Guest Relations Manager

Rosewood Rome; Roma; On-site; EUR 28,000 - 32,000; Full time

Job summary

Rosewood Rome is seeking a Guest Relations Manager to lead the personalized guest journey across pre-arrival to departure. You will work closely with Front Office, Concierge, Housekeeping, F&B, Spa and other departments to turn guest preferences into meaningful experiences and deliver Relationship Hospitality.

The role demands a genuine passion for luxury service, strong leadership, and the ability to recognize VIPs and special occasions while maintaining the highest discretion and brand

Qualifications

• Proven experience in Guest Relations/Experience/Front Office or luxury hospitality.
• Supervisory/management experience in a luxury hotel preferred.
• Strong understanding of personalized luxury service and guest recognition.
• Experience managing VIP guests, special requests and service recovery.

Responsibilities

• Lead daily Guest Relations operations with a highly personalized guest experience.
• Develop genuine relationships with guests and engage VIPs and special occasions.
• Coordinate VIP, repeat guest, and special-arrival preparations and amenities.
• Collaborate across Front Office, Concierge, Housekeeping, F&B, Spa and other areas to deliver seamless journeys.
• Ensure guest preferences are recorded and shared with relevant departments.
• Monitor guest feedback and drive service recovery initiatives.
• Coach and develop the Guest Relations team and maintain brand standards.

Skills

Guest relations

Leadership

Emotional intelligence

VIP management

Multi-department collaboration

Attention to detail

Italian & English (bilingual)

Education

Hospitality Management

Tools

PMS/CRM systems

Job description

Guided by our culture, The Calling, we create an environment enlivened by our employee value propositions: Enrich and be Enriched, Bring Your True Self, Curate the Extraordinary, and Leave Your Legacy. As champions of Relationship Hospitality, we cultivate a culture that fosters our values of innovation, passion, collaboration, ownership and transparency. We strive to Make the Place - creating a future where people and place enrich one another.

At Rosewood Rome, we believe that true luxury is personal. The Guest Relations Manager plays a key role in bringing Rosewood’s philosophy of Relationship Hospitality to life, creating genuine connections with our guests and ensuring that every stay feels thoughtful, individual and memorable. Rosewood describes Relationship Hospitality as a natural desire to create meaningful and heartfelt experiences.

The Guest Relations Manager leads the Guest Relations operation and oversees the personalization of the guest journey, from pre-arrival preparation and guest recognition through the in-house experience, special occasions, service recovery and departure.

Working closely with Front Office, Concierge, Housekeeping, Food & Beverage, Spa and other departments, the role ensures that guest preferences and important information are transformed into meaningful experiences rather than simply recorded.

Key Responsibilities:

• Guest Experience & Personalization
  • Lead the daily Guest Relations operation, ensuring a highly personalized and intuitive guest experience.
  • Develop genuine relationships with guests and create opportunities for meaningful engagement throughout their stay.
  • Personally recognize and engage with VIPs, repeat guests and guests celebrating special occasions.
  • Review upcoming arrivals, guest profiles, preferences, stay history, special requests and relevant guest information.
  • Ensure guest preferences and important details are accurately recorded and shared with relevant departments.
  • Identify opportunities to surprise and delight guests through thoughtful and authentic gestures.
  • Maintain a visible presence in guest areas and proactively engage with guests.
  • Ensure consistent follow-up throughout the stay and after significant guest interactions.
• VIP & Pre-Arrival Management
  • Coordinate the preparation of VIP, repeat guest and special-occasion arrivals.
  • Review arrival information and ensure guest preferences and special requirements are communicated effectively.
  • Coordinate personalized amenities, welcome arrangements and special experiences.
  • Ensure VIP rooms and special arrangements are inspected and prepared according to hotel standards.
  • Prepare and communicate relevant guest movement and VIP information to operational teams.
• Guest Relations & Service Recovery
  • Act as a key point of contact for guests requiring additional attention or assistance.
  • Handle guest concerns and complaints with discretion, empathy and ownership.
  • Coordinate effective service recovery and ensure appropriate follow-up.
  • Identify recurring guest experience challenges and work with relevant departments to address them.
  • Monitor guest feedback and share relevant insights with operational leaders.
• Team Leadership & Development
  • Lead, inspire and support the Guest Relations team.
  • Conduct effective daily briefings and communicate guest priorities and operational information.
  • Coach associates on personalization, guest recognition, emotional intelligence and luxury service.
  • Support the onboarding and development of new team members.
  • Encourage creativity and empower associates to create memorable guest experiences.
  • Foster a culture of ownership, collaboration and genuine care.
  • Lead by example, demonstrating professionalism, discretion and an authentic hospitality mindset.
• Cross-Departmental Collaboration
  • Build strong relationships with Front Office, Concierge, Housekeeping, Reservations, Food & Beverage, Spa, Security and other departments.
  • Ensure guest information and preferences are communicated accurately and appropriately.
  • Coordinate complex guest requests requiring support from multiple departments.
  • Participate in relevant operational and guest experience meetings.
  • Encourage a hotel-wide mindset in which personalization and guest recognition are everyone's responsibility.
• Quality & Brand Standards
  • Ensure Guest Relations activities consistently reflect Rosewood brand standards and Relationship Hospitality.
  • Maintain excellent knowledge of LQA, Forbes and applicable luxury-service standards.
  • Monitor the quality and consistency of guest interactions.
  • Support quality improvement initiatives based on guest feedback and operational observations.
  • Maintain exceptional discretion regarding guest information and privacy.
  • Ensure compliance with hotel procedures, health and safety requirements and applicable standards.
• Personal Qualities
  • Genuine passion for people and luxury hospitality.
  • Naturally warm, engaging and emotionally intelligent.
  • Highly intuitive with the ability to anticipate guest needs.
  • Strong sense of ownership and accountability.
  • Creative approach to personalization and problem solving.
  • Excellent attention to detail.
  • Calm and composed when handling challenging situations.
  • Exceptional discretion and respect for confidentiality.
  • Strong interpersonal and communication skills.
  • Curious about Rome, its culture, neighborhoods, traditions and experiences.
  • Ability to build authentic relationships with guests and colleagues.
  • Polished and professional presence while remaining natural and approachable.
• Qualifications & Experience
  • Previous experience in Guest Relations, Guest Experience, Front Office or a comparable guest-facing luxury hospitality role.
  • Previous supervisory or management experience within a luxury hotel environment strongly preferred.
  • Strong understanding of personalized luxury service and guest recognition.
  • Experience managing VIP guests, special requests and service recovery.
  • Knowledge of luxury hospitality quality standards such as LQA and Forbes.
  • Strong organizational and problem-solving abilities.
  • Comfortable working in a fast-paced, high-expectation environment.
  • Excellent written and spoken Italian and English; additional languages are highly desirable.
  • Good knowledge of hotel PMS/CRM and guest-profile systems.
  • Hospitality Management or related qualification preferred.
  • We offer a competitive salary ranging from €28,000 to €32,000 gross per year, depending on experience, expertise, and alignment with the requirements of the role.