Guest Experience & Communications Specialist

Rosewood Hotel Group; Greater London; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Complimentary room nights

Discounts on Food & Beverage

Benefits app with monthly allowance

Volunteer day

Parental leave (16 weeks)

Birthday day off

Developmental & social calendars

Life insurance

Enhanced sick pay

Job summary

The Chancery Rosewood in Mayfair seeks a Service Centre Associate to be the voice of the hotel, connecting guests with every department across telephone, digital and internal channels, delivering warmth, clarity and precision.

You will take ownership of guest requests from first contact to resolution, record preferences accurately, and uphold Rosewood standards while maintaining calm, guest-focused service.

Qualifications

• Warmth and genuine hospitality in guest interactions.
• Clear, professional communication across multiple channels.
• Ability to stay composed in a fast-paced environment.

Responsibilities

• Respond to guest enquiries across telephone, digital and internal channels with warmth and professionalism.
• Take ownership of guest requests from initial contact to resolution and follow up.
• Record guest preferences accurately and relay to relevant departments.
• Build knowledge of hotel services, outlets and experiences to assist guests.
• Handle guest concerns discreetly and coordinate appropriate resolutions.
• Maintain clear communication between departments to ensure seamless service.
• Uphold Forbes, LQA and Rosewood Brand Standards in every interaction.
• Complete departmental tasks accurately and to a high standard.
• Protect guest information and confidential hotel details at all times.
• Support Front Office and hotel operations as needed.

Skills

Connection

Guest-centricity

Influencing

Integrity

Drive

Adaptability

Job description

The Chancery Rosewood in Mayfair seeks a Service Centre Associate to be the voice of the hotel, connecting guests with every department across telephone, digital and internal channels, delivering warmth, clarity and precision.

You will take ownership of guest requests from first contact to resolution, record preferences accurately, and uphold Rosewood standards while maintaining calm, guest-focused service.