Rosewood Hotel Group Home Page

Essential Duties and Responsibilities

Luxury Guest Experience & Service Excellence

•    Demonstrate comprehensive knowledge of and unwavering adherence to all departmental policies, service procedures, Forbes Travel Guide standards, LQA requirements, and Rosewood service principles.

•    Lead by example in delivering intuitive, personalized, and anticipatory service, ensuring every guest interaction reflects the resort’s luxury positioning and brand promise.

•    Consistently monitor and elevate guest arrival, stay, and departure experiences to exceed guest expectations and achieve exceptional satisfaction scores.

•    Act as the primary escalation point for guest concerns, service recovery opportunities, and special requests, resolving matters with professionalism, empathy, and ownership.

•    Coordinate and personally assist with Special Attention Guests, VIP, repeat guest, and special occasion arrivals, rooming experiences, activity arrangements, and departures.

•    Foster meaningful guest recognition by ensuring preferences, profiles, and stay histories are accurately maintained and utilized to personalize experiences.

Front Office Operations Leadership

•    Oversee the daily operation of the Front Office, Guest Services, and Airport Greeters, ensuring seamless execution of all guest-facing services.

•    Maintain exceptional operational standards through regular inspections of workspaces, guest touchpoints, and service presentation.

•    Ensure all guest registrations, room assignments, profiles, and reservations are processed accurately and in accordance with established standards.

•    Conduct daily audits, including bucket checks, credit limit reviews, rate verification, meal plan validation, voucher reconciliation, and folio reviews to ensure billing accuracy and revenue integrity.

•    Monitor inventory levels of front office supplies, welcome amenities, collateral materials, and guest service resources, ensuring readiness at all times.

•    Oversee group arrivals and departures, ensuring proper billing configurations, accurate charge routing, and seamless coordination with Sales, Reservations, and Accounting teams.

•    Review daily operational communications, reports, and guest information systems to ensure accuracy and alignment across departments.

•    Support in coverage of Front Office Night Supervisor role 

Financial Stewardship & Revenue Protection

•    Safeguard resort revenues through diligent auditing of guest accounts, room rates, package inclusions, and departmental postings.

•    Conduct pre-departure folio reviews to ensure billing accuracy, complete revenue capture, and a seamless checkout experience.

•    Monitor credit exposures and financial controls in accordance with company policies and accounting procedures.

•    Assist with payroll preparation, scheduling, and departmental productivity initiatives.

Talent Development & Team Engagement

•    Support the recruitment, onboarding, coaching, performance management, and development of Front Office associates in partnership with Front Office leadership.

•    Deliver ongoing skills training focused on luxury hospitality, Rosewood brand standards, LQA and Forbes standards, service recovery, and guest engagement.

•    Conduct daily departmental briefings that reinforce operational priorities, guest preferences, service opportunities, and brand culture.

•    Facilitate regular communication meetings that encourage associate engagement, recognition, accountability, and continuous improvement.

Quality Assurance & Brand Standards

•    Drive departmental compliance with LQA, Rosewood brand standards, Forbes and all operational procedures.

•    Perform routine quality inspections and service observations to identify opportunities for improvement and ensure consistent luxury service delivery.

•    Ensure all guest-facing materials, welcome amenities, collateral, and communications reflect current resort offerings and brand presentation standards.

•    Maintain effective shift handovers, operational logs, and departmental communication channels to ensure service continuity and flawless execution.

•    Partner closely with Housekeeping, Concierge, Food & Beverage, Engineering, Reservations, Butlers and other departments to deliver a seamless guest journey.

Leadership & Cross-Department Collaboration

•    Serve as Manager on Duty (MOD) as assigned, representing the resort with professionalism and sound decision-making.

•    Participate actively in daily Rooms Division meetings and operational briefings, contributing insights and follow-up actions that enhance the overall guest experience.

•    Build strong interdepartmental relationships to ensure timely fulfillment of guest requests, operational efficiency, and service excellence across the resort.

Qualifications & Experience

•    Diploma or Certificate in Hospitality Management, Tourism, Business Administration, or a related field preferred.

•    Minimum of 2–3 years of Front Office experience within a luxury hotel, resort, or upscale hospitality environment.

•    Previous supervisory or team leadership experience in Front Office operations preferred.

•    Strong understanding of luxury hospitality standards, guest service principles, and front office procedures.

•    Familiarity with Forbes Travel Guide, LQA, or similar luxury service standards is an asset.

•    Proficiency in Property Management Systems (PMS), Microsoft Office applications, and hotel operational software.

•    Excellent verbal and written communication skills with the ability to interact professionally with guests and associates at all levels.

•    Demonstrated ability to handle guest concerns, resolve conflicts, and make sound decisions in a fast-paced environment.

•    Strong organizational skills with attention to detail and commitment to operational excellence.

•    Ability to lead, coach, motivate, and develop associates to achieve service and performance objectives.

•    Flexible schedule with the ability to work evenings, weekends, holidays, two night shifts per week and Manager-on-Duty shifts as required.

•    Fluent in English; additional languages are considered an advantage.

•    Must possess a professional appearance, positive attitude, and a genuine passion for delivering exceptional guest experiences.

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.