Rosewood Hotel Group Startseite

KEY RESPONSIBILITIES

       Job Summary

The Head Concierge serves as the creative and operational figurehead for Concierge services at Rosewood Bermuda, setting the vision, standards and tone for a function that is central to the guest experience.

This is a hands-on, guest-facing leadership role with direct accountability for the daily operation of the Concierge department, whilst also defining how Concierge services are delivered across the property. The Head Concierge is responsible for curating highly bespoke, often inaccessible experiences, leveraging deep professional networks, relationships and intelligence to create moments that guests cannot easily source themselves.

The position requires a seasoned international concierge leader with proven experience operating within top-tier luxury environments. The Head Concierge must demonstrate the ability to anticipate needs, create access where none appears to exist, and deliver experiences that consistently surprise and delight. The role acts as a trusted advisor to guests, a mentor to Concierge associates, and a key contributor to Rosewood Bermuda’s reputation for exceptional, intuitive hospitality.

Essential Duties and Responsibilities

Guest Experience Curation & Delivery

• Personally curate and deliver bespoke guest experiences that extend beyond standard concierge offerings, including exclusive access, hard-to-secure reservations, private introductions and one-of-a-kind itineraries.
• Act as the primary concierge point of contact for Special Attention Guests (VIPs, repeat guests, high-profile individuals and special occasions).
• Demonstrate advanced capability in interpreting guest profiles, preferences and behavioural cues to proactively personalise experiences.
• Deliver discreet, confident and solutions-oriented service recovery in complex or time-sensitive situations.
• Provide guidance, judgement and access that exceeds the capability of public booking platforms, digital tools or self-service solutions.

Concierge Function Leadership & Daily Operations

• Lead the daily operation of the Concierge department, ensuring consistent service delivery, appropriate coverage and seamless service flow.
• Act as the senior operational point of reference for Concierge associates, providing real-time guidance, mentorship and decision-making support.
• Maintain a visible, hands-on presence at the Concierge desk, particularly during peak arrival, departure and VIP periods.
• Be fully proficient in all Concierge-related functions, including providing operational support to Door Persons, Luggage Porters and Drivers when required.
• Ensure accurate and thorough shift handovers, including guest preferences, arrivals, departures and outstanding requests.

Network, Access & Experience Development

• Build, maintain and actively leverage an extensive network of trusted local and international contacts across dining, culture, entertainment, wellness, travel and lifestyle.
• Demonstrate the ability to create access and availability where none appears to exist, through established relationships rather than transactional booking methods.
• Identify, develop and refresh experiential offerings that differentiate Rosewood Bermuda and cannot be easily replicated by competitors.
• Maintain current intelligence on high-demand venues, events and experiences, including real-time availability strategies.

Systems, Intelligence & Guest Data Management

• Demonstrate advanced proficiency in Opera Cloud PMS and concierge CRM platforms, including ALICE and Alliants.
• Utilise systems to capture, analyse and act upon guest intelligence, preferences and historical data.
• Ensure accurate documentation of guest interactions, preferences and experiences to support continuity of service.
• Leverage technology as an enabler of intuition, not a replacement for judgement.

Training, Standards & Capability Building

• Establish and uphold Concierge service standards aligned with Rosewood’s Relationship Hospitality philosophy.
• Lead onboarding and ongoing training for Concierge and Guest Services associates, with emphasis on experience curation, storytelling, discretion and professional judgement.
• Actively coach associates on relationship-building, problem-solving and service recovery techniques.

• Ensure grooming, presentation and conduct standards are consistently upheld

Operational Collaboration & Brand Representation

• Work in close collaboration with all Front of House teams, Housekeeping, Transportation, Wellness and Security to deliver seamless guest journeys.
• Act as a brand ambassador for Rosewood, representing the Concierge function as a point of pride within the hotel and the wider hospitality community.
• Maintain impeccable personal presentation, professionalism and cultural awareness at all times.

Standard Responsibilities 

• Comply with and adhere to Rosewood Hotels & Resorts and Rosewood Bermuda company policies
• Ensure that all Rosewood standards are communicated, implemented and consistently executed.
• Develop and implement strategies to achieve guest and member service goals.
• Act as a brand ambassador at all times and ensure brand integrity and clarity are maintained.
• Model the company’s culture, vision, mission and core values at all times.
• Participate in community relations and local business initiatives that reinforce the resort’s reputation as a leading luxury destination in Bermuda.
• Take on other tasks in addition to the ones stated, in a reasonable framework.

Confidentiality

Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, members and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless authorized.

Position Requirements, Skills & Knowledge

 Other

A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.