Rosewood Mansion on Turtle Creek · 22 hours ago
Guest Experience Manager
Dallas, TX
Full-time
Onsite
Entry, Mid Level
2+ years expRosewood Mansion on Turtle Creek is a luxury hotel seeking a Guest Experience Manager to enhance the experience for high profile guests. The role involves acting as an ambassador for the hotel, managing guest relations, and ensuring exceptional service throughout their stay.
Hospitality
Responsibilities
Maintain complete knowledge of all property operations, hours of services and local attractions throughout varied seasons as well as a strong operational awareness to ensure quick service reaction & ensure all internal programs such “Destinations by Lexus” are well understood
Anticipate guests’ needs, respond promptly and acknowledge all guests at all times
Contact guest pre-arrival to ascertain special needs
Make the necessary notation in guest profile
Follow through on special requests with Concierge or other departments as needed
Act as ambassador of hotel / resort and representative of senior management by building and maintaining relationships with high profile guests both on and off property
This role requires a creative approach on providing an enhanced stay experience, global recognition, exclusive access and gifting
Manage daily arrivals report to ensure accuracy of information
Assists with pre-arrival communications, ensuring that all leisure guests have been reached out at least 3 days prior to their arrival
Work with Concierge to generate itineraries for guests as needed, especially for any VIP guests
Direct operation requirements for the Guest Recognition Program
Ensure amenity placement, organize welcome cards for greetings and special occasions: assist and coordinate senior management’s involvement in preparing
Ensure to be a point of contact for all VIP guests, both on & off-property
Inform senior management of any new bookings
Supervise butler team in ensuring their daily tasks are completed and assist when needed
Represent Assistant Director of Clienteling in his absence and ensure the standards of LQA, Forbes and Michelin are respected and met at all times
Be a creative thinker and think outside of the box, assisting the ADOC with gifting projects
Recover guests who had issues, ensuring no guests depart the hotel without appropriate recovery
Participate and lead the Rosewood Daily Review in the absence of the Assistant Director of Clienteling
Support Sales effort of special events including but not limited to Weddings, FAM Trips, Press Visits, Site Inspections
Review resume for arriving group, ensuring all traces have been input into Opera; assist Sales Manager in organizing activities where necessary
Monitor arrival / departure schedule of VIP guests to ensure personal welcome and farewell
Inspect VIP arriving guest accommodations
Ensure all standards are met and correct amenity placement as well as any requests made by guest prior to arrival
Coordinate and communicate efforts with Housekeeping, Room Service and Engineering, assuring all is in order
Maintain a high level of professional appearance and demeanor of self and subordinates
Complete required monthly reports in timely manner
Perform all other duties as required
Qualification
Required
Act as ambassador of hotel / resort and representative of senior management for high profile guests throughout their visit, and enhance experience for guests, both off and on property
Maintain complete knowledge of all property operations, hours of services and local attractions throughout varied seasons as well as a strong operational awareness to ensure quick service reaction & ensure all internal programs such 'Destinations by Lexus' are well understood
Anticipate guests' needs, respond promptly and acknowledge all guests at all times
Contact guest pre-arrival to ascertain special needs
Make the necessary notation in guest profile
Follow through on special requests with Concierge or other departments as needed
Act as ambassador of hotel / resort and representative of senior management by building and maintaining relationships with high profile guests both on and off property
Manage daily arrivals report to ensure accuracy of information
Assists with pre-arrival communications, ensuring that all leisure guests have been reached out at least 3 days prior to their arrival
Work with Concierge to generate itineraries for guests as needed, especially for any VIP guests
Direct operation requirements for the Guest Recognition Program
Ensure amenity placement, organize welcome cards for greetings and special occasions: assist and coordinate senior management's involvement in preparing
Ensure to be a point of contact for all VIP guests, both on & off-property
Inform senior management of any new bookings
Supervise butler team in ensuring their daily tasks are completed and assist when needed
Represent Assistant Director of Clienteling in his absence and ensure the standards of LQA, Forbes and Michelin are respected and met at all times
Be a creative thinker and think outside of the box, assisting the ADOC with gifting projects
Recover guests who had issues, ensuring no guests depart the hotel without appropriate recovery
Participate and lead the Rosewood Daily Review in the absence of the Assistant Director of Clienteling
Support Sales effort of special events including but not limited to Weddings, FAM Trips, Press Visits, Site Inspections
Review resume for arriving group, ensuring all traces have been input into Opera; assist Sales Manager in organizing activities where necessary
Monitor arrival / departure schedule of VIP guests to ensure personal welcome and farewell
Inspect VIP arriving guest accommodations
Ensure all standards are met and correct amenity placement as well as any requests made by guest prior to arrival
Coordinate and communicate efforts with Housekeeping, Room Service and Engineering, assuring all is in order
Maintain a high level of professional appearance and demeanor of self and subordinates
Complete required monthly reports in timely manner
Perform all other duties as required
Ability to presell & upsell rooms and experiences
Strong communication skills (oral, written, listening)
Exceptional guest relations skills
Strong organizational skills
High proficiency in Excel a strong asset
Fluency in OPERA, Knowcross, Alice, Glowing, Birchstreet, TrustYou preferred
Minimum two years' experience in guest contact position within luxury property
Hospitality Trade School diploma / certification
Required to speak, read and write English
Must be able to exert physical effort in transporting 30 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
Preferred
Fluency in other languages preferred
Company
Rosewood Mansion on Turtle Creek
One of the most romantic hotels in Dallas, Rosewood Mansion on Turtle Creek® retains the intimate ambience of the private residence it once was.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase