Guest relations manager
Pubblicato il 17-10-2026 - Rosewood Hotel Group in Roma
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; cond