Rosewood Hotel Group

Global luxury hotel management and brands

Guest Services Manager

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeRome, Metropolitan City of Rome Capital, Italy€35k - €42k /yrIn-person

About the Job

Requirements

A bachelor's degree in Hospitality Management or a related field is required.
A minimum of 7 years of front office experience in luxury hospitality, including at least 3 years in a managerial role, is required.
Proficiency in property management systems is required; Opera is preferred.
Proficiency in the Microsoft Office Suite is required.
Strong leadership, communication, and interpersonal skills are required.
Impeccable grooming and a professional demeanor are required.

Responsibilities

Lead and manage all front desk and door operations to ensure exceptional guest experiences throughout the property.
Ensure seamless check-in and check-out processes and provide personalized guest services.
Handle VIP arrivals, special requests, and guest complaints with discretion and professionalism.
Maintain hospitality and service standards in line with the employer's brand expectations.
Supervise, train, and motivate front office staff, including reception, bell desk, and night audit staff.
Conduct regular performance reviews and coaching sessions.
Foster a culture of excellence, teamwork, and continuous improvement.
Oversee daily front office operations, ensuring efficiency and accuracy.
Contribute to room inventory, reservations, and rate strategies in coordination with the Revenue Management department.
Monitor and ensure compliance with brand standards, policies, and procedures.
Prepare and manage departmental budgets and forecasts.
Analyze guest feedback and operational data to identify areas for improvement.
Ensure accurate billing and financial transactions.
Use property management systems and guest engagement platforms effectively.
Stay updated on industry trends and implement innovative solutions to enhance guest satisfaction.

Desired Qualifications

Multilingual abilities are a plus.
Opera property management system experience is preferred.

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.

About the Company

Rosewood Hotel Group

Global luxury hotel management and brands

Rosewood Hotel Group operates a global portfolio of luxury hospitality brands, including Rosewood (ultra-luxury), New World Hotels & Resorts (upper-upscale), Asaya (integrated wellness), and Carlyle & Co. (private members club). It manages about 60 properties across 26 countries, with more than 30 new properties in development. The company runs high-end hotels and wellness and private club experiences, delivering guest stays and curated programs that reflect local culture and place. Its approach centers on Relationship Hospitality—genuine, heartfelt interactions—and integrating the story and geography of each destination into its experiences, supported by a commitment to DEI and positive community impact. The goal is to create a future where people and places enrich one another, to make meaningful, lasting relationships with guests and destinations, and to expand its global footprint while honoring local culture and advancing positive impact.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Hong Kong
Founded: 2016

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