Rosewood Hotel Group 主頁

** This position is only open to Bermudians or Spouse of Bermudian **

Job Summary

The Guest Experience Core Agent plays a pivotal role in orchestrating exceptional guest journeys within a luxury resort environment. Acting as both an information hub and an experience catalyst, this role sits at the centre of guest intelligence, operational coordination and intuitive service delivery.

Beyond traditional switchboard or room control functions, the Guest Experience Core Agent is uniquely positioned to identify moments of opportunity within guest interactions, profiles and communications. By recognizing subtle cues, preferences and patterns, the role supports the creation of thoughtful, often unexpected touches that elevate stays from seamless to memorable.

While not directly responsible for executing these experiences, the Guest Experience Core Agent collaborates closely with operational teams to bring ideas to life, ensuring they are accurately documented, communicated and actioned through systems, traces and follow-up. This role embodies Rosewood’s Relationship Hospitality by transforming information into insight, and insight into moments of magic and genuine delight.

Guest Intelligence, Anticipation & Experience Enablement

• Actively review guest profiles, reservations, communications and interactions to identify opportunities to personalise and enhance the guest experience.

• Demonstrate curiosity and intuition in seeking out small but meaningful details that may enable moments of magic for VIP and Special Attention Guests (SAG).

• Proactively suggest experience enhancements or thoughtful gestures to relevant operational teams based on guest intelligence.

Guest Communication & Coordination

• Handle all incoming calls via the main hotel line using professional etiquette, accurately routing calls and responding to guest enquiries.

• Monitor and manage the Bermuda inbox, assessing urgency and ensuring timely, appropriate responses.

• Serve as a central communication hub between Front Office, Housekeeping, Concierge, Bell Services and Food & Beverage.

Guest Requests, Profiles & Systems Management

• Record, track and resolve guest requests and complaints using Unifocus/KnowCross, including glitch creation, assignment, follow-up and documentation.

• Maintain accurate and up-to-date guest profiles, reservations, traces, alerts, routing instructions and packages within Opera Cloud, ALICE, Alliants and related systems.

• Monitor arrivals, early arrivals, VIPs, SAG guests, queued rooms, due-outs and departures throughout each shift.

Arrivals, Departures & Room Coordination

• Liaise closely with Housekeeping to monitor room readiness and ensure timely availability.

• Coordinate room swaps with the Manager on Duty when operationally required.

• Communicate room moves and status updates to Housekeeping, Bell Services, Food & Beverage and Concierge.

• Conduct due-out calls at 10:00 am to confirm departure times and arrange luggage or transportation assistance.

VIP & SAG Handling

• Identify VIP and Special Attention Guests (SAG) and ensure profiles and preferences are distributed to all relevant departments.

• Prepare and coordinate amenities in accordance with the SAG programme.

• Monitor queued rooms and notify guests via Alliants when rooms become available, coordinating luggage delivery where required.

Financial & Administrative Controls

• Perform daily bucket checks, rate audits and reservation accuracy reviews.

• Review open folios, complete credit limit reports and identify declining credit cards.

• Prepare and coordinate delivery of credit card decline letters or SMS notifications when required.

Shift Management & Handover

• Review daily operational documents, handover notes and Manager on Duty briefings.

• Prepare detailed end-of-shift handovers covering room status, arrivals, departures, open folios, unresolved issues and pending guest requests.

• Ensure all systems are logged in and out correctly and that shift responsibilities are closed accurately.

Guest Recovery & Follow-Up

• Review Bermuda emails dating up to one week back to ensure all tasks have been completed.

• Follow up on all open glitches to ensure guest recovery actions are completed and documented.

Standard Responsibilities

• Comply with Rosewood Hotels & Resorts and Rosewood Bermuda policies and procedures.

• Ensure Rosewood standards are consistently communicated, implemented and executed.

• Act as a brand ambassador at all times, maintaining brand integrity and clarity.

Confidentiality

Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, members and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless authorised.

 Position Requirements, Skills & Knowledge

• Ability to prioritise tasks and manage time effectively in a fast-paced environment.

• Calm, clear-thinking and solution-oriented approach under pressure.

• Strong interpersonal and communication skills, both written and verbal.

• Ability to handle high call volumes with professionalism and efficiency.

• Ability to work collaboratively within a team environment as well as independently with minimal supervision.

• Proven commitment to maintaining strict confidentiality of guest and hotel information.

Technical Skills

• Proficiency in Microsoft Office.

• Experience with Opera Cloud PMS preferred (training provided if required).

• Familiarity with ALICE, Alliant or similar guest experience platforms is an asset.

Language Requirements

• Fluency in spoken and written English is required.

• Additional language skills are an advantage.

A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.