Guest Experience Manager

2 maanden geleden

Amsterdam, Nederland Rosewood Hotel Group Voltijd

**General Information**:

- Country/Region- Netherlands- Province/City- Amsterdam- Location- Rosewood Amsterdam- Department- Rooms - Front Office- Job Type- Full-time Permanent**A Day in the Life**

As 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 Overview**

As 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 Responsibilities**

**Operational 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 Q

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