Guest relations manager

Overview guided by our culture "the calling" we create an environment enlivened by our employee value propositions. we enrich and are enriched, bring your true self, curate the extraordinary and leave your legacy. as champions of relationship hospitality we cultivate a culture that fosters innovation, passion, collaboration, ownership and transparency, striving to make the place where people and place enrich one another.

key responsibilities

• guest experience personalization lead the daily guest relations operation ensuring a highly personalized and intuitive guest experience; develop genuine relationships with guests; personally recognize vips, repeat guests and guests celebrating special occasions; review upcoming arrivals, guest profiles, preferences and special requests; ensure accurate recording and sharing with relevant departments; identify opportunities to surprise and delight guests; maintain a visible presence in guest areas and proactively engage; ensure consistent follow‑up throughout the stay and after significant interactions.
• vip pre‑arrival management coordinate the preparation of vip, repeat guest and special occasion arrivals; review arrival information and communicate guest preferences and special requirements; arrange personalized amenities, welcome arrangements and special experiences; inspect vip rooms and special arrangements 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; handle 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 insights with operational leaders.
• team leadership & development lead, inspire and support the guest relations team; conduct effective daily briefings and communicate guest priorities; coach associates on personalization, guest recognition, emotional intelligence and luxury service; support onboarding and development of new team members; encourage creativity and empower associates to create memorable experiences; foster a culture of ownership, collaboration and genuine care.
• 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; coordinate complex guest requests requiring multiple departments; participate in operational and guest experience meetings; promote a hotel‑wide mindset where personalization is 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 luxury service standards; monitor quality and consistency of guest interactions; support quality improvement initiatives based on feedback and observations; maintain exceptional discretion regarding guest information and privacy; ensure compliance with hotel procedures, health and safety requirements and applicable standards.

qualifications & experience

• previous experience in guest relations, guest experience, front office or a comparable luxury hospitality role.
• 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.
• excellent written and spoken italian and english; additional languages highly desirable.
• good knowledge of hotel pms, crm and guest profile systems.
• hospitality management or related qualification preferred.