Rooms Division Manager - Tivoli President Milan

What will be your mission?

As Rooms Division Manager, you will assume strategic and operational stewardship over the entire Rooms Division, encompassing Front Office, Housekeeping & Maintenance, Guest Relations, Concierge, and Guest Services (Porters & Doormen). Your primary mission is to establish, uphold, and transcend brand service benchmarks and operational execution quality.

In parallel, you will serve as the custodian of alignment with The Leading Hotels of the World and LQA (Luxury Quality Assessment) protocols. By championing a culture of continuous development and sophisticated on-the-job training, you will inspire the team to master the art of luxury service, ensuring that every high-end detail resonates throughout the guest experience.

What will you do?

Strategic Leadership & Excellence in Operations

• Orchestrate and oversee all operational and administrative facets of the Rooms Division.
• Cultivate a seamless, deeply personalized, and flawless service flow that reinforces the property's ultra-luxury positioning.
• Analyze and optimize room occupancy, revenue metrics, and departmental operational costs, maintaining strict oversight of payroll and staffing efficiencies.
• Drive guest gratification metrics to peak performance, proactively monitoring Guest Satisfaction scores, online reputation indexes, prompt complain resolution.
• Conduct rigorous, periodic inspections of guest rooms and public spaces to preserve immaculate cleanliness and uncompromising maintenance standards.

Service Standards & Quality Assurance (LQA Governance)

• Serve as the definitive internal authority and champion for all LQA benchmarks.
• Guarantee the meticulous implementation and absolute maintenance of ultra-luxury service standards across all Rooms departments.
• Execute structured, regular audits within Front Office, Housekeeping, and Guest Relations to verify compliance and operational integrity.
• Deconstruct LQA audit results, converting data insights into targeted, high-impact corrective action plans.
• Preserve the aesthetic and operational consistency of the guest journey across all micro-touchpoints.

Elite Training & Talent Development

• Architect and implement sophisticated, bespoke training curriculums tailored for the Rooms Division personnel.
• Facilitate advanced training workshops focusing on professional standards, luxury behavioral protocols, LQA compliance, and guest engagement mastery.
• Foster an organizational culture anchored in sharp attention to detail, proactive anticipation of unexpressed needs, and hyper-personalization.
• Empower and mentor Department Heads, equipping them with advanced coaching tools to cultivate high-performing teams.

Immersive Guest Experience Management

• Maintain an influential presence within public and operational areas, engaging directly with elite clientele as an ambassador of the brand.
• Command and resolve complex guest grievances with exceptional diplomacy, agility, and a proactive, solution-oriented mindset.
• Curate unforgettable, bespoke experiences that elevate the brand's reputation at every critical milestone of the guest stay.
• Drive sophisticated upselling strategies and tailored curation initiatives to maximize ancillary revenue streams.

Elite Team Management & Synergy

• Inspire, align, and elevate the Rooms Division teams, fostering a legacy of professional pride and dedication.
• Engineer precision scheduling and staffing matrices that perfectly balance operational demands with cost efficiency.
• Champion a philosophy of cross-departmental synergy, bridging the gap between Rooms, Food & Beverage, and Sales.
• Appraise performance metrics objectively, designing clear trajectories for individual career progression and performance targets.

What are we looking for?

• Distinguished Executive Experience: A minimum of 5 years of progressive leadership within Rooms Division, Front Office, or Operations management, exclusively captured within world-class upscale or ultra-luxury properties.
• LQA & International Standards Mastery: Proven, deep-seated expertise in navigating, implementing, and exceeding LQA standards and Leading Hotels of the World metrics (this qualification is mandatory).
• Staff Development Background: Proven experience in training team members, designing training materials, or coaching staff within a luxury hotel environment.
• Uncompromising Quality Orientation: An innate passion for perfection, an eye for aesthetic detail, and an absolute commitment to luxury service hospitality.
• Analytical & Financial Acumen: Advanced proficiency in translating qualitative guest feedback and operational KPIs into profitable and efficient workflows.
• Inspirational Leadership: Exceptional professional intelligence, characterized by an authoritative yet inspiring leadership presence, superior mentoring capabilities, and advanced conflict mediation skills.
• Strong Communication & Organization: Exceptional written and spoken communication skills, a professional demeanor, and top-tier organizational habits.
• Language Fluency: Exceptional written and spoken English skills, with proficiency in a second foreign language highly desirable.

Compensation

Gross annual salary starting from 39K

Compensantion will be commensurate with the candidate's experience, skills and level of seniority

Why choose us?

At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

• Worldwide experience – diversity of 150 different nationalities.
• Career development opportunities full of national and international challenges.
• Wide range of training programmes to enhance your skills.
• Wellbeing initiatives, including flexible working conditions.
• Team member recognition programmes, including Memorable Dates.
• Ability to make a difference through our sustainability programme and volunteering initiatives.
• Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.