EXPERT VOICES: BRESI CEO and Founder Jason Payne puts the questions to Gavin Graham Senior Director Global Residential Operations. Rosewood Hotel Group
JP: Thanks for taking the time for this interview, Gavin. Could you start by sharing a bit about your background, your tenure at Rosewood, and what a typical day looks like as Senior Director of Global Residential Operations?
GG: I’ve worked in the hospitality industry for over 25 years, starting out in independent luxury hotels in Ireland before progressing through global brands from Hyatt and Belmond. I’ve had experience across all major departments in the hospitality world, spanning Food & Beverage, Guest Experience, and corporate roles, and I’ve loved the variation – it’s given me a depth of knowledge and a broad operational perspective which is invaluable in my current role.
Now, I lead global residential operations at Rosewood Hotel Group, overseeing the direction and standards for our growing portfolio of branded residences.
No two days are the same in this role. I work closely with teams across design, development, and on-site operations to ensure we deliver exceptional service and brand-led living experiences. Rosewood already sets a benchmark in luxury residential hospitality, and my focus is on building upon that strong foundation – enhancing operational excellence and continuing to deliver the quality and thoughtfulness our residents expect.
JP: Rosewood Residences are situated in some of the world’s most prestigious locations. What are the standout features of your current portfolio that set these residences apart?
GG: We have an unwavering commitment to our “A Sense of Place®” philosophy, which allows us to ensure every detail is curated to inspire enriched living for our residents. This starts with the location selection and design process, where our teams carefully craft homes that celebrate the unique heritage and lifestyle of each location through close collaboration with leading architects, designers, and developers.
As we welcome residents into their homes, our goal is to elevate their experience even further, drawing on our decades of exceptional personalized service, ensuring that each interaction embodies that quintessential ‘Rosewood’ spirit through authentic relationship hospitality.
Rosewood Residences Beverly Hills, our first standalone residential project, is a great example of this. It offers a collection of 17 ultra-luxury homes designed by acclaimed architect Thomas Juul-Hansen, complemented by exclusive amenities such as a 50-foot pool, rooftop bar, dedicated Butler Service, and a rotating art program—all reflecting Rosewood’s signature personalized hospitality.
Across the portfolio, we strive to provide similarly bespoke experiences and amenities that create meaningful connections between residents and their communities.
JP: Are there specific locations Rosewood is targeting for future residences, and what key criteria do you prioritise when selecting a project’s location?
GG: The full Rosewood portfolio includes some of the world’s most desirable locations, from iconic urban centers like The Carlyle in New York to tranquil resort settings such as Little Dix Bay in the British Virgin Islands.
For Rosewood Residences, we carefully select our locations, focusing on destinations that blend cultural vibrancy with exceptional real estate potential. Historically, demand has been seen in North America and Asia, but we are seeing increasing interest in new global centres.
Most recently, we announced Rosewood Residences Dubai, part of a landmark development in one of the city’s most prestigious waterfront districts, reflecting our expansion into the Middle East and our commitment to thoughtfully curated growth.
When evaluating new opportunities, we prioritise locations that align with our A Sense of Place® philosophy, where we can deliver emotionally resonant living experiences anchored in authenticity, design excellence, and world-class service.
JP: Do you have any exciting upcoming launches that you could give me a sneak overview of?
GG: There are exciting developments on the horizon for Rosewood Residences. This year marks a major milestone for us with the announcement of our entry into the Middle Eastern market through Rosewood Dubai, a highly anticipated addition to our global portfolio.
We’ve also seen our first standalone residential development open this year, Rosewood Residences Beverly Hills. Additionally, we’re expanding our presence in California wine country with the launch of Rosewood Calistoga and Rosewood Residences Calistoga – both set in an incredibly special location.
We have many more exciting announcements to come in key regions, including Asia and the Middle East, however, our next standalone residential openings, Rosewood Residences Lido Key and Rosewood Residences Turtle Creek, will be coming in the next 12 months.
JP: How important is residential to Rosewood’s overall growth strategy?
GG: Residential is a cornerstone of Rosewood’s long-term growth strategy, and the recent appointment of Jenni Benzaquen as Senior Vice President of Residential, Global, underscores the importance of this segment to the brand’s future. As today’s buyers increasingly seek more than just beautifully designed homes, desiring a lifestyle that blends privacy, cultural connection, and intuitive service. Rosewood is perfectly positioned to meet that demand.
Looking ahead, we see exceptional potential in the branded residences space and are accelerating our global expansion to meet continued demand. From urban centers to resort destinations, our focus is on creating residences that are distinguished by masterful design and remarkable locations.
Branded residential living will continue to be a key priority as we evolve to meet the needs of a new generation of luxury homeowners.
JP: How active is Rosewood in the standalone residences market, and what drives your approach in this segment?
GG: Rosewood is increasingly active in the standalone residences market, which has become a strategic focus in response to growing demand for luxury living experiences that extend well beyond a hotel stay. Our approach in this segment is driven by a desire to create homes that offer not just exceptional design and intuitive service, but also something more enduring – a true sense of ownership and belonging.
While both our hotels and residences reflect Rosewood’s commitment to personalized service, our standalone residences provide a unique lifestyle that transforms the Rosewood experience into a permanent way of life, existing even in cities where there may be no other Rosewood presence, as seen in Beverly Hills.
These properties allow residents to immerse themselves in the brand’s signature A Sense of Place® philosophy while enjoying the exclusivity and intimacy of private ownership.
As we continue to grow our residential footprint globally, standalone projects will remain a vital part of our strategy, offering us the opportunity to bring the Rosewood experience to new destinations and a new generation of homeowners.
JP: Standalone residences often spark debate, with some industry voices arguing they don’t fully offer the true branded residences experience. How confident are you that Rosewood’s standalone projects deliver the authentic Rosewood experience for homeowners?
GG: We’re confident that our standalone residences fully embody the authentic Rosewood experience. While they may not be physically connected to a hotel, they are deeply rooted in the same brand values that define all Rosewood properties – particularly our commitment to personalized service, exceptional design, and our A Sense of Place®philosophy.
In fact, standalone residences offer a unique opportunity to transform the Rosewood experience into a permanent way of life, in any location. It’s important to note that we are careful not to just simply extend hotel services into a residential setting. Instead, we design around the lifestyle of our residents
We’ve curated this in our Rosewood Residences Beverly Hills property through our Residential Butler Service. Overseen by the House Manager, our dedicated butlers provide discreet, intuitive support—from day-to-day household coordination to personalized assistance while residents are traveling. It’s a seamless extension of Rosewood’s legendary hotel service, thoughtfully reimagined for the home.
JP: Having worked in the branded residences sector for 15 years, I’ve seen significant positive changes, but developers continue to cite lengthy contract negotiations as a major challenge for them—sometimes taking up to two years. What would you say is the average contract negotiation time with Rosewood, and how would you address developers’ concerns about prolonged discussions?
GG: Compared to hotel agreements, residential projects generally move at a faster pace. While some hotel contracts can take years to finalise, residential, particularly standalone projects, typically take about half that time. We’re confident in the value Rosewood brings to these projects, which allows us to be selective in the partners we choose.
Our approach is not about scale or speed for the sake of rapid expansion, but about thoughtful, strategic growth. By working with partners who share our values and vision, the negotiation process tends to be more efficient and productive, even if it requires careful consideration.
JP: Developers are extremely entrepreneurial, investing significant resources and passion into their projects. How does Rosewood work with developers to align their vision with the brand’s standards and expectations?
GG: We look for like-minded partners who share our values and passion for quality. We don’t put our name on just anything. Alignment is essential, and that means our development, brand, and operations teams work hand in hand with our partners from the start.
Listening is a big part of that too; developers know their markets, and we bring our expertise in luxury lifestyle and ownership. That combination makes the projects stronger.
We also invest significant time in onboarding owners, their teams, and sales staff so they’re fully immersed in the Rosewood brand. That shared understanding and brand engagement are key to creating projects that are authentic, true to our vision, and deeply relevant to each market.
JP: If a property developer is reading this interview, what are the key benefits for them to partner with Rosewood, to develop residences?
GG: Our hotel brand has also become synonymous within the luxury lifestyle segment through the extraordinary experiences we create and our highly personalized service we deliver, qualities that naturally extend to our residential projects.
Partnering with Rosewood provides real differentiation in what is a very competitive market. Our brand carries global recognition and prestige, which not only elevates the position of a development but also builds buyers’ confidence.
Many of our hotel guests and residential owners are highly loyal to Rosewood, and that community is often a strong source of pre-sales momentum.
Equally important, we take a long-term approach. We don’t simply lend our name, we bring operational, design, and brand expertise, along with ongoing engagement that projects and enhances the value of a project. And because we are selective about the opportunities we pursue, our partners know they’re part of a very thoughtful and intentional growth strategy.
The benefit of working with Rosewood is a true partnership, one that combines a globally respected brand with a collaborative approach to create projects of lasting significance.
JP: Rosewood’s “A Sense of Place” philosophy emphasises cultural authenticity. How do you ensure that each residence reflects the unique character of its location while maintaining the brand’s global standards?
GG: At Rosewood, our Sense of Place® philosophy ensures that every aspect of the design — from architecture to amenities — is deeply connected to the unique qualities of each location. Our residences are crafted to reflect and celebrate the history, culture, and natural beauty of their environments, offering owners a rare opportunity to experience true luxury in iconic locales.
At the same time, we uphold the brand’s global standards of exceptional service, craftsmanship, and refined living.
A prime example is Rosewood Residences Dubai, situated on Jumeirah Beach with breathtaking views of the city’s skyline and situated within the new Peninsula Dubai masterplan. The design seamlessly integrates its beachfront setting and incorporates subtle tributes to local culture, while offering residents tailored amenities, including 24-hour concierge services, a spa, and a private cinema.
This careful balance of contextual design and world-class service exemplifies Rosewood’s commitment to delivering a lifestyle that is both authentically local and globally distinguished.
JP: How does Rosewood apply its hotel expertise to enhance the residential experience, particularly in terms of services and amenities for homeowners?
GG: Rosewood applies its deep hotel expertise to enhance the residential experience by offering signature services and amenities that homeowners have come to expect across our portfolio. This includes 24-hour concierge support, housekeeping and turndown service, in-residence dining with private chefs, personal training and spa services, and thoughtfully curated indoor and outdoor living environments tailored for comfort and connection.
Many of our buyers are drawn to Rosewood because they already have a strong affinity for the brand. They’re looking for a trusted name that delivers elevated living, paired with tailored amenities and thoughtful service.
What they value most is confidence in the experience we bring—knowing their residence will feel deeply connected to its location, yet supported by the consistency and care of a globally respected luxury brand.
JP: Is there a typical Rosewood Residences buyer profile, and if so, what are the primary reasons they choose to purchase a Rosewood property?
GG: While there isn’t a single profile, Rosewood Residences owners are most often loyal guests who have already experienced the brand’s distinctive style of hospitality. In fact, around 75% of our owners first chose to purchase after staying at a Rosewood property, drawn by the confidence that comes with knowing they are investing in a brand renowned for its signature service and unmatched hospitality.
Many discover the opportunity while vacationing—at Rosewood Mayakoba, nearly half of the owners were first introduced in this way, which reflects the deeper motivation behind ownership: the desire to make the sense of belonging, connection to place, and elevated lifestyle of Rosewood a lasting part of their lives.
JP: And finally, what are some of the key ownership benefits that homeowners enjoy when purchasing a Rosewood Residence?
GG: Owners are invited into the world of Rosewood, making them feel part of the fabric of our brand and a larger community. Ownership at a Rosewood Residence is further enhanced by the Rosewood Reserve program – an exclusive members-only offering that provides VIP treatment and a host of privileges across the Rosewood portfolio.
From preferred room rates and complimentary upgrades to special dining and spa discounts, 24-hour check-in/check-out, and priority reservation assistance, owners enjoy a seamless extension of the Rosewood lifestyle worldwide.
Complementing these benefits, dedicated property management services ensure the ongoing care, security, and upkeep of each home – even in the owner’s absence – underscoring Rosewood’s commitment to both exceptional service and long-term value.
JP: Thank you Gavin, is there anything else you would like to add?
GG: Thank you Jason. I think if I were to add anything, it would be that the transition from hotel operations to residential operations has been an incredible journey for me personally. While there are similarities between our hotel guests and our owners, their expectations differ significantly. Hotel guests typically stay with us for a short period of time and often arrive with a clear sense of what to expect.
With our homeowners, it’s an entirely different relationship. It’s long-term and rooted in a deeper understanding of how they want to live, what they value, and how they want to experience their homelife. Supporting that required a different skill set, one that goes beyond service, focusing on building trust and connection over time.
That’s why finding the right talent and nurturing them through our culture and training is so critical. At the end of the day, it’s our people who truly make the place. They are the ones who ensure our residents feel supported, both in their investment and in the lifestyle they’ve chosen with Rosewood.
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