One of our most iconic hotels, Cipriani, a Belmond Hotel, Venice, is looking for an Executive Assistant Manager in charge of Rooms departments, to create memorable guest experiences before, during, and after guests stays.
The EAM i/c of Rooms will;
- assist the General Manager to oversee all aspects of the hotel operations and deputize in the absence of their absence;
- play a key role in ensuring the successful delivery of all Belmond manifestos and in achieving and exceeding our targets in terms of guest satisfaction, quality assurance and financial metrics, in line with Belmond's strategic plan and the hotel positioning;
- responsible for planning, developing, implementing and evaluating the quality of the Cipriani's Rooms departments;
- ensures Rooms operations meet the brand's standards;
- proactively drive innovation and continuous improvement of systems, processes and services;
- act as a role model to all heads of departments;
- be mainly in charge of the Front Office, Guest Relations, Butler service, Concierge services, Housekeeping & Laundry, pool and recreational experiences, Casanova Wellness Spa as well as out boutique stores and closely collaborate with all other key stakeholders within the organization as required;
- ensure that staffing is maintained at an appropriate level to match business demands;
- actively participate in all regular and operational meetings and in the formulation of strategic business plans;
- resolve guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible;
- closely monitor the financial performance of all departments, in particular monitoring all Rooms expenses to ensure that they are kept in line with budget and providing solutions to improve problem areas and assisting in implementing corrective measures;
- develop relationships with return guests, group contacts and other guests in order to provide personalized service;
- work tirelessly to guarantee employee satisfaction and engagement.
- identify key Rooms departments talent and work with all relevant stakeholders to define development plans
- support the recruitment process of team members;
- work on local and global projects, as required;
- demonstrate and be a role model of Belmond behaviours.
- contribute to the preparation of the annual hotel budget and annual capital expenditure report
- monitor Rooms departments sales performance against budget
- review guest feedback and ensures appropriate corrective response and actions are taken.
**Requirements**:
- Extensive experience in a similar role within the 5* hospitality industry is essential
- Familiar with LQA standards
- Excellent emotional intelligence, interpersonal and influencing skills
- A passion for excellence
- Exceptional good taste and strong attention to detail
- A hands-on, can-do attitude
- Fluent Italian and English language skills, French is a plus