Guest Services Manager

Rosewood Rome; Roma; On-site; EUR 35,000 - 42,000; Full time

Job summary

Rosewood Rome is seeking a Guest Services Manager to lead all front desk and door operations, delivering exceptional guest experiences across the property.

The successful candidate will inspire a team, ensure seamless check-in/check-out, handle VIP arrivals, and collaborate with Revenue Management to optimize rates and inventory. A minimum of 7 years in luxury front office with managerial experience is required.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• Minimum of 7 years of front office experience in luxury hospitality, with at least 3 years in a managerial role.
• Proficiency in PMS systems (Opera preferred) and Microsoft Office Suite.

Responsibilities

• Guest Experience: Ensure seamless check-in/check-out and personalized guest services.
• Team Leadership: Supervise front office staff; conduct performance reviews and coaching.
• Operational Management: Oversee daily front office operations and inventory coordination.
• Financial & Reporting: Prepare budgets, analyze feedback and ensure accurate billing.
• Technology & Innovation: Utilize PMS and guest engagement platforms; implement innovative solutions.

Skills

Leadership

Communication

Interpersonal skills

Multilingual

Education

Bachelor’s degree in Hospitality Management

Tools

Opera PMS

Microsoft Office

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.

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.

Rosewood Rome is currently casting for a Guest Services Manager, responsible for leading and managing all front desk and door operations to ensure exceptional guest experiences across the entire property. This role requires a dynamic leader with a passion for service excellence, attention to detail, and the ability to inspire a team to deliver personalized and memorable guest interactions, and reports into the Director of Front of House. Key Responsibilities:

• Guest Experience:
  • Ensure seamless check-in/check-out processes and personalized guest services;
  • Handle VIP arrivals, special requests, and guest complaints with discretion and professionalism;
  • Maintain high standards of hospitality and service in line with Rosewood brand expectations.
• Team Leadership:
  • Supervise, train, and motivate front office staff including reception, bell desk, and night audit;
  • Conduct regular performance reviews and coaching sessions;
  • Foster a culture of excellence, teamwork, and continuous improvement.
• Operational Management:
  • Oversee daily front office operations, ensuring efficiency and accuracy;
  • Contribute to room inventory, reservations, and rate strategies in coordination with Revenue Management dept;
  • Monitor and ensure compliance with Rosewood brand standards, policies, and procedures.
• Financial & Reporting:
  • Prepare and manage departmental budgets and forecasts;
  • Analyze guest feedback and operational data to identify areas for improvement;
  • Ensure accurate billing and financial transactions.
• Technology & Innovation:
  • Utilize property management systems (PMS) and guest engagement platforms effectively;
  • Stay updated on industry trends and implement innovative solutions to enhance guest satisfaction.

Qualifications:

• Bachelor’s degree in Hospitality Management or related field;
• Minimum of 7 years of front office experience in luxury hospitality, with at least 3 years in a managerial role;
• Strong leadership, communication, and interpersonal skills;
• Proficiency in PMS systems (Opera preferred) and Microsoft Office Suite;
• Multilingual abilities are a plus;
• Impeccable grooming and professional demeanor;
• We offer a competitive salary ranging from €35,000 to €42,000 gross per year, depending on experience, expertise, and alignment with the requirements of the role.