Guest Experience Manager

Guest Experience Manager: Rosewood Calistoga

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 Rooms Division, you will lead our Guest Experience and Butler teams, ensuring every interaction feels thoughtful, seamless, and deeply personal. Reporting to the Director of Rooms, you will collaborate closely with Front Office, Reservations, Housekeeping, Food & Beverage, Culinary, Sales & Catering, and other operational teams to create an elevated guest journey that reflects Rosewood's luxury service standards.

YOUR ROLE

As Guest Experience Manager, you will shape the strategic and operational direction of the guest journey, from thoughtful pre-arrival planning and personalized in-stay engagement to meaningful post-stay follow-up. You will oversee Guest Experience, Concierge, and Butler operations while ensuring our guests receive attentive, intuitive, and highly personalized service throughout their time at Rosewood Calistoga.

Through inspiring leadership, thoughtful resource management, and a commitment to continuous improvement, you will strengthen guest satisfaction, loyalty, and operational excellence. You will also cultivate a high-performing team grounded in engagement, accountability, inclusion, and a shared passion for creating memorable experiences.

HOW YOU'LL MAKE THE PLACE

• Lead Guest Experience and Butler operations across the pre-arrival, in-stay, and post-stay journey.
• Champion personalized service for VIPs, returning guests, celebrations, and special occasions.
• Partner closely with Front Office, Concierge, Valet, Housekeeping, Food & Beverage, Culinary, Reservations, and other teams to deliver a seamless guest experience.
• Ensure service delivery consistently reflects Forbes, LQA, and Rosewood brand standards.
• Develop and maintain service standards, operating procedures, guest journey touchpoints, and service recovery practices.
• Resolve guest concerns thoughtfully and promptly while ensuring meaningful follow-up.
• Analyze guest feedback, surveys, reviews, and satisfaction trends to identify opportunities to enhance the guest journey.
• Champion guest personalization programs and ensure guest profiles remain accurate, relevant, and actionable.
• Support departmental budgeting, forecasting, labor management, workforce planning, and cost efficiencies.
• Identify opportunities for service enhancement, revenue generation, and continuous improvement.
• Lead, coach, and develop a high-performing Guest Experience and Butler team.
• Support recruitment, onboarding, training, compliance, associate development, and succession planning.
• Build meaningful partnerships with local vendors, transportation providers, tour operators, restaurants, and guest service agencies.
• Ensure departmental practices align with company policies and workplace safety, security, sustainability, and regulatory requirements.

COULD THIS BE YOU?

• You are passionate about creating highly personalized and memorable luxury guest experiences.
• You bring proven leadership experience within luxury guest experience, concierge, butler, or front-of-house operations.
• You have strong financial and operational acumen, with the ability to balance service excellence and business performance.
• You are an exceptional communicator and relationship builder who leads with authenticity and care.
• You bring a guest-centered mindset and exceptional attention to detail.
• You have experience developing systems, processes, service standards, and associate engagement programs.
• You enjoy coaching and developing teams while fostering engagement, accountability, and a sense of belonging.
• Previous luxury hospitality and pre-opening experience is preferred.
• A bachelor's degree in Hotel Management, Business Administration, or equivalent professional experience is preferred.
• Fluency in English and Spanish is preferred.

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 also to transforming them, and our Diversity, Equity and Inclusion strategy helps put these principles into practice.

PAY TRANSPARENCY

The salary range for this position is $79,000 to $89,000 annually. This is the pay range for this position that the company reasonably expects to pay. This position also may be eligible for bonuses. Decisions regarding individual salaries will be based on several factors, such as experience, type of experience, location, and education.