Luxury Guest Experience Lead - VIP Relations & Service Recovery

Rosewood Hotel Group; Roma; On-site; EUR 85,000 - 110,000; Full time

Job summary

Rosewood Hotel Group is seeking a senior guest relations leader in Rome to oversee daily guest relations operations and deliver highly personalized experiences for VIPs and regular guests.

You will develop genuine guest relationships, coordinate VIP arrivals, and collaborate across front office, concierge, housekeeping, and F&B to ensure seamless, luxury service aligned with LQA and Forbes standards.

Qualifications

• Previous experience in luxury guest relations or front office.
• Proven supervisory or management experience in a luxury hotel.
• Strong knowledge of personalized luxury service and guest recognition.
• Experience with VIP guests and service recovery.
• Familiarity with LQA and Forbes standards.
• Excellent Italian and English; other languages a plus.
• Knowledge of hotel PMS, CRM, and guest profile systems.
• Hospitality management qualification preferred.

Responsibilities

• Lead daily guest relations to deliver highly personalized experiences and develop guest relationships.
• Recognize VIPs and repeat guests; review arrivals and special requests; share preferences with departments.
• Coordinate VIP pre-arrival arrangements and special experiences; inspect VIP rooms and inform teams.
• Handle guest concerns and service recovery with discretion and ownership; monitor feedback.
• Lead and develop the guest relations team; provide briefings and coaching.
• Collaborate with front office, concierge, housekeeping, reservations, F&B, spa, security; ensure accurate guest info sharing.
• Uphold Rosewood brand standards and luxury service; monitor quality and privacy; ensure compliance with health and safety.

Skills

Guest relations

Front office

VIP management

Personalized service

Guest recognition

Service recovery

PMS/CRM systems

Luxury standards

Education

Hospitality qualification

Bachelor in Hospitality

Tools

LQA standards

Forbes standards

Job description

Rosewood Hotel Group is seeking a senior guest relations leader in Rome to oversee daily guest relations operations and deliver highly personalized experiences for VIPs and regular guests.

You will develop genuine guest relationships, coordinate VIP arrivals, and collaborate across front office, concierge, housekeeping, and F&B to ensure seamless, luxury service aligned with LQA and Forbes standards.