Senior 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

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.