At a Glance
- Tasks: Lead the creation of unforgettable guest experiences at Rosewood London.
- Company: Join a luxury hotel known for its commitment to Relationship Hospitality.
- Benefits: Enjoy 31 days holiday, private medical insurance, and global discounts.
- Other info: Be part of a dynamic team with opportunities for personal growth.
- Why this job: Shape memorable moments and build genuine relationships with guests.
- Qualifications: Proven leadership skills and a passion for exceptional service.
The predicted salary is between 30000 - 40000 £ per year.
We are currently looking for a Guest Experience Manager to lead the delivery of exceptional, personalised experiences at Rosewood London. In this pivotal leadership role, you will shape and elevate the full guest journey and ensure every interaction reflects our commitment to Relationship Hospitality.
Key expectations of this role:
- Lead the design and delivery of memorable, tailored guest experiences, driving both satisfaction and revenue.
- Own and enhance the end-to-end guest journey, including pre-arrival communication, in-house engagement, and post-stay follow-up.
- Act as the primary contact for SAGs, repeat and long-stay guests, ensuring seamless service throughout their stay.
- Drive the implementation and evolution of the 'Moments of Magic' playbook, creating innovative and meaningful guest experiences.
- Collaborate across all departments (Rooms, F&B, Sales & Marketing, Culinary) to deliver a consistent and elevated guest journey.
- Develop and execute guest experience strategies and annual objectives aligned with hotel performance goals.
- Identify and maximise revenue opportunities through upselling, cross-selling, and curated experiences.
- Oversee guest recovery and service excellence, ensuring all feedback and service glitches are handled proactively and effectively.
- Lead, coach, and inspire the Guest Experience team to deliver exceptional service and emotional intelligence.
- Maintain a strong lobby presence, acting as a host and ambassador for the hotel.
Profile:
- A strong track record of leading and developing teams to deliver outstanding service.
- An exceptional eye for detail and a passion for continuous improvement and innovation.
- The ability to influence and collaborate effectively across multiple stakeholders and departments.
- A naturally engaging personality with excellent communication and relationship-building skills.
- An entrepreneurial mindset, with the creativity to design unique guest experiences.
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.
Benefits:
- 31 days paid holidays per annum including Bank Holidays.
- Company pension scheme and life assurance.
- Private Medical Insurance.
- 12 complimentary room nights per year and F&B discount worldwide.
- Talent development opportunities.
- Involvement in Corporate Social Responsibility programmes and wellbeing activities.
Guest Experience Manager employer: Rosewood Hotel Group
Rosewood London is an exceptional employer that prioritises Relationship Hospitality, fostering a culture of heartfelt interactions and genuine connections. With a commitment to employee growth, we offer extensive talent development opportunities, a generous benefits package including 31 days of paid holidays, private medical insurance, and complimentary room nights, all within the vibrant setting of London. Join us to lead a passionate team dedicated to creating memorable guest experiences in a supportive and innovative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Rosewood Hotel Group. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Rosewood Hotel Group
Don't be shy about reaching out to Rosewood Hotel Group directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Experience Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Rosewood Hotel Group and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Rosewood Hotel Group
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
