Job title: Guest Experience Manager
Company: Rosewood Hotel Group
Location: Amsterdam, Noord-Holland
Job Description: General InformationPress space or enter keys to toggle section visibilityCountry/RegionNetherlandsProvince/CityAmsterdamLocationRosewood AmsterdamDepartmentRooms – Front OfficeJob TypeFull-time PermanentJob DescriptionPress space or enter keys to toggle section visibilityA Day in the LifeAs the Guest Experience Manager at Rosewood Amsterdam, you begin your day by reviewing the arrival list of VIP guests, ensuring their personal preferences and special requests are communicated to the team. You personally oversee each detail of their stay-from pre-arrival communication to ensuring their suites are impeccably prepared, with amenities precisely aligned with their tastes. Throughout the day, you interact directly with our most valued guests, providing discreet and attentive service, managing your team of Guest Experience/Butler agents, and finding innovative ways to elevate each guest’s experience. By the end of the day, you’ll reflect on how you and your team have made each guest’s stay at Rosewood unforgettable, knowing that every moment you’ve created adds to their cherished memories.Job OverviewAs the Guest Experience Manager, you play a pivotal role in curating personalized and extraordinary experiences for our VIP guests. Your leadership of the Guest Experience/Butler team ensures that every interaction exceeds expectations, reflecting Rosewood Amsterdam’s commitment to luxury service. With your creativity, attention to detail, and passion for hospitality, you’ll oversee all guest needs, from pre-arrival arrangements to the seamless execution of in-stay services, ensuring every moment feels effortless and tailored.Key ResponsibilitiesOperational Excellence:Consistently seek and implement innovative service initiatives to surpass VIP guest expectations.Act as the primary point of contact for VIP guests, ensuring all their needs are anticipated and met with discretion.Manage pre-arrival communications and collaborate with Housekeeping and Food & Beverage to ensure VIP suites meet exacting standards.Develop and refine procedures that enhance departmental efficiency and guest satisfaction.Guest Experience:Personalize guest experiences by managing special requests such as room orientation, unpacking/packing services, laundry, and shoeshine.Observe guest preferences, gathering and documenting information to ensure consistent and bespoke service for future visits.Handle guest inquiries and resolve any issues, ensuring a positive and memorable experience.Team Leadership:Lead, mentor, and inspire a team of Guest Experience/Butler agents, fostering a work environment that promotes teamwork and mutual respect.Monitor and ensure appropriate standards of conduct, uniform, grooming, hygiene, and appearance of your team.Provide functional assistance to all hotel departments as required, ensuring seamless communication and service delivery.Safety and Compliance:Ensure the security of guest information and uphold strict confidentiality of personal records.Adhere to all local safety protocols and hotel policies, maintaining compliance with industry standards.Financial Responsibilities:Monitor and control costs related to staffing and departmental productivity.Identify opportunities to generate additional revenue by promoting hotel services and upselling to VIP guests.Talent & Culture Responsibilities:Drive Rosewood’s values, culture, and brand throughout the organization, fostering a positive and collaborative environment.Lead by example, maintaining a professional appearance and positive attitude towards guests, colleagues, and hotel management.Be flexible and open to change, embracing the dynamic nature of luxury hospitality.Information Security:Ensure guest and staff personal information is secured and accessible only to authorized personnel, maintaining confidentiality and integrity.Brand Integrity:Uphold Rosewood’s brand vision, mission, and values, ensuring clarity and consistency in all guest and team interactions.Qualifications:
- Minimum of 2 years of leadership experience in luxury hospitality, including roles such as Butler, Front Office, Housekeeping, or Food & Beverage.
- Strong attention to detail, with the ability to prioritize, organize, and multitask effectively.
- Excellent problem-solving skills, with the ability to stay calm and exercise good judgment in high-pressure situations.
- Outstanding interpersonal and communication skills, with fluency in English (Dutch is a plus).
- Proficiency in Microsoft Office and PMS Opera is preferred.
- Flexibility to work varied hours, including evenings, weekends, and holidays.
Why Rosewood Amsterdam?At Rosewood Amsterdam, you will be part of a dynamic and passionate team dedicated to providing unparalleled luxury and personalized service. With endless opportunities for growth and development, you’ll play a key role in shaping the guest experience at one of the world’s most prestigious hotels. As we prepare to open in Q1 2025, join us in creating a new chapter of service excellence in Amsterdam.Social ImpactAt Rosewood, we are committed not only to exceptional guest experiences but also to positively impacting the communities where we operate. Through our “Rosewood Impacts” program, we engage in sustainability initiatives, support community well-being, and foster social responsibility. Joining our team means becoming part of a company that values respect, collaboration, and giving back.Legal RequirementsApplicants must have EU citizenship or a valid work permit for the Netherlands. Unfortunately, we cannot sponsor a visa for this position.About UsPress space or enter keys to toggle section visibilityRosewood Amsterdam is poised to welcome guests in Q1 2025, marking Rosewood’s first venture into the Netherlands. Nestled in the iconic Palace of Justice along the serene Prinsengracht in Amsterdam’s UNESCO-listed Canal District, our hotel offers an unparalleled blend of history and luxury, with easy access to the city’s cultural and shopping gems.Our intimate retreat will feature 134 elegantly designed guestrooms and suites, many of which will offer breathtaking views of the surrounding canals, tranquil courtyards, and the city’s historic rooftops. Guests will delight in three distinctive dining experiences, rejuvenate in the serene environment of Asaya, our signature spa, and enjoy state-of-the-art wellness facilities, including a fitness center and an indoor swimming pool.For memorable gatherings and events, our hotel will offer a selection of beautifully appointed spaces, including a grand 3,000-square-foot ballroom, all equipped with the latest in audio-visual technology and bathed in natural light. The design throughout the hotel will honor the rich history of the building while offering modern luxuries, creating a seamless flow between contrasting yet complementary spaces.The heart of our public areas will be the inviting lobby lounge, featuring a curated library with legal tomes, artful photographs, and unique artifacts. Guests can unwind in this sophisticated setting, overlooking our three distinct, lushly landscaped courtyards, each providing a peaceful oasis amidst the vibrancy of Amsterdam.
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