The Director of Guest Experience is part of the Operations Committee, reports to the Managing Director, Resort Manager, Rooms Director, and Rooms Associate Director.
Considering the constant shift of the market, the improvement of its own career, being polyvalent, and managing several tasks is imperative. Leading the strategic planning and execution of all Guest Satisfaction indicators prior to, during, and after guest visits. Working closely with all operational departments (F&B, Rooms, Finance, HSK, Residences, Rosebuds, Security, etc.) to super exceed in all areas of guest satisfaction while adhering to all Rosewood Hotels and Resorts brand standards.
As the Director of Guest Experience, you will play a pivotal role in ensuring seamless operations within the guest experience division, maintaining our hotel's distinctive hospitality essence, and aligning with brand standards. You will assist the Director of Rooms in achieving excellence in guest engagement and satisfaction, occasionally stepping in during their absence to uphold the highest level of service excellence. Your responsibilities will include strategic planning, execution of guest satisfaction indicators, and close collaboration with all operational departments to exceed guest satisfaction standards.
Key ResponsibilitiesGuest Experience ManagementLead the strategic planning and execution of all guest satisfaction indicators before, during, and after guest visits.Work closely with operational departments (F&B, Rooms, Finance, Housekeeping, Residences, Rosebuds, Security, etc.) to exceed guest satisfaction while adhering to Rosewood Hotels and Resorts brand standards.Ensure engagement and synergy between all notable and repeat guests with operational departments during any visit.Follow up on all External Guest Glitches (EGGs), ensuring the correct follow-up and resolution to achieve guest satisfaction.Assist the Sales team in creating exceptional experiences for all visitors.Operational LeadershipLead operational teams with quality controls and standard audits to ensure the highest level of service by Butlers, Concierge, Guest Relations, and Kids Club.Anticipate guest needs and seek every opportunity to "Wow" the guest experience with uncompromised attention to detail.Ensure high levels of guest satisfaction as measured by surveys or opinions such as TrustYou, TripAdvisor, LQA, Forbes, Preferred by Nature, etc.Administrative DutiesCollaborate in aligning Rooms activities with corporate and property strategy.Represent the Rooms function in the hotel's Planning Committee.Assist in preparing and maintaining Departmental Operations Manuals and Standards.Participate in divisional communications meetings for effective departmental briefings.Contribute to maintaining and utilizing guest history files.Customer Service ExcellenceEnsure the consistent delivery of our brand promise, upholding exceptional guest service standards.Champion excellent service provision by Rooms Associates to internal customers in various departments.Observe employee-guest interactions, engage with guests, and coach employees in guest service skills.Address guest and internal customer inquiries and complaints courteously and efficiently, ensuring satisfactory resolutions.Financial ManagementOptimize employee productivity through innovative scheduling and multi-skilling techniques.Support revenue maximization through effective operation of revenue-generating departments, pricing strategies, and yield management.Contribute to maintaining cost efficiency within cost centers without compromising guest satisfaction.Assist in preparing the Annual Business Plan for Rooms and participate in strategic business performance analysis and forecasting.Proactively manage costs based on key performance indicators, in coordination with respective Heads of Department.Ensure strict adherence to financial record-keeping, money handling, and licensing regulations, including timely and accurate financial reporting.Guest Relations and RecognitionEnsure seamless guest experiences from check-in to check-out, addressing any necessary adjustments promptly.Implement and uphold company minimum brand standards and optional brand standards where appropriate.Extend a warm welcome and assistance to notable and loyal guests, managing their reservations, room allocations, and check-in experiences with precision.Contribute to the successful execution of the hotel's Guest Recognition Program.Conduct regular inspections of rooms and other areas to uphold set standards.
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