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Essential Duties & Responsibilities

Operational Leadership & Team Supervision

•    Lead, support, and coach Front Desk Agents and Guest Service Agents to ensure exceptional service delivery and professional guest communication. 

•    Oversee daily front office tasks including cash handling, glitch reporting, service recovery and guest account management. 

•    Conduct shift briefings, assign tasks, monitor performance, and ensure operational readiness for all shifts. 

•    Uphold grooming, behaviour, and interaction standards consistent with luxury brand expectations. 

•    Maintain full knowledge of property services, facilities, and local area offerings to support guest inquiries.

Guest Experience & Luxury Service Standards

•    Ensure every interaction aligns with Rosewood brand culture and luxury hospitality principles. 

•    Guarantee consistent application of Forbes Travel Guide standards in guest interactions, communications, and service recovery. 

•    Ensure LQA standards are met through refined, anticipatory, and personalized service. 

•    Resolve guest concerns professionally, ensuring timely follow-up and elevated service recovery techniques. 

•    Collaborate with Butler team to ensure personalized experiences and seamless arrivals, stays, and departures. 

Communication & Coordination (Internal and External)

•    Oversee all internal and external calls handled by the Guest Service Agents for accuracy, courtesy, and timeliness. 

•    Ensure all communication is aligned with brand voice, etiquette, and Forbes/LQA telephone standards. 

•    Coordinate with Concierge, Reservations, Butler Teams, Housekeeping, and Engineering to support smooth guest journeys. 

•    Facilitate timely dissemination of information to the team, including VIP arrivals, special requests, operational notes, and service alerts. 

Documentation, Reporting & Quality Control

•    Oversee the daily documentation of operational “glitches,” service issues, and guest feedback into the designated system. 

•    Ensure all glitches are followed up, closed, and reported with accuracy, reflecting accountability and transparency. 

•    Conduct detailed daily folio reviews to verify accuracy of charges, postings, adjustments, and billing instructions. 

•    Prepare shift reports, handovers, and operational summaries ensuring clarity and detail. 

•    Monitor guest satisfaction scores and implement action plans for continuous improvement.

Brand Standards, Compliance & SOP Adherence

•    Ensure strict compliance with internal SOPs, brand standards, and luxury hospitality guidelines. 

•    Monitor service delivery closely to identify improvement areas, coaching associates when deviations occur. 

•    Perform quality checks on interactions, room assignment logic, voice calls, and guest follow-ups to ensure Forbes and LQA excellence. 

•    Drive continuous improvement based on brand audits, guest feedback, and performance reviews. 

Training, Coaching & Development

•    Support onboarding, training, and skill development of Front Desk and Guest Service Agents. 

•    Deliver ongoing training in guest engagement, Forbes standards, service recovery, upselling, and communication. 

•    Mentor associates to elevate service confidence, empowerment, and professionalism. 

Financial & Administrative Responsibilities

•    Assist with daily revenue controls including cashiering oversight, payment verifications, refunds, and end-of-shift balances. 

•    Monitor room inventory in coordination with Reservations to optimize availability, special requests, and VIP rooming plans. 

•    Support upselling programs and front office revenue initiatives while maintaining luxury integrity and authenticity.

Administrative & Operational Duties

•    Oversee scheduling, task assignments, and break management to ensure optimal staffing coverage. 

•    Assist with payroll verification, attendance tracking, and team communications. 

•    Help maintain accurate systems data, including guest profiles, preferences, traces, and room statuses. 

•    Support emergency procedures and communication protocols according to hotel guidelines.

Qualifications/Experience

•    Diploma or degree in Hospitality Management or related field. 

•    Strong knowledge of luxury hotel operations, front office procedures, and guest service functions. 

•    Professional training or familiarity with Forbes Travel Guide and LQA service standards strongly preferred. 

•    Excellent communication, leadership, and problem-solving skills. 

•    Proficiency with property management systems (PMS), telephone operating systems, and Microsoft Office. 

•    2–4 years of experience in Front Office or Guest Services roles, preferably in a luxury hotel environment. 

•    At least 1 year of supervisory experience (Front Desk, or Guest Relations preferred). 

•    Demonstrated experience handling SAGs, guest recovery, and high-pressure service situations. 

•    Exceptional guest interaction skills with a warm, polished, and professional demeanor. 

•    Strong organizational abilities and attention to detail, especially in documentation and financial accuracy. 

•    Ability to multitask and manage operational priorities efficiently. 

•    Leadership style that inspires teamwork, accountability, and service excellence. 

•    Confidence in handling escalated guest situations with tact and diplomacy.

An eco-friendly resort ahead of its time, Rosewood Little Dix Bay has always featured the natural environment at the heart of its design. One of the first Caribbean resorts to promote sustainable luxury, the beachside retreat has welcomed guests to a world of undiluted tropical splendor for over half a century. Located within 500 acres of untamed natural gardens, Rosewood Little Dix Bay is surrounded by astonishingly clear blue seas, rugged hills, beautiful isolated beaches and spectacular geological formations. Long regarded as one of the world’s greatest getaways, this exclusive resort, originally developed by conservationist Laurance Rockefeller, offers a level of refinement and seclusion unrivaled in the Caribbean.