Guest Service Agent

OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.

As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

As part of our Reservations team, you will play an important role in creating exceptional guest experiences before our guests even arrive. Working closely with Front Office, Concierge, Food & Beverage, Spa, and Guest Experience teams, you will help ensure every reservation is handled with care, accuracy, and personalization. Reporting to the Reservations Manager, you will be part of a collaborative team dedicated to delivering seamless service and creating memorable first impressions that reflect the Rosewood philosophy.

YOUR ROLE

As a Guest Service Agent, you will be one of the first points of contact for our guests, helping shape their experience from the moment they reach out to us. Through thoughtful communication, attention to detail, and a passion for hospitality, you will manage reservations, coordinate guest requests, and support personalized stay planning. Your ability to build connections, anticipate guest needs, and work collaboratively across departments will contribute directly to guest satisfaction and the overall success of the hotel.

HOW YOU’LL MAKE THE PLACE

• Manage room, restaurant, spa, and outlet reservation enquiries across multiple communication channels.
• Accurately process and maintain bookings using hotel reservation and property management systems.
• Communicate with guests professionally to confirm reservations, personalize stays, and enhance their experience.
• Coordinate closely with Front Office, Concierge, Food & Beverage, and Spa teams to ensure a seamless guest journey.
• Monitor reservation availability and support revenue optimization through thoughtful upselling opportunities.
• Maintain detailed guest profiles, preferences, special requests, and important occasion information to support personalized service.

COULD THIS BE YOU?

• You have experience in Reservations, Guest Services, Front Office, or a similar hospitality-focused role.
• You are confident communicating with guests both verbally and in writing while maintaining a warm and professional approach.
• You possess strong organizational skills and exceptional attention to detail.
• You are comfortable working with hospitality systems such as Opera Cloud, SynXis, SevenRooms, or similar platforms.
• You remain calm, adaptable, and solution-focused while managing multiple requests in a fast-paced environment.
• You are passionate about hospitality and take pride in creating memorable guest experiences through personalized service.

OUR BENEFITS

As part of our team, you’ll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. This includes flexible working hours, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard - and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them - and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.