RWAMS - Guest Service Agent
Key Skills
Job Description
Job Description
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.
About Us
Rosewood Amsterdam is welcoming guests since May 2025, marking Rosewood’s first venture into the Netherlands. Nestled in the iconic Palace of Justice along the serene Prinsengracht in Amsterdam's UNESCO-listed Canal District, our hotel offers an unparalleled blend of history and luxury, with easy access to the city’s cultural and shopping gems.
Our intimate retreat features 134 elegantly designed guestrooms and suites, many of which offers breathtaking views of the surrounding canals, tranquil courtyards, and the city’s historic rooftops. Guests can delight in three distinctive dining experiences, rejuvenate in the serene environment of Asaya, our signature spa, and enjoy state-of-the-art wellness facilities, including a fitness center and an indoor swimming pool.
For memorable gatherings and events, our hotel offers a selection of beautifully appointed spaces, including a grand 3,000-square-foot ballroom, all equipped with the latest in audio-visual technology and bathed in natural light. The design throughout the hotel honors the rich history of the building while offering modern luxuries, creating a seamless flow between contrasting yet complementary spaces.
The heart of our public areas are the inviting lobby lounge, featuring a curated library with legal tomes, artful photographs, and unique artifacts. Guests can unwind in this sophisticated setting, overlooking our three distinct, lushly landscaped courtyards, each providing a peaceful oasis amidst the vibrancy of Amsterdam.
General Information
Core Responsibilities
You will manage room, restaurant, and spa reservations while maintaining accurate guest profiles and preferences. Additionally, you will coordinate with various hotel departments to ensure a seamless and personalized guest experience.
Requirements
Candidates should have previous experience in reservations, guest services, or front office roles. Strong communication skills, attention to detail, and proficiency with hospitality management systems are essential.
Benefits
- Flexible working hours
- Paid time off
- Complimentary room nights
- Learning and development opportunities
- Global career opportunities
- Paid parental leave
About Rosewood Hotel Group
Industry: Hospitality
Company size: 10,001+ employees
Rosewood Hotel Group is one of the world’s leading global lifestyle and hospitality management groups. It encompasses four brands: ultra-luxury Rosewood; upper-upscale New World Hotels & Resorts; Asaya, an integrated well-being concept; and Carlyle & Co., a modern and progressive private members club. Its combined hotel portfolio consists of 60 properties in 26 countries and territories with more than 30 new properties currently under development. 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. OUR GUIDING PHILOSOPHY We believe in and are guided by Relationship Hospitality. We are all about heartfelt interactions. A desire to build genuine, rewarding and lasting relationships with everyone we meet comes naturally to us. OUR COMMITMENT 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.