Floor Manager - Jacqueline

Rosewood Hotel Group; Greater London; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Complimentary room nights

F&B discounts

Benefits app & monthly allowance

Give days

Parental leave

Birthday leave

Life insurance

Sick pay

Job summary

The Chancery Rosewood in Mayfair, London, seeks a Floor Manager to lead the food and beverage operation with visibility and authority on the floor. You will supervise service across outlets, ensuring the property’s exceptional standards of Relationship Hospitality are delivered with warmth and care.

You will steer guest recognition, supervise shifts, and support staff training while using Micros and reservations software.

Responsibilities

• Build guest recognition across the outlet and deliver personalised experiences.
• Take overall responsibility for guest experience on the floor during service.
• Lead shift briefings and daily callings to energise the team.
• Handle guest enquiries and complaints with courtesy and escalate to senior management when needed.
• Support the training and confident use of Micros and reservations software.
• Assume full supervisory responsibility for the floor in the absence of management.
• Contribute to budget processes with accuracy and accountability.

Skills

Guest-centricity

Leadership

Communication

Adaptability

Tools

Micros

Reservations software

Job description

The Chancery Rosewood is redefining luxury in Mayfair, housed in the former U.S. Embassy and reimagined by Sir David Chipperfield. With 144 suites by Joseph Dirand and a collection of dynamic dining and bar spaces, it’s a place where experiences are curated, conversations flow, and every detail matters.As a Floor Manager, you will be a critical and visible figure at the heart of our food and beverage operation — trusted by your team, relied upon by senior management, and committed to delivering the exceptional standards of Relationship Hospitality that define The Chancery Rosewood. Working across our outlets with flexibility and confidence, you will take full supervisory responsibility during service, ensuring every guest interaction and every moment on the floor reflects the quality, care, and warmth the property is known for.Key Responsibilities• Build genuine guest recognition across the outlet, developing knowledge of preferences, regular visitors, and VIP requirements to deliver a consistently personalised and anticipatory experience.• Take overall responsibility for the guest experience on the floor during service — monitoring standards, intervening where needed, and ensuring every aspect of the dining experience reflects the care and quality the property is known for.• Lead shift briefings and Daily Callings with purpose and clarity, communicating covers, priorities, and service focus points in a way that energises the team and leaves no room for ambiguity.• Handle all guest enquiries and complaints with courtesy and efficiency, taking personal ownership of resolution and escalating to senior management where required.• Support the training and confident use of systems including Micros and reservations software, equipping the team to operate these tools accurately as part of standard service practice.• Assume full supervisory responsibility for the floor in the absence of the management team, making sound decisions that protect the guest experience and reflect the values of the property.• Support the financial management of the outlet, including cashing out, float management, and contributing to budget processes with accuracy and accountability.• Uphold operational protocols, behavioural standards, and service etiquette without compromise, acting as a trusted standard-bearer for Rosewood’s culture of excellence.About You• Connection — You build genuine rapport with guests and colleagues, fostering a collaborative and motivated team environment. You invest in understanding the people around you — their preferences, their strengths, and their development — and lead with warmth, trust, and care.• Guest-Centricity — You place the guest at the heart of every decision, taking personal pride in the standard of experience delivered under your watch. You approach every cover with the same preparation and precision, and you take ownership when something falls short.• Influencing — You communicate clearly and confidently, whether briefing your team, engaging with a guest, or responding to a last-minute change. You develop genuine knowledge of the full F&B offering and use it to inspire confidence and enthusiasm in those around you.• Integrity — You act with consistency and purpose, upholding Rosewood’s values and taking responsibility for your actions. You hold the team to the right standards — fairly and constructively — and handle sensitive information with professionalism and discretion.• Drive — You bring focus and energy to every shift, approaching your role as a leader who sets the standard rather than simply maintaining it. You are proactive about your own development and committed to the continuous improvement of the outlet and its team.• Adaptability — You remain calm and solution-focused when priorities shift or the unexpected arises. You adapt fluidly across different outlets, service formats, and operational demands, maintaining the same quality of leadership and care in every environment.What we can offer you• 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• Developmental & social calendars• Life insurance• Enhanced sick pay policyDiversity & InclusionAt Rosewood, we are committed to equity, inclusion, and belonging. We ensure a fair, transparent hiring process and are dedicated to creating opportunities for all, regardless of background.About RosewoodRosewood Hotel Group is built on relationship hospitality—where genuine connections shape luxury experiences. Across our hotels, we push boundaries, embrace individuality, and create spaces that feel both welcoming and extraordinary.