Guest Relations Manager

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.