Guest Experience Manager

RoleWe 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 roleLead 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 intelligenceMaintain a strong lobby presence, acting as a host and ambassador for the hotelProfileA strong track record of leading and developing teams to deliver outstanding serviceAn exceptional eye for detail and a passion for continuous improvement and innovationThe ability to influence and collaborate effectively across multiple stakeholders and departmentsA naturally engaging personality with excellent communication and relationship-building skillsAn entrepreneurial mindset, with the creativity to design unique guest experiencesAll 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.Benefits31 days paid holidays per annum including Bank HolidaysCompany pension scheme and life assurancePrivate Medical Insurance12 complimentary room nights per year and F&B discount worldwideTalent development opportunitiesInvolvement in Corporate Social Responsibility programmes and wellbeing activities