Guest Experience Coordinator

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OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.

As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

You will join the Guest Experience team within the Rooms division, reporting to the Director of Guest Experience. In partnership with Front Office, Housekeeping, In Room Dining, Engineering and third-party vendors, you will help coordinate the details that shape a seamless and highly personalized guest journey.

YOUR ROLE

As a Guest Experience Coordinator, you will organize pre-arrival, in-house and post-departure details with precision and care. You will manage guest requests from introduction through completion, maintain accurate preference and history records, and coordinate personalized touches that anticipate needs and exceed expectations. Your polished communication, strong follow-through and sharp attention to detail will support an exceptional luxury experience.

HOW YOU'LL MAKE THE PLACE

• Communicate with a polished and professional manner in person, by telephone and through email correspondence.
• Review reservations in advance of arrival, arrange appropriate amenities and personalized welcome cards, and ensure guest preferences, history and special occasions are accurately documented.
• Manage the departmental inbox and take ownership of guest requests, concerns and time-sensitive matters from initial contact through completion.
• Coordinate requests with Housekeeping, In Room Dining, Engineering and other partners, escalating concerns when appropriate and following through on every detail.
• Maintain current knowledge of hotel services, room types, availability, scheduled activities, policies and service standards to provide accurate assistance.
• Support departmental organization, equipment readiness, policy improvements, quality assurance standards and a cooperative working environment while representing the brand with integrity.

COULD THIS BE YOU?

• You bring at least three years of experience in a similar capacity within a luxury or ultra-luxury property.
• You hold a bachelor’s degree in Hospitality Management or have equivalent professional experience.
• You are highly organized, detail-oriented and able to work with speed and accuracy while managing multiple priorities.
• You communicate clearly in English, remain calm under pressure and use sound judgment when resolving guest concerns; additional language fluency is highly preferred.
• You understand hotel operations and services and are comfortable using Opera, HotSOS and Microsoft Office applications.
• You are resourceful, flexible and collaborative, with strong interpersonal skills and a commitment to Forbes, LQA and Rosewood Brand Standards.
• You can maintain confidentiality and meet the role’s physical requirements, including transporting up to 15 pounds and moving throughout hotel work areas.

OUR BENEFITS

As part of our team, you'll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. This includes medical coverage, retirement benefits, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them, and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.

Hourly Rate: $35.57 an hour