Guest Relation Agent - Fori Imperiali Rome - An Anantara Boutique Hotel

Minor Hotels; Roma; On-site; EUR 23,000 - 28,000; Full time

Benefits offered by this job

Worldwide experience

Career development opportunities

Training programmes

Wellbeing initiatives

Memorable Dates

Sustainability programme

Team member rates

Job summary

Minor Hotels Europe & Americas is seeking a Guest Relations Agent to serve as a key ambassador, delivering personalised experiences throughout the guest journey in a luxury setting. You will anticipate needs, build connections, and ensure stays reflect the highest standards of service and excellence.

Collaborating with Front Office and Concierge teams, you will manage requests, resolve issues, and contribute to guest loyalty while upholding brand standards across diverse destinations.

Qualifications

• Experience in Guest Relations, Front Office or Concierge in luxury environments.
• Strong passion for delivering personalised guest experiences.
• Excellent interpersonal and communication skills with international guests.

Responsibilities

• Create personalised guest experiences and tailor interactions.
• Anticipate guest needs and enhance experiences proactively.
• Record and coordinate guest requests with relevant departments.
• Handle guest concerns and service recovery with empathy and ownership.
• Capture guest feedback and contribute to service improvements.
• Maintain accurate guest profiles and preferences.
• Organise special experiences and collaborate with departments to deliver memorable moments.
• Provide recommendations on facilities, restaurants, and local attractions.

Skills

Guest Relations

Front Office

Concierge

Luxury Hospitality

Job description

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Location: Rome, IT Italy

Department: Guest Relations

Join Anantara Hotels and Resorts if you are passionate about a career that offers authentic luxury in some of the world's most unique and exciting locations.

You will have the opportunity to work in locations that range from the buzz of Bangkok to the expanse of the Arabian desert, the sparkling Indian Ocean, or the cultural heritage of Europe.

You will also be part of a team that embraces the modern character of each destination, while upholding world-class operational standards and delivering a uniquely personal service to every guest.

What will be your mission?

As Guest Relations Agent, you are a key ambassador of the hotel, dedicated to creating exceptional and personalised experiences throughout the guest journey. With a passion for hospitality and a genuine commitment to service excellence, you will anticipate guest needs, build meaningful connections and ensure every stay reflects the highest standards of luxury hospitality.

Acting as a trusted point of contact for guests, you will combine outstanding interpersonal skills, attention to detail and proactive problem-solving to create memorable moments and exceed expectations. Working closely with Front Office, Concierge and operational teams, you will help deliver seamless experiences that inspire guest loyalty and elevate the hotel's reputation.

What will you do?

Create Personalised Guest Experiences: Build authentic relationships with guests, understand their individual preferences, and tailor every interaction to deliver a personalised and memorable stay.

Anticipate Guest Needs: Proactively engage with guests, identify their expectations, and anticipate opportunities to enhance their experience before requests or concerns arise.

Manage Guest Requests: Accurately record, coordinate, and follow up on guest requests, enquiries, and special arrangements with the relevant departments, ensuring timely communication and successful completion.

Handle Guest Concerns and Service Recovery: Listen attentively, demonstrate empathy, and take ownership of guest complaints or service issues. Implement appropriate solutions within your level of authority, escalations when necessary, and follow up to ensure complete resolution and guest satisfaction.

Capture Guest Feedback: Encourage and document guest feedback throughout the stay, monitor satisfaction levels, and share insights, trends, and recurring concerns to support continuous service improvement.

Maintain Guest Profiles: Keep guest records accurate and up to date by documenting preferences, recognition details, special requests, and relevant stay information, ensuring consistent and personalised service delivery.

Coordinate Special Experiences: Organise amenities, celebrations, and customised guest experiences, collaborating with all relevant departments to deliver seamless and memorable moments.

Promote the Hotel and Destination: Demonstrate expert knowledge of the hotel’s facilities, restaurants, wellness offerings, and exclusive services, while providing personalised recommendations on local attractions, experiences, and activities.

What are we looking for?

• Previous experience in Guest Relations, Front Office, Concierge or luxury hospitality environments.
• Strong passion for delivering exceptional and personalised guest experiences.
• Excellent interpersonal and communication skills, with the ability to build rapport with international guests.
• Proven ability to anticipate guest needs and provide proactive, solution-oriented service.
• High level of professionalism, discretion and emotional intelligence.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities effectively.
• Solid knowledge of luxury service standards and guest engagement practices.
• Excellent communication skills in English; additional languages are highly valued.

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.
• Gross Salary per year offered starting from 25k, C1 Level

Are you looking for a new challenge?

Minor Hotels Europe & Americas is committed to fostering an inclusive workplace where all team members are valued and supported equitably. We promote equal opportunities and embrace diversity in all its forms. We warmly welcome everyone.

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