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Essential Duties and Responsibilities

Guest Satisfaction & Personalized Service

•    Ensure all guest information is handled in line with Rosewood privacy and service standards.

•    Oversee completion, accuracy, and pre-arrival review of guest preference profiles.

•    Personalize guest journeys through pre-arrival research and coordination with sister properties when relevant.

•    Ensure all guest preferences and profiles are updated in Opera and communicated across departments.

•    Oversee the preparation of SAG (Special Attention Guests) resumes (“Show Me You Know Me”) and ensure timely distribution.

•    Monitor guest birthdays and special occasions; ensure recognition through personalized communication and amenities.

•    Ensure all amenities, room setups, decorations, and special requests are executed flawlessly and on time.

•    Pre-check and inspect SAG rooms and special setups to guarantee readiness and quality.

•    Host and engage guests with warmth and authenticity, fostering natural, meaningful interactions.

•    Respond to all guest queries within 24 hours via phone, email, or in person.

•    Handle guest concerns with empathy and professionalism, ensuring resolution and follow-through.

Service Culture

•    Champion Rosewood’s “Relationship Hospitality” philosophy across all guest touchpoints.

•    Act as a visible leader and role model in the lobby, demonstrating Forbes-level service behaviors.

•    Foster a culture of creativity, personalization, and anticipatory service among associates.

•    Motivate teams to deliver memorable and emotionally engaging guest experiences.

•    Maintain high morale through clear communication, recognition, and supportive leadership.

•    Promote professional appearance, grooming, and etiquette standards at all times.

•    Encourage a collaborative and guest-centric mindset across Front Office teams.

Standards & Quality Assurance

•    Ensure full compliance with Forbes Travel Guide, LQA, and FHR standards.

•    Monitor service delivery through spot checks of Front Desk, Concierge, and Butler teams.

•    Maintain readiness for audits, inspections, and quality reviews.

•    Ensure all SOPs are updated, communicated, and consistently followed.

•    Record and track guest challenges and opportunities in Opera and Unifocus.

•    Monitor online reputation platforms (e.g., TrustYou, TripAdvisor) and implement improvements.

•    Maintain complete and accurate departmental files and documentation.

•    Ensure all departments act on traces, alerts, and guest requests in a timely manner.

Guest Service Performance Optimization

•    Analyze guest feedback, reports, and service data to identify improvement opportunities.

•    Anticipate peak periods and implement solutions to ensure seamless service delivery.

•    Monitor departmental expenses and inventories, ensuring cost efficiency without compromising quality.

•    Coordinate and oversee amenity planning and execution processes.

•    Track and communicate SAG movements via internal systems and daily operations channels.

•    Prepare daily reports, guest insights, and operational updates.

•    Drive upselling initiatives by coaching and motivating teams.

•    Ensure in-depth knowledge of resort services, promotions, and guest programs.

Operations & Team Leadership

•    Lead and oversee Front of House functions including Front Desk, Concierge, and Butler services.

•    Maintain working knowledge and ability to perform all FOH roles when needed.

•    Create and manage associates schedules (rota) efficiently.

•    Support recruitment, onboarding, and training of new associates.

•    Conduct performance appraisals, coaching sessions, and succession planning.

•    Address disciplinary and grievance matters in collaboration with the Director of Front of House.

•    Ensure all associates receive appropriate training to meet luxury service standards.

•    Participate in operational meetings and departmental initiatives.

•    Maintain strong knowledge of systems including Opera, Unifocus, and Alliants.

•    Ensure preparedness for emergency procedures and operational contingencies.

Interdepartmental Collaboration

•    Partner closely with Rooms, F&B, Housekeeping, Finance, and Spa teams to ensure seamless guest experiences.

•    Communicate key guest insights and operational updates through shift briefings, reports, and meetings.

•    Coordinate group arrivals, ensuring accuracy of rooming lists, billing instructions, and requests.

•    Collaborate with the Director of Front of House on SAG management and special protocols.

•    Support cross-departmental initiatives focused on guest satisfaction and hotel performance.

•    Ensure alignment across departments for consistent service delivery and brand standards.

•    Share regular SAG reports and updates with the wider hotel team.

Education

•    Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred

•    Advanced certifications in luxury hospitality, guest experience, or service excellence are an asset

Experience

•    Minimum 8–10 years of progressive experience in luxury hospitality operations, with at least 3–5 years in a senior leadership role within Front Office or Guest Experience

•    Proven experience in ultra-luxury hotel environments (e.g., Forbes Travel Guide-rated or LQA-audited properties)

•    Demonstrated success in leading Front Office, Concierge, Butler, or Guest Relations teams

•    Strong background in managing VIP/SAG guest programs and personalized service delivery

•    Experience preparing for and achieving Forbes Travel Guide, LQA, and/or FHR audits

•    Track record of improving guest satisfaction scores, online reputation, and service metrics

Technical & Professional Skills

•    Advanced knowledge of hotel PMS systems (Opera preferred), workforce management systems (e.g., Unifocus), and guest communication platforms (e.g., Alliants)

•    Strong understanding of luxury service standards, quality assurance frameworks, and audit processes

•    Ability to analyze guest feedback, operational data, and performance reports to drive improvements

•    Financial acumen, including budget management, cost control, and inventory oversight

•    Excellent verbal and written communication skills; multilingual abilities are an advantage

Leadership & Behavioral Competencies

•    Passion for delivering exceptional, highly personalized guest experiences

•    Strong leadership presence with the ability to inspire, coach, and develop high-performing teams

•    Exceptional attention to detail and anticipatory service mindset

•    Ability to manage high-pressure situations with professionalism and composure

•    Collaborative, with strong cross-functional relationship-building skills

•    High level of emotional intelligence and cultural awareness aligned with ultra-luxury clientele expectations

•    Commitment to fostering a culture of “Relationship Hospitality” and continuous improvement

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.