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About Rosewood Hotel Group

Rosewood Hotel Group aspires to be the ultimate leader in luxury lifestyle that creates desires and impact everyone’s lives. The group is comprised of five inspiring brands – Rosewood Hotels & Resorts®, New World Hotels & Resorts®, Asaya and Carlyle & Co. Its combined hotel portfolio consists of 44 hotels in 20 countries with nearly 30 new properties currently under development. The group’s expansion is distinguished by its approach to creating strong, modern, and differentiated brands, its focus on design and innovation, and a commitment to a very bespoke and personal approach to hospitality.

Purpose of this role

To deliver unforgettable experiences for our guests. The Guest Relations Supervisor reports into the Front Office, F&B and Housekeeping Managers and is responsible for supporting management across all operational departments. This includes meeting and greeting guests, ensuring all departments are kept up to date on reservations and guest requirements; assisting the restaurant team and preparing Evening Turndown Services. In addition, the Guest Relations Supervisor will be required to roll up their sleeves and do reception, restaurant and housekeeping shifts as and when required.

Key Responsibilities

·       Guest Experience Management: ensure exceptional guest experiences by overseeing all aspects of guest relations, including check-in/out processes, inquiries, and problem resolution.

·       Staff leadership: supervise and train guest relations staff, fostering a culture of professionalism and top-notch customer service

·       Communication: effectively communicate with guests to understand their needs, preferences, and feedback, ensuring a personalised and memorable stay

·       Problem Solving: address and resolve guest concerns promptly, maintingin a high level of satisfaction and loyalty

·       VIP services: coordinate special arrangements for VIP guests, ensuring their unique requirements are met with the utmost attention to details

·       Collaboration: work closely with other departments, such as housekeeping, front desk and F&B, to seamlessly coordinate guest services and enhance overall lodge operations

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Critical Skills & Qualification

·       Previous experience within a five-star hotel or lodge environment

·       A working knowledge of Opera / Opera Cloud (or other booking systems) as well as above average computer skills

·       Leadership experience

·       Possess strong communication skills (verbal and written)

·       Immaculate presentation

·       Excellent communication skills

·       The ability to think on your feet and apply problem solving skills

·       Attention to detail

·       Excellent organisational / administrative skills

·       The ability to work as a team and achieve consistently high standards

·       A natural ability to engage guests and staff alike

·       Bags of enthusiasm and energy to do whatever it takes.

·       Exceptionally groomed with a warm smile.