Rosewood London
Clienteling Manager
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OUR PURPOSE AND CULTURE
We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.
As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.
THE TEAM
As part of the Rooms Division, the Clienteling team is dedicated to creating meaningful guest connections and delivering exceptional experiences that embody Relationship Hospitality. Reporting to the Director of Clienteling and working closely with the Director of Rooms, this role collaborates with Front Office, Concierge, Butler Services, Food & Beverage, Quality Assurance, CRM, and Executive Office teams to ensure every guest journey is personalised, thoughtful, and memorable.
YOUR ROLE
As Clienteling Manager, you will play a pivotal role in cultivating and strengthening guest relationships through personalised service, bespoke experiences, and proactive engagement. You will support the Elevate programme, contribute to Moments of Magic initiatives, and serve as a visible presence throughout the hotel, ensuring guests feel recognised, valued, and connected. The role also supports guest recovery, quality assurance, and operational excellence, helping to deliver extraordinary experiences aligned with Rosewood’s brand standards and Relationship Hospitality philosophy.
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HOW YOU’LL MAKE THE PLACE
- Support and enhance the Elevate programme by creating meaningful guest relationships and exclusive personalised experiences.
- Curate and coordinate bespoke in-house and external gifting experiences that delight guests and strengthen loyalty.
- Build long-term relationships with first-time guests, regular guests, owners, VIPs, and other high-value guests through proactive engagement across the property.
- Champion guest recognition and Relationship Hospitality by maintaining a strong presence throughout the hotel and collaborating closely with operational teams.
- Drive service excellence through proactive guest recovery, quality assurance initiatives, and resolution of guest concerns.
- Partner with corporate CRM and hotel teams to design memorable guest experiences both within and beyond the hotel.
- Support operational departments with arrivals, departures, room preparations, guest orientations, and special requests while ensuring compliance with brand standards.
- Contribute innovative ideas to the Moments of Magic programme, creating memorable experiences that elevate the guest journey and support commercial success.
COULD THIS BE YOU?
- You are passionate about delivering exceptional guest experiences and creating meaningful, lasting relationships.
- You excel at engaging with a diverse range of guests and building trust through genuine, personalised interactions.
- You are highly collaborative and enjoy working across multiple departments to achieve shared goals.
- You have strong problem-solving skills and can confidently manage guest concerns with professionalism, discretion, and care.
- You demonstrate creativity and attention to detail when planning bespoke experiences, special occasions, and personalised guest moments.
- You thrive in a fast-paced luxury hospitality environment and maintain a visible, approachable presence throughout the guest journey.
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BENEFITS
- 31 days paid holidays per annum including Bank Holidays
- Discounts on Food & Beverage
- Company pension scheme and life assurance
- Private Medical Insurance
- Enhanced sick pay policy
- 12 complimentary room nights per year and F&B discount worldwide
- Up to 16 weeks paid parental leave
- Talent development opportunities
- Involvement in Corporate Social Responsibility programmes and wellbeing activities
OUR COMMITMENT TO YOU
At Rosewood Hotel Group, your voice is heard – and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them – and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.
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