Guest Service Associate - Front Desk 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.

You will be part of our Front Office team—an energetic, guest-focused group committed to creating seamless arrivals, departures, and memorable interactions throughout the guest journey. You will report directly to the Front Office Supervisor and collaborate closely with Concierge, Housekeeping, Guest Relations, and Bell Services to ensure a consistent and exceptional level of hospitality.

As a Front Desk Agent, you will be the welcoming face of the hotel and a key ambassador of Rosewood’s service philosophy. You will ensure every guest experience is smooth, personalized, and memorable—from check-in to check-out. By managing reservation accuracy, guest accounts, inquiries, and problem resolution with grace and professionalism, you will play a central role in elevating the overall guest journey and supporting the Front Office operation in achieving its service and operational goals.

• Deliver warm, efficient guest check-ins and check-outs while following all service standards.
• Anticipate guest needs, respond promptly to inquiries, and maintain positive guest relations at all times.
• Resolve guest complaints professionally and effectively, ensuring complete guest satisfaction.
• Maintain accurate guest accounts, process payments, and adhere to all cashiering procedures.
• Communicate guest information, special requests, and VIP details to relevant departments.
• Manage room assignments, reservation updates, and daily status reports with accuracy and attention to detail.
  

• You bring previous experience as a Front Desk Agent or in a similar guest-facing role.
• You have strong attention to detail and the ability to work with speed, accuracy, and good judgment—especially under pressure.
• You are confident using property management systems and comfortable accessing and inputting information quickly.
• You excel in communication, with the ability to speak, read, and write English fluently; additional languages are a plus.
• You work well both independently and as part of a cohesive team, always upholding confidentiality and professionalism.
• You are adaptable, organized, and able to remain calm while delivering exceptional service to guests from around the world.
  

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.