Assistant Guest Experience Manager

Rosewood London; Greater London; On-site; GBP 36,000 - 54,000; Full time

Benefits offered by this job

28 days holiday

Company pension

Life assurance

12 complimentary room nights per year

F&B discount worldwide

CSR & wellbeing programmes

Job summary

Rosewood London is seeking an Assistant Guest Experience Manager to join our supervisory team. You will help create memorable, personalised experiences for our guests and ensure the highest level of service and attention to detail across the front of house.

Working closely with the Director of Clienteling, you will lead guest relations, mentor the team, deploy the Moments of Magic playbook, coordinate operations, and help recover any glitches to guarantee exceptional hospitality.

Qualifications

• Supervisory experience in upscale, high-volume front-of-house environments.
• Strong leadership and people development skills.
• Exceptional attention to detail and a drive to continuously improve guest experience.
• Ability to manage diverse stakeholders and expectations.
• Entrepreneurial mindset with ability to innovate.

Responsibilities

• Plan and execute memorable guest experiences for special occasions.
• Engage with guests throughout their stay to anticipate requests.
• Manage VIP, repeat, and long-stay guests.
• Lead the Moments of Magic Playbook with cross-department coordination.
• Coach and mentor the guest experience team to maintain high service standards.
• Register glitches in Unifocus and work with Guest Relations to resolve them.
• Serve as lobby host during arrivals, with room escorts and welcome drinks.

Skills

Supervisory leadership

Guest experience

Attention to detail

Stakeholder management

Relationship building

Entrepreneurial mindset

Job description

We are currently looking for an Assistant Guest Experience Manager to join our supervisory team at Rosewood London. In this vital role, you will help create memorable and personalised experiences for our guests, ensuring the highest level of service and attention to detail. Working closely with the Director of Clienteling, you will contribute to delivering exceptional hospitality that reflects the Rosewood commitment to excellence.

Key expectations of this role

• Plan and execute memorable experiences for guests special occasions, ensuring a high level of thoughtfulness and creativity and driving revenue for the hotel.
• Engage with guests throughout their stay, building relationships and proactively ensuring requests are met.
• Manage VIP, repeat, and long-stay guests throughout their time in residence.
• Successfully introduce, deploy, and enrich the Playbook for Moments of Magic with the task of coordinating all operational departments in its successful usage. Continuously find ways to create new experiences for guests.
• Assist in coaching and mentoring the guest experience team to maintain the highest level of service and emotional intelligence, promoting associate and guest engagement.
• Register all glitches in Unifocus and work closely with the Guest Relations team to follow up, investigate, and recover glitches proactively, ensuring every guest is recovered appropriately.
• Be a lobby host and assist the Guest Relations team with room escorts, children’s arrivals and providing welcome drinks to guests

Profile

• Experience at a supervisory level within an upscale, high volume front of house environment.
• Sound understanding of leading and developing people effectively.
• An exceptional level of attention to detail driven by the desire for continuous improvement to exceed guest expectations.
• A good understanding of managing various stakeholders and their expectations.
• Entrepreneurial mindset with the ability to innovate.

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.

• 28 days paid holidays per annum including Bank Holidays
• Company pension scheme and life assurance
• 12 complimentary room nights per year and F&B discount worldwide
• Involvement in Corporate Social Responsibility programmes and wellbeing activities