Rosewood Hotel Group

Global luxury hotel management and brands

Guest Experience Manager

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeSan Miguel de Allende, Guanajuato, MexicoNo salary listedIn-person

About the Job

Requirements

Proven leadership experience within a luxury or ultra-luxury hospitality environment.
Strong understanding of guest journey management, personalized service, guest recognition programs, special amenities, and service recovery.
Experience leading, coaching, and developing high-performing Guest Experience teams.
Ability to anticipate guest needs, resolve concerns, and take ownership of situations through to successful resolution.
Organizational skills and the ability to manage multiple priorities while maintaining exceptional attention to detail.
Experience managing guest preferences, profiles, special requests, repeat guest programs, and confidential information.
Communication, interpersonal, and problem-solving skills, with the ability to collaborate effectively across hotel departments.
Passion for creating personalized and meaningful guest experiences while consistently exceeding expectations.

Responsibilities

Oversee the Guest Experience operation as a hotel ambassador.
Own guest recognition, preference management, special celebrations, amenities, and service recovery.
Lead and develop the Guest Experience team.
Collaborate closely with all hotel departments.
Ensure every guest request is anticipated and handled with professionalism, discretion, and genuine care.

At Rosewood San Miguel de Allende, we believe that exceptional hospitality is built through meaningful connections, thoughtful recognition, and highly personalized service. We are seeking an experienced and passionate Guest Experience Manager to lead our Guest Experience team and ensure that every guest journey is seamless, memorable, and reflective of the highest standards of luxury hospitality.In this leadership role, you will oversee the Guest Experience operation, serving as a hotel ambassador and taking ownership of guest recognition, preference management, special celebrations, amenities, and service recovery. You will lead and develop a talented team, collaborate closely with all hotel departments, and ensure that every guest request is anticipated and handled with professionalism, discretion, and genuine care.

What you will bring

Proven leadership experience within a luxury or ultra-luxury hospitality environment.
Strong understanding of guest journey management, personalized service, guest recognition programs, special amenities, and service recovery.
Experience leading, coaching, and developing high-performing Guest Experience teams.
Excellent ability to anticipate guest needs, resolve concerns, and take ownership of situations through to their successful resolution.
Strong organizational skills and the ability to manage multiple priorities while maintaining exceptional attention to detail.
Experience managing guest preferences, profiles, special requests, repeat guest programs, and confidential information.
Exceptional communication, interpersonal, and problem-solving skills, with the ability to collaborate effectively across hotel departments.
A genuine passion for creating personalized and meaningful guest experiences while consistently exceeding expectations.

If you are a dynamic leader who thrives on creating meaningful connections, developing talent, and delivering exceptional guest experiences, we invite you to become part of the Rosewood San Miguel de Allende family.

About the Company

Rosewood Hotel Group

Global luxury hotel management and brands

Rosewood Hotel Group operates a global portfolio of luxury hospitality brands, including Rosewood (ultra-luxury), New World Hotels & Resorts (upper-upscale), Asaya (integrated wellness), and Carlyle & Co. (private members club). It manages about 60 properties across 26 countries, with more than 30 new properties in development. The company runs high-end hotels and wellness and private club experiences, delivering guest stays and curated programs that reflect local culture and place. Its approach centers on Relationship Hospitality—genuine, heartfelt interactions—and integrating the story and geography of each destination into its experiences, supported by a commitment to DEI and positive community impact. The goal is to create a future where people and places enrich one another, to make meaningful, lasting relationships with guests and destinations, and to expand its global footprint while honoring local culture and advancing positive impact.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Hong Kong
Founded: 2016

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