Guest Relations Associate

The Chancery Rosewood; Greater London; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

12 complimentary room nights acrossThe

Discounts on Food & Beverage

Flexible benefits app and monthlyallow

Volunteer day

Up to 16 weeks paid parental leave

Birthday day off

Enhanced sick pay

Job summary

The Chancery Rosewood in Mayfair invites applications for a Guest Relations Associate. You will be at the heart of the guest experience, delivering personalised service with warmth, confidence and genuine care in a luxury setting.

Join a team that thrives on building connections, anticipating needs, and exceeding expectations across dining, spa and hospitality spaces. This role focuses on relationship hospitality and memorable stays for every guest.

Qualifications

• Experience in luxury hospitality or guest relations preferred.
• Ability to build relationships and anticipate guest needs.
• Excellent communication and discretion.

Responsibilities

• Welcome guests with warmth and professionalism, reflecting luxury standards.
• Build meaningful relationships and personalise guest experiences.
• Coordinate guest requests with departments for timely service.
• Resolve guest concerns with empathy and good judgement.
• Maintain knowledge of hotel facilities and local area to offer recommendations.
• Communicate guest preferences across teams for seamless service.
• Uphold Forbes, LQA, and Rosewood Brand Standards.
• Support Front Office with administrative tasks as needed.

Skills

Guest relations

Customer service

Communication

Empathy

Adaptability

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 Guest Relations Associate, you are at the heart of the guest experience. You are often the first impression and the lasting memory, creating meaningful moments that transform a stay into something truly exceptional. This is more than a front office role; it is about Relationship Hospitality: understanding individual needs, anticipating expectations, and delivering personalised service with warmth, confidence, and genuine care. If you are passionate about luxury hospitality, thrive on building connections, and take pride in creating unforgettable experiences, we would love to hear from you.

Key Responsibilities

• Welcome guests with genuine warmth and professionalism, ensuring every arrival, interaction, and departure reflects the highest standards of luxury hospitality.
• Build meaningful relationships with guests throughout their stay, recognising preferences, anticipating needs, and creating personalised experiences that exceed expectations.
• Review and coordinate guest requests, ensuring they are actioned efficiently and followed through to completion while maintaining clear communication with all relevant departments.
• Take ownership of guest concerns and feedback, resolving issues with empathy, professionalism, and sound judgement to enhance guest satisfaction and loyalty.
• Maintain an in-depth knowledge of the hotel’s facilities, outlets, services, events, and local area, confidently providing personalised recommendations and assistance.
• Communicate effectively with colleagues across the hotel, ensuring guest preferences, special occasions, and important information are accurately shared and actioned.
• Uphold Forbes, LQA, and Rosewood Brand Standards in every interaction, consistently striving to exceed expectations rather than simply meeting them.
• Support the Front Office team with administrative and operational duties as required, contributing to a seamless and efficient guest journey.

About You

• Connection - You build genuine warmth with guests naturally, making every table feel personally attended to while working in close, trusted partnership with your colleagues to deliver a seamlessly coordinated service.
• Guest-Centricity - You have an instinct for exceptional service, understanding that every detail - from the placement of a glass to the timing of a course - contributes to an experience our guests will remember.
• Influencing - You communicate with confidence and ease, adapting your tone whether guiding guests through a menu, making a tailored recommendation, or coordinating with the kitchen under pressure.
• Integrity - You follow service standards consistently, take full responsibility for your section, and handle every guest interaction with discretion, care, and professionalism.
• Drive - You bring genuine energy to every shift, holding yourself to the highest personal standards, going the extra mile without being asked, and always looking for ways to improve.
• Adaptability - You stay composed and solutions-focused when the pace intensifies or priorities shift, adjusting seamlessly to meet the evolving needs of guests and the service 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
• Enhanced sick pay policy

Diversity & Inclusion

At 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 Rosewood

Rosewood 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.