Role
We are currently looking for a Guest Experience Manager to lead the delivery of exceptional, personalised experiences at Rosewood London. In this pivotal leadership role, you will shape and elevate the full guest journey and ensure every interaction reflects our commitment to Relationship Hospitality.
Key expectations of this role
- Lead the design and delivery of memorable, tailored guest experiences, driving both satisfaction and revenue.
- Own and enhance the end-to-end guest journey, including pre-arrival communication, in-house engagement, and post-stay follow-up.
- Act as the primary contact for SAGs, repeat and long-stay guests, ensuring seamless service throughout their stay.
- Drive the implementation and evolution of the "Moments of Magic" playbook, creating innovative and meaningful guest experiences.
- Collaborate across all departments (Rooms, F&B, Sales & Marketing, Culinary) to deliver a consistent and elevated guest journey.
- Develop and execute guest experience strategies and annual objectives aligned with hotel performance goals.
- Identify and maximise revenue opportunities through upselling, cross-selling, and curated experiences.
- Oversee guest recovery and service excellence, ensuring all feedback and service glitches are handled proactively and effectively.
- Lead, coach, and inspire the Guest Experience team to deliver exceptional service and emotional intelligence
- Maintain a strong lobby presence, acting as a host and ambassador for the hotel
Profile
- A strong track record of leading and developing teams to deliver outstanding service
- An exceptional eye for detail and a passion for continuous improvement and innovation
- The ability to influence and collaborate effectively across multiple stakeholders and departments
- A naturally engaging personality with excellent communication and relationship-building skills
- An entrepreneurial mindset, with the creativity to design unique guest experiences
All our associates have the opportunity to live by our guiding philosophy which captures the essence of our culture RELATIONSHIP HOSPITALITY. Heartfelt interactions are our lifeblood. A desire to build genuine, rewarding and lasting relationships with everyone we meet comes naturally to us - it’s our Calling.
Benefits
- 31 days paid holidays per annum including Bank Holidays
- Company pension scheme and life assurance
- Private Medical Insurance
- 12 complimentary room nights per year and F&B discount worldwide
- Talent development opportunities
- Involvement in Corporate Social Responsibility programmes and wellbeing activities
