Guest Experience Manager

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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 the Guest Services team within the Rooms Division, you will work closely with the Assistant Director of Clienteling and collaborate across departments such as Concierge, Housekeeping, Engineering, and Sales. This role plays a central part in delivering seamless guest experiences while partnering with senior management to enhance service for high-profile and VIP guests.

YOUR ROLE

As Clienteling Manager / Guest Experience Manager, you will serve as an ambassador of the hotel and a representative of senior leadership, elevating the guest journey both on and off property. You will build meaningful relationships with guests, anticipate their needs, and deliver personalized, memorable experiences that reflect the highest standards of luxury hospitality. Your role is essential in ensuring operational excellence, guest recognition, and service recovery, while contributing to the overall success of the Rooms Division and broader property.

HOW YOU'LL MAKE THE PLACE

• Act as a key ambassador for the hotel, building and maintaining relationships with high-profile guests and ensuring exceptional experiences throughout their stay
• Anticipate guest needs through pre-arrival engagement, personalized itineraries, and seamless coordination with internal teams
• Oversee guest recognition initiatives, ensuring amenities, special touches, and personalized services are executed to the highest standards
• Serve as the primary point of contact for VIP guests, managing arrivals, departures, and in-stay experiences with precision and care
• Collaborate with Concierge and other departments to curate bespoke itineraries and unique on- and off-property experiences
• Lead service recovery efforts to ensure all guest concerns are resolved promptly and no guest departs without appropriate resolution

COULD THIS BE YOU?

• You are a natural relationship builder with exceptional guest engagement and communication skills
• You bring strong organizational capabilities and thrive in a fast-paced, detail-oriented environment
• You are proactive and intuitive, with the ability to anticipate needs and deliver personalized solutions
• You have experience with luxury hospitality systems such as OPERA, Knowcross, Alice, Glowing, Birchstreet, or TrustYou
• You demonstrate commercial awareness with the ability to upsell rooms and experiences
• You are fluent in English, with additional languages considered an asset

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 medical coverage, retirement benefits, 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.

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