Guest Experience Curator

Guest Experience Curator

The Guest Experience Curator owns the digital guest journey before arrival and after departure, creating a seamless and highly personalized connection between each guest and Rosewood Bermuda. Based in the New York Sales Office, the role acts as a fully integrated extension of the resort and combines the judgement, destination expertise and service instincts of a luxury concierge with the systems capability and follow-through required to complete arrangements independently.

The Curator engages guests and travel advisors, discovers preferences, designs thoughtful itineraries, and personally secures, amends and confirms hotel and destination arrangements using authorized systems and direct partner relationships. During the stay, the on-property team assumes primary responsibility for new and evolving guest needs; the Curator ensures that this transition feels like one continuous Rosewood Bermuda relationship rather than a transfer between separate teams.

Essential Duties and Responsibilities:

• Own assigned guest journeys from the agreed pre-arrival contact point through arrival readiness and post-departure follow-up, maintaining clear accountability for every commitment made.
• Review upcoming Elite, VIP, suite, repeat, celebratory, travel-advisor and other designated priority arrivals according to an agreed service timeline.
• Identify guests who would benefit from proactive engagement by reviewing reservation details, prior-stay history, advisor notes, travel purpose, special occasions and recorded preferences.
• Anticipate needs and identify opportunities to create relevant, thoughtful and highly personalized experiences without overwhelming the guest or imposing a standard itinerary.

Guest and travel advisor engagement

• Communicate directly with guests and travel advisors through approved digital, telephone and other communication channels using warm, polished and brand-appropriate language.
• Conduct thoughtful preference discovery covering dining, wellness, cultural interests, family needs, transportation, accessibility, celebrations, pace, budget and desired level of planning.
• Serve as a knowledgeable and responsive point of contact for pre-arrival planning, ensuring that the guest experiences the hub as an integrated part of Rosewood Bermuda.
• Support the service relationship with Rosewood Elite and priority agencies by providing timely, accurate and confident fulfilment while coordinating closely with Sales and Marketing on relevant advisor context.

Itinerary design and direct fulfilment

• Design tailored itineraries and recommendations that reflect the guest's interests, travel purpose, schedule, party composition, budget and preferred pace.
• Directly book, amend, cancel and reconfirm authorized arrangements including accommodation details, resort dining, spa appointments, transportation, activities, destination experiences and special-occasion services.
• Use available hotel and partner systems independently so that routine pre-arrival fulfilment does not create avoidable work for on-property colleagues.
• Confirm availability, timings, cancellation terms, deposits, guest costs, payment requirements, accessibility considerations and confirmation references before communicating an arrangement as complete.
• Follow each request through to confirmed resolution, escalating only where approval, physical action or specialist intervention is genuinely required.

Guest intelligence, systems and documentation

• Maintain complete, current and accurate guest profiles, preferences, activity logs, itineraries, traces, confirmations and operational notes in the designated systems.
• Use Opera, SevenRooms, Salesforce, Alliants and other approved platforms to view context, take action, record commitments and create a single reliable source of guest information.
• Record information with sufficient clarity and context for any authorized resort colleague to understand what has been discussed, promised, confirmed, changed or declined.
• Apply sound judgement when recording sensitive preferences and personal information, protecting privacy while preserving the operational detail necessary for excellent service.
• Update profiles after the stay to capture useful new preferences, outcomes and learning that can improve future recognition and personalization.

Destination expertise and partner relationships

• Develop authoritative working knowledge of Rosewood Bermuda, its facilities, services, experiences, operating rhythms and service capabilities through immersive on-property training.
• Complete structured destination familiarization across Bermuda, including visits to recommended restaurants, attractions, cultural sites, activities, wellness providers and transportation partners.
• Build and maintain direct professional relationships with owners, senior managers and reservation contacts at the island partners most relevant to the resort's guests.
• Maintain current knowledge of opening hours, seasonality, events, suitability, accessibility, cancellation terms and service standards so external arrangements can be handled confidently without routine resort-team involvement.
• Keep recommendations selective, current and aligned with Rosewood standards and the preferences of the individual guest.

Property coordination and seamless handover

• Coordinate with Reservations, Front Office, Concierge, Guest Relations, Housekeeping, Food and Beverage, Spa, Transportation and other resort teams when an arrangement requires operational awareness or physical delivery.
• Prepare an accurate and practical arrival brief containing confirmed arrangements, significant preferences, special occasions, timings, contact information, service sensitivities and required operational actions.
• Flag high-profile, complex or service-sensitive stays promptly to the appropriate property leaders, including media guests, travel-industry partners, accessibility needs and significant celebrations.
• Transition of primary ownership to the on-property team at the defined arrival point with complete documentation and no unresolved routine planning work.
• Remain available to clarify prior arrangements while respecting that the on-property team owns new and evolving requests during the stay.
• Re-engage after departure where required to complete follow-up, close outstanding matters, capture feedback and update the guest profile.

Performance and continuous improvement

• Monitor assigned arrivals and outstanding requests daily, ensuring commitments are completed, updated or escalated before they become arrival-day issues.
• Track outreach completion, guest engagement, confirmed experiences, profile and itinerary completeness, handover accuracy, avoidable last-minute requests and relevant guest feedback.
• Review recurring guest requests, service gaps and destination trends, recommending practical changes to content, workflows, system use and partner coverage.
• Share feedback with resort and hub leaders to improve the quality, consistency and scalability of the guest journey model.

Position Requirements, Skills & Knowledge:

Experience and education

• Minimum three years of relevant experience in luxury hospitality, concierge services, guest relations, luxury travel advisory, destination management, reservations or a comparable high-touch guest-facing environment.
• Demonstrated experience personally managing complex guest requests or itineraries from discovery through confirmed fulfilment rather than acting solely as a referral or administrative coordination point.
• Experience serving VIP, high-net-worth, suite, repeat or luxury-consortia guests and working with discerning travel advisors is strongly preferred.
• Hotel, hospitality, travel or service-related education is preferred; directly relevant professional experience may be considered in place of formal qualifications.

Systems and technical capability

• Demonstrated confidence using a property management system, customer relationship management platform, dining or activity reservation systems, guest-interaction tools and shared collaboration platforms.
• Experience with Opera, SevenRooms, Salesforce and Alliants is strongly preferred; the ability to become independently proficient in each system is required.
• Ability to manage concurrent digital conversations, bookings, tasks, traces and deadlines accurately across multiple systems without losing context or follow-through.
• Strong written-documentation skills and disciplined data-entry habits, with careful attention to accuracy, completeness, privacy and operational usefulness.

Skills and competencies

• Exceptional written and verbal communication, with the ability to sound warm, natural, knowledgeable and distinctly Rosewood across every channel.
• Highly developed luxury-service instincts, curiosity and creativity, combined with the judgement to personalize thoughtfully rather than generically.
• Strong ownership and resourcefulness, with the confidence to research, decide and complete arrangements independently within established authority.
• Excellent organization and composure when managing multiple itineraries, changing priorities, time-sensitive reservations and exacting guest expectations.
• Ability to build trusted professional relationships with guests, travel advisors, resort colleagues and external destination partners.
• Commercial awareness without a sales-led approach, recommending experiences because they are relevant to the guest and recording associated value accurately where required.
• High levels of discretion, emotional intelligence, cultural sensitivity and sound judgement.
• Additional language capability is an advantage.

Other requirements