Rosewood Hotel Group

Global luxury hotel management and brands

Guest Experience Manager

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeKailua-Kona, HI, USA$81k /yrIn-person

About the Job

Requirements

A diploma in Hotel Management and/or Butler Accreditation, or an equivalent combination of education and work-related experience.
At least five years of experience in a similar role or capacity.
Proficiency with information technology systems, including Opera, Alice, KnowCross, and Microsoft Office Suite.
Experience in a five-star or ultra-luxury hotel environment.
Cultural sensitivity and ability to work with a multicultural team.
Ability to perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow up; think clearly, remain calm, and resolve problems using good judgment; follow directions; understand guest service needs; work cohesively with coworkers; work with minimal supervision; and maintain confidentiality of guest information and hotel data.
Familiarity with yield management and cost controls; ability to ascertain departmental training needs and provide training, direct staff performance and follow up with corrections, and input and access information in property management and point-of-sale systems.
Ability to speak, read, and write English fluently.
Ability to exert physical effort transporting 50 pounds, perform various physical movements throughout work areas, reach up and down, remain stationary at times, and communicate effectively with guests and coworkers.
A clean driving record.

Responsibilities

Supervise the Guest Relations Manager and Guest Experience Agents; schedule the roster and coordinate agents’ assignments to Hale and Ohana Suites.
Assist with training guest relations and guest experience teams to fulfill their responsibilities.
Welcome guests professionally and warmly, exceeding expectations from arrival through departure.
Serve as a guest’s point of contact during their stay, assist with arrangements and requests, and meet guests personally where possible.
Identify and anticipate guest needs and provide personalized service.
Liaise with Front Office, Guest Relations, Concierge, Housekeeping, and other relevant departments to fulfill requests and recommendations, including in-room dining, restaurant, laundry, spa, special occasion, and excursion arrangements.
Maintain up-to-date knowledge of Hale and Ohana in-room facilities, services, and technology.
Comply with departmental policies, service procedures, and standards.
Update guest profiles in Opera and communicate feedback through KnowCross.
Respond promptly to guest needs and acknowledge guests throughout the day.
Increase guest interaction and drive the property’s Guest Service Index score.
Inspect the quality of service provided by guest experience agents and ensure services meet standards.
Resolve guest complaints promptly and in accordance with standards.
Inspect staff grooming and attire and correct deficiencies.
Comply with company policies and work within established budget limits.
Undertake other reasonable tasks as needed.
Develop and update divisional or departmental policies and manuals, support their implementation, and ensure compliance and consistency across the group.
Lead recruitment and talent development for the division or department to meet current and future needs.
Represent the brand and maintain brand integrity and clarity.
Model the company’s culture, vision, mission, and core values.

Desired Qualifications

Island-resort experience.
Fluency in languages in addition to English.

We believe that life is made of many journeys: Inspiration, Wonderment, Curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you. Kona Village a Rosewood Resort currently seeks a Guest Experience Manager/Chief Butler who is a well-rounded and seasoned individual to be part of our iconic Resort.

Job summary

Reporting to the Director of Rooms, the Guest Experiences Manager/Chief Butler is responsible for supervising the Guest Relations Manager, and Guest Experience Team. They will be required to conduct the duties in a courteous, safe, and efficient manner, in accordance with Kona Village, a Rosewood Resort’s policies and procedures, ensuring that a high level of service is maintained.

The Guest Experience Team will learn the personal preferences of the guests and ensure that the suite services are delivered in a proactive, discreet, timely, thoughtful, and unobtrusive manner. The Guest Experience Manager will provide leadership to the team, ensuring the property and the services provided are of a high standard and in line with the resort’s standards and budgets.

Essential Duties and Responsibilities – (Key Activities)

Direct supervision of the Guest Relations Manager, and Guest Experience Agents, scheduling the roster and coordinating agents’ assignments to Hale and Ohana Suites.
Assist with training the guest relations and guest experience teams to fulfil the responsibilities
Receive guests in a professional and friendly manner, exceeding guest expectations from arrival through to departure
Act as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guest. To meet all guests personally during the stay, where possible.
Identify and anticipate guest needs and ensure a personalized service is provided
Liaise with the Front Office, Guest Relations, Concierge, Housekeeping and any other relevant department or team to fulfill all requests or guest recommendations, including. in room dining, restaurants, laundry, spa bookings, special occasions, outside excursions.
Maintain up to date knowledge of the Hale / Ohana in-room facilities, services, and technology
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Update guest profiles in Opera and ensure feedback is communicated through KnowCross.
Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
To increase guest interaction and to drive the Guest Service Index score of the property.
To regularly inspect the quality of service provided by all guest experience agents, and to ensure that all services are delivered according to standard.
To take appropriate action to resolve all guests’ complaints in a timely manner ensuring all standards are met.
Inspect grooming and attire of staff; rectify any deficiencies.

Other Standard Responsibilities

· Complies to the company policies.

· Works within all pre-set budgetary limits.

· Takes on other tasks in addition of the ones stated, in a reasonable framework.

· Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

· Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.

· Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

· Models the company’s culture, vision, mission and core values at all times.

Others

· While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Experience / Required Skills:

· Diploma in Hotel Management and/ or Butler Accreditation or an equivalent combination of education and work-related experience.

· Minimum five-year experience in a similar role / capacity.

· Proficiency with IT systems including Opera, Alice, KnowCross, and Microsoft Office Suite

· Exposure to 5-star and or ultra-luxury hotel environment essential

· Culturally sensitive and able to able to work with a multicultural team

· Island-Resort experience is preferred.

· Able to drive with passion and lead with inspiration

· General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

· Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest’s service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.

· Language: Required to speak, read and write English, with fluency in other languages preferred.

· Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

· Licenses & Certifications: Clean driving record is a must.

Salary: $81,000/annually

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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