Guest Experience Manager - #2227605

To deliver exceptional, personalized service by anticipating guest needs with discretion, acting as the primary liaison between guests and the hotel. Ensures seamless stay experiences through meticulous attention to detail, proactive problem-solving, and upholding Rosewood’s luxury standards.

Key Responsibilities: 

• Oversee daily operations, ensuring adherence to service standards and efficient workflow.
• Observe and document guest preferences/habits to anticipate needs with utmost discretion.
• Serve as the primary point of contact for discerning international guests, overseeing reservations, special requests, and hotel orientation.
• Maintain detailed guest profiles to ensure recognition and tailored service for future visits.
• Track guest itineraries and locations daily to provide seamless, context-aware service.
• Conduct daily reviews of arrivals/departures with the Front Office team, ensuring optimal room allocations and amenity coordination.
• Monitor room cleanliness, pantries, and functionality of in-room features/hotel facilities.
• Resolve guest concerns efficiently and diplomatically, focusing on satisfaction and preventive measures.
• Collaborate with all departments to elevate the guest experience. 
• Design and implement tailored training programs to enhance team skills and performance. Mentor and guide associates, fostering a culture of continuous learning and professional excellence.
• Identify individual development needs and create personalized growth plans for team members.
• Foster a culture of innovation and recognition, empowering associates to contribute creatively.
• Maintain expert-level knowledge of hotel facilities, daily activities, and local attractions.
• Promote guest interaction through visible presence in the lobby and public areas.

• Prior experience in a similar role or within luxury hospitality is preferred.
• Fluency in German and English is preferred; proficiency in additional languages is a strong advantage.
• Ability to anticipate and understand guest needs to deliver exceptional service.
• Possesses knowledge of the Front Office systems, such as Opera. 
• Passionate host with excellent manners and a high level of quality awareness
• Well organized, self-motivated, and a good team player.Strong sense of responsibility and detail-oriented approach.
• Technical affinity and hands-on mentality in solving technical challenges.