiences for a diverse clientele, including VIP guests.
• Excellent coordination skills across multiple hotel departments.
• Professional demeanor, elegance and warmth in guest interactions.

Required skills