Guest Services Intern

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The Guest Services Intern supports the Guest Services team by delivering warm, intuitive and personalized service throughout the guest journey. This role offers hands-on exposure to luxury hospitality, combining guest-facing responsibilities with behind-the-scenes coordination to ensure seamless arrivals, memorable stays and thoughtful departures.

Key Responsibilities

• Welcome and assist guests upon arrival, escorting them to rooms and providing orientation on room features, hotel amenities and services.
• Assist with luggage handling, room moves, deliveries, and coordination of guest requests and special arrangements.
• Anticipate guest needs and respond promptly, courteously and discreetly at all times.
• Support personalized guest experiences by observing preferences, maintaining confidentiality and communicating details accurately to relevant departments.
• Deliver messages, packages, amenities and other requests in a timely and professional manner.
• Assist with laundry, pressing and valet coordination when needed.
• Maintain cleanliness and organization of guest-facing and work areas.
• Provide knowledgeable recommendations regarding hotel services, events and local attractions.
• Handle guest inquiries and concerns with grace, escalating issues appropriately to ensure satisfaction.
• Complete daily reports as requested, in collaboration with butler and guest services team.
• Be open to shadowing different positions, including concierge.
• Uphold Rosewood service standards, safety procedures and brand values at all times.
• Have a thorough understanding of technical features of the suites.
• Have good knowledge of how to serve guest their meals and drinks in their suite.
• Carry out any other reasonable duties and responsibilities as assigned by Assistant Director of Clienteling, Director of Front Office or other supervisor, as needed.

Standard Responsibilities

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.
• Take on other tasks in addition to ones stated, in a reasonable timeframe
• Comply and adhere to all Rosewood company policies.

Qualifications

• Currently enrolled in or recently graduated from a hospitality or related program preferred.
• Strong interpersonal and communication skills.
• Professional appearance with a warm, service-oriented demeanor.
• Ability to stand, walk and lift up to 30 pounds as required.
• Ability to work a flexible schedule including weekends and holidays.
• Fluency in English required; additional languages a plus.

Learning Opportunities

This internship provides exposure to guest services, luxury standards, interdepartmental coordination and personalized service execution in an ultra luxury environment.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. Names & identities of guests encountered are not to be shared with any external parties, including but not limited to: friends, family members, or other persons not currently employed by the Rosewood Mansion on Turtle Creek. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and employees, unless otherwise stated.

Experience

• Minimum two year’s hotel reservation, guest services, housekeeping, and/or front office experience, or equivalent internship experience prior to joining.

General Skills

• Excellent organizational skills, flexibility.

• Excellent interpersonal skills. Superior oral/written communication skills; ability to interact successfully with all levels.

• Excellent telephone etiquette.

• Tact and good judgment and proven experience interacting with customers and hotel management.

Technical Skills

• Efficient technical skills in Word, Excel, Outlook along with good internet navigation skills

• Experience with hotel PMS systems and operational proficiency.

This in only valid when signed by authorized management.

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours. This may include early mornings and late evenings, weekends, and holidays.