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Essential Duties and Responsibilities

Guest Communication & Pre-Arrival Coordination

•    Manage all incoming concierge emails and phone calls related to guest requests, itinerary planning, and personalization. 

•    Craft warm, refined, and brand-aligned written responses that reflect Rosewood tone and luxury positioning. 

•    Initiate pre-arrival outreach to understand guest preferences, special occasions, dietary needs, and personal interests. 

•    Record all preferences in guest profiles to support brand-wide recognition and continuity across the portfolio. 

•    Ensure pre-arrival itineraries, confirmations, and service arrangements are delivered in a timely, professional, and elegant manner. 

Experience Design & Personalization

•    Curate tailor-made experiences for each guest, including cultural, culinary, wellness, family, and celebration-focused activities. 

•    Anticipate needs and provide thoughtful suggestions that exceed expectations, aligning with Forbes and LQA guest experience standards. 

•    Maintain deep knowledge of local attractions, luxury partners, premium services, and unique destination offerings to craft individualized itineraries. 

•    Provide recommendations that reflect A Sense of Place, highlighting the destination’s culture, history, and character through curated experiences. 

On-Property Coordination & Internal Partnerships

•    Act as the central liaison between guests and various hotel departments (Rooms, F&B, Spa, Boats-Transportation, Housekeeping, Senior Butlers) to ensure a seamless experience. 

•    Communicate guest requests and preferences clearly and promptly to internal teams. 

•    Coordinate preparation of amenities, celebration setups, VIP arrangements, and special touches ahead of guest arrival. 

•    Ensure all guest interactions—though handled behind the scenes—match the level of service expected in a Forbes Five-Star hotel. 

Reservations & Logistics Management

•    Manage dining reservations, spa bookings, transportation arrangements, and external supplier partnerships with precision and timeliness. 

•    Secure high-demand or exclusive experiences using strong relationships with premium vendors and local partners. 

•    Ensure all confirmations, timings, and logistics are accurately communicated to guests and relevant departments. 

•    Monitor daily arrival lists, VIP itineraries, and guest movement to proactively manage needs and service flows. 

Brand, Standards & Quality Assurance

•    Uphold and embody Rosewood’s luxury positioning, values, and brand tone in all written and verbal communications. 

•    Ensure daily operations align with LQA, Forbes Travel Guide, and brand service standards. 

•    Audit and refine pre-arrival messaging, guest correspondence templates, and concierge processes for continuous improvement. 

•    Maintain confidentiality of guest information and display impeccable discretion when handling VIP/celebrity guests. 

Knowledge & Expertise Development

•    Maintain an up-to-date database of restaurants, local artisans, activities, excursions, wellness providers, and exclusive partners. 

•    Track new openings, local trends, and seasonal offerings to ensure recommendations remain fresh and relevant. 

•    Participate in ongoing training to strengthen service skills, product knowledge, and luxury brand presentation.

Qualifications 

Education

•    Diploma or degree in Hospitality, Tourism, Communications, or related field preferred. 

•    Additional training in luxury service, or cultural awareness considered an asset. 

Professional Experience

•    Minimum 2–4 years of experience in a concierge or guest relations

•    Prior experience in a Forbes Five-Star or LQA environment strongly preferred. 

•    Demonstrated background in curating bespoke luxury guest experiences (hospitality, travel, lifestyle concierge, or high-end service environment). 

•    Experience handling high-profile guests with discretion. 

Skills & Competencies

•    Exceptional written communication: polished, warm, concise, and consistent with ultra-luxury brand tone. 

•    Strong phone presence with calm, elegant delivery. 

•    Deep knowledge of local culture, dining, arts, activities, and premium service providers. 

•    High-level organizational skills with the ability to manage multiple requests simultaneously. 

•    Proactive approach to anticipating guest needs and identifying opportunities for enhancement. 

•    High emotional intelligence and a refined service mindset. 

•    Strong problem-solving skills and ability to remain composed under pressure. 

•    Excellent teamwork and collaboration, especially in coordinating across departments. 

•    Commitment to confidentiality, professionalism, and discretion. 

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.