Guest Experience Manager

Rosewood Hotel Group; San Miguel de Allende; On-site; MXN 450,000 - 650,000; Full time

Job summary

Rosewood San Miguel de Allende is seeking an experienced Guest Experience Manager to lead the Guest Experience team and ensure every guest journey is seamless, memorable, and reflective of luxury hospitality standards.

You will oversee guest recognition, preference management, special celebrations, and service recovery while collaborating across departments to deliver exceptional, personalized service.

Qualifications

• Proven leadership experience within a luxury or ultra-luxury hospitality environment.
• Strong understanding of guest journey management, personalized service, and guest recognition programs.
• Experience coaching and developing high-performing Guest Experience teams.
• Ability to anticipate guest needs and resolve concerns to a successful resolution.
• Excellent organizational skills with attention to detail in multiple priorities.
• Experience managing guest preferences, profiles, and confidential information.
• Exceptional communication and collaboration across hotel departments.

Responsibilities

• Oversee the Guest Experience operation and lead the team to deliver personalized luxury service.
• Act as hotel ambassador, owning guest recognition, preferences, celebrations, amenities, and service recovery.
• Collaborate closely with all hotel departments to anticipate and fulfill guest requests.
• Develop talent within the Guest Experience team and promote a culture of discretionary, thoughtful care.

Skills

Leadership

Guest journey management

Team leadership

Proactive problem-solving

Organization

Preference management

Communication

Guest experience passion

Job description

At Rosewood San Miguel de Allende, we believe that exceptional hospitality is built through meaningful connections, thoughtful recognition, and highly personalized service. We are seeking an experienced and passionate Guest Experience Manager to lead our Guest Experience team and ensure that every guest journey is seamless, memorable, and reflective of the highest standards of luxury hospitality.In this leadership role, you will oversee the Guest Experience operation, serving as a hotel ambassador and taking ownership of guest recognition, preference management, special celebrations, amenities, and service recovery. You will lead and develop a talented team, collaborate closely with all hotel departments, and ensure that every guest request is anticipated and handled with professionalism, discretion, and genuine care.

What you will bring

• Proven leadership experience within a luxury or ultra-luxury hospitality environment.
• Strong understanding of guest journey management, personalized service, guest recognition programs, special amenities, and service recovery.
• Experience leading, coaching, and developing high-performing Guest Experience teams.
• Excellent ability to anticipate guest needs, resolve concerns, and take ownership of situations through to their successful resolution.
• Strong organizational skills and the ability to manage multiple priorities while maintaining exceptional attention to detail.
• Experience managing guest preferences, profiles, special requests, repeat guest programs, and confidential information.
• Exceptional communication, interpersonal, and problem-solving skills, with the ability to collaborate effectively across hotel departments.
• A genuine passion for creating personalized and meaningful guest experiences while consistently exceeding expectations.

If you are a dynamic leader who thrives on creating meaningful connections, developing talent, and delivering exceptional guest experiences, we invite you to become part of the Rosewood San Miguel de Allende family.