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Guest Experience Manager

General Information

Country/Region
Germany
Province/City
Munich
Location
Rosewood Munich
Department
Rooms - Front Office
Job Type
Full-time Permanent

Job Description

To deliver exceptional, personalized service by anticipating guest needs with discretion, acting as the primary liaison between guests and the hotel. Ensures seamless stay experiences through meticulous attention to detail, proactive problem-solving, and upholding Rosewood’s luxury standards.

Key Responsibilities: 

  • Oversee daily operations, ensuring adherence to service standards and efficient workflow.
  • Observe and document guest preferences/habits to anticipate needs with utmost discretion.
  • Serve as the primary point of contact for discerning international guests, overseeing reservations, special requests, and hotel orientation.
  • Maintain detailed guest profiles to ensure recognition and tailored service for future visits.
  • Track guest itineraries and locations daily to provide seamless, context-aware service.
  • Conduct daily reviews of arrivals/departures with the Front Office team, ensuring optimal room allocations and amenity coordination.
  • Monitor room cleanliness, pantries, and functionality of in-room features/hotel facilities.
  • Resolve guest concerns efficiently and diplomatically, focusing on satisfaction and preventive measures.
  • Collaborate with all departments to elevate the guest experience. 
  • Design and implement tailored training programs to enhance team skills and performance. Mentor and guide associates, fostering a culture of continuous learning and professional excellence.
  • Identify individual development needs and create personalized growth plans for team members.
  • Foster a culture of innovation and recognition, empowering associates to contribute creatively.
  • Maintain expert-level knowledge of hotel facilities, daily activities, and local attractions.
  • Promote guest interaction through visible presence in the lobby and public areas.

Qualifications & Skills:
  • Prior experience in a similar role or within luxury hospitality is preferred.
  • Fluency in German and English is preferred; proficiency in additional languages is a strong advantage.
  • Ability to anticipate and understand guest needs to deliver exceptional service.
  • Possesses knowledge of the Front Office systems, such as Opera. 
  • Passionate host with excellent manners and a high level of quality awareness
  • Well organized, self-motivated, and a good team player.Strong sense of responsibility and detail-oriented approach.
  • Technical affinity and hands-on mentality in solving technical challenges. 

About Us

Rosewood Munich opened in Autumn 2023 as the brand’s first property in Germany and seventh property in Europe. Housed in two landmark, historical buildings comprised of the former headquarters of the State Bank of Bavaria and the adjacent Palais Neuhaus-Preysing, a former grand aristocratic residence, Rosewood Munich is ideally situated on Kardinal-Faulhaber-Strasse in the heart of the historic city center. The hotel is located within walking distance of several of the city’s most popular sites and destinations, including central Marienplatz square, the Residenz city palace, Bavarian State Opera, and the Maximilian- and Theatinerstraße shopping districts, as well as world renowned museums. Rosewood Munich offers 132 spacious guestrooms and suites designed to complement the property’s original façade and iconic stairways, which remain well preserved and contribute to the city of Munich’s ensemble of historical buildings. The property boast an inviting lobby lounge and two distinct dining venues, which include a full service restaurant and a vibrant bar. Rosewood Munich also features a full service spa, which house five treatments rooms, as well as an indoor pool and fitness area. Additionally, the hotel includes extensive meetings and events spaces to accommodate a variety of private gatherings, conferences, and special events for up to 400 guests.