Director of Guest Experience

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Guided by our culture, The Calling, we create an environment enlivened by our employee value propositions: Enrich and be Enriched, Bring Your True Self, Curate the Extraordinary, and Leave Your Legacy. As champions of Relationship Hospitality, we cultivate a culture that fosters our values of innovation, passion, collaboration, ownership and transparency. We strive to Make the Place - creating a future where people and place enrich one another.
Rosewood Rome is currently casting for a Director of Guest Experience, responsible for designing, implementing, and overseeing all aspects of the guest journey to ensure exceptional service and memorable experiences. This role focuses on enhancing guest satisfaction, loyalty, and Rosewood brand reputation by aligning service delivery with the property standards and values, by leading the Butler, Concierge, and Guest Relations departments. The ideal candidate is a strategic thinker with a passion for luxury hospitality, a deep understanding of guest behaviour, and a commitment to excellence and detail orientation.
Key Responsibilities:

• Guest Experience Strategy:
• Develop and execute a comprehensive guest experience strategy across all hotel touchpoints;
• Collaborate with all the department heads to ensure consistent service standards and seamless guest interactions;
• Monitor guest feedback and industry trends to continuously improve service offerings, especially against Rome competitors and incumbents;
• Operational Excellence:
• Oversee guest relations, concierge, butler, and other guest-facing departments;
• Implement service recovery protocols and ensure timely resolution of guest concerns;
• Monitor quality and standards across the entire guest experience operations;
• Lead initiatives to personalize guest experiences and exceed expectations.
• Team Leadership:
• Recruit, train, and mentor guest experience managers and staff;
• Foster a culture of empathy, attentiveness, and proactive service;
• Conduct regular performance evaluations and provide coaching for improvement.
• Guest Feedback & Analytics:
• Analyze guest satisfaction scores, reviews, and feedback to identify areas for improvement;
• Use data-driven insights to inform operational decisions and service enhancements;
• Report on guest experience metrics to senior leadership.
• Brand Representation:
• Serve as the ambassador of Rosewood brand’s guest experience philosophy;
• Ensure all guest interactions reflect Rosewood Rome values and standards;
• Coordinate with marketing and PR teams to align messaging and guest engagement.

• Bachelor’s degree in Hospitality Management, Business, or related field;
  
• Minimum 7–10 years of experience in guest services or hospitality operations, with at least 3 years in a leadership role;
  
• Strong understanding of luxury service standards and guest psychology;
  
• Excellent communication, leadership, and problem-solving skills;
  
• Proficiency in guest feedback platforms and CRM systems;
  
• Multilingual abilities.
  

• Flexible schedule including weekends and public holidays;
  
• High-touch, guest-facing environment;
  
• Occasional travel for training, local benchmarking, or Rosewood global events.
  

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitality

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