Luxury Guest Experience Lead

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

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