Director of Guest Experience

The Chancery Rosewood; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

12 complimentary room nights across RO

Discounts on F&B

Benefits app & monthly allowance

Give days - volunteering day

Up to 16 weeks paid parental leave

Birthday day off

Life insurance

Enhanced sick pay

Job summary

The Chancery Rosewood invites a senior hospitality leader to drive guest experience across luxury rooms, F&B, and related services. You will provide visible on-floor leadership, ensuring continuity of service during evenings and weekends and maintaining a consistently high standard of guest care.

Based at the heart of the hotel, you will coordinate closely with the Hotel Manager, Managing Director, and Heads of Rooms and F&B to elevate the guest journey and respond with urgency to any

Qualifications

• Senior operational experience within a luxury hotel environment.
• Experience across Rooms and Food & Beverage operations.
• Calm, credible, visible leadership on the floor.
• Strong relationships and influencing across departments without direct reporting lines.
• Discretion and sound judgement in guest and operational matters.
• Fluency in Arabic and English to communicate with Arabic-speaking guests.

Responsibilities

• Provide senior operational leadership across hotel guest-facing departments during evenings and weekends.
• Act as key liaison between Rooms Division and Food & Beverage to ensure seamless service.
• Lead cross-departmental briefings for VIP arrivals, events and peak occupancy periods.
• Monitor service standards, guest feedback and quality metrics and intervene to safeguard the guest experience.
• Serve as senior operational lead in the absence of the Hotel Manager.

Skills

Senior leadership

Hospitality ops

Rooms & F&B knowledge

Leadership presence

Relationship building

Arabic & English fluency

Job description

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

At The Chancery Rosewood, relationship hospitality defines how we operate. As Director of Guest Experience, you will work in close partnership with the Hotel Manager and Managing Director, and collaboratively with the Director of Food & Beverage and Director of Rooms, to ensure operational cohesion across the hotel.

YOUR ROLE

As Director of Guest Experience, you will provide senior operational leadership across our guest-facing departments, ensuring continuity of service during key trading periods and a consistent luxury guest experience across every touchpoint.

Positioned at the centre of the operation, you will orchestrate the daily flow of service, strengthen alignment between Rooms and Food & Beverage, and provide visible leadership when it matters most.

Working Wednesday to Sunday from 3pm onwards, you will provide senior evening and weekend leadership across the hotel.

HOW YOU’LL MAKE THE PLACE

• Provide senior operational leadership and coverage across the hotel during evenings and weekends.
• Maintain a strong and visible presence throughout the hotel, leading by example and ensuring operational issues are resolved promptly and effectively.
• Act as the key liaison between Rooms Division and Food & Beverage to support seamless service delivery across the guest journey.
• Lead cross-departmental briefings for VIP arrivals, events and peak occupancy periods.
• Monitor service standards, guest feedback and quality metrics, intervening where necessary to safeguard the guest experience.
• Support the delivery of agreed business objectives through effective cross-functional collaboration.
• Act as the senior operational lead in the absence of the Hotel Manager.

COULD THIS BE YOU?

• You bring senior operational experience within a luxury hotel environment.
• You have a strong understanding of Rooms and Food & Beverage operations, with experience across both disciplines highly desirable.
• You are a calm, credible and visible leader who is comfortable leading from the floor.
• You build strong relationships and can influence effectively across departments without relying on direct reporting lines.
• You demonstrate high levels of discretion and sound judgement when navigating operational and guest matters.
• You are fluent in Arabic and English, with the ability to communicate confidently with Arabic-speaking guests.

OUR BENEFITS

• 12 complimentary room nights across The Rosewood Hotel portfolio (friends & family rates also available)
• Discounts on Food & Beverage
• Flexible benefits app and monthly allowance to spend on whatever you like
• Give days - A paid volunteering day of leave annually
• Up to 16 weeks paid parental leave
• Birthday day off - A paid day of leave for your birthday
• Life insurance
• Enhanced sick pay policy

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.