Guest Relations Host

The Roof Gardens; Greater London; Hybrid; GBP 25,000 - 26,000; Full time

Benefits offered by this job

28 days holiday

Celebrate you day

Volunteering day

50% dining discount

Refer a Friend bonus

Team socials

Uniform & dry cleaning

Well-being support

Job summary

The Roof Gardens in London is seeking a warm, confident Guest Relations Host to join our Front of House team. You will create a seamless, personalised experience for Members and their guests, acting as a trusted contact and guiding enquiries from start to finish.

You’ll build genuine relationships, learn preferences, anticipate needs and help make every visit effortless. A highly organised, proactive attitude and excellent communication are essential.

Qualifications

• Previous hospitality/front of house experience.
• Experience within a Members Club, luxury hotel or premium hospitality environment is desirable.
• Naturally warm, welcoming and confident, with a genuine passion for hospitality.
• Excellent communication and relationship-building skills.
• Highly organised, proactive and solution-focused.
• Excellent memory and attention to detail.
• Calm and professional under pressure.
• Comfortable working across multiple teams in a fast-paced environment.
• Confident using technology and willing to learn new systems.
• Discreet, polished and professional at all times.
• A positive team player who genuinely enjoys creating exceptional experiences.

Responsibilities

• Welcome Members and guests with warmth, confidence and professionalism.
• Build genuine relationships with Members and remember names, preferences and interests.
• Provide knowledgeable information about the Club, restaurants, events, facilities and experiences.
• Assist with reservations, event bookings, tickets, Club App queries and special requests.
• Support VIP arrivals, hosted visits, inductions and special occasions.
• Take ownership of Member enquiries and ensure they are followed through to resolution.
• Work closely with all Club teams to provide seamless communication and service.
• Maintain excellent knowledge of daily Club activity, events, bookings and operational changes.
• Support busy services and large-scale events, including guest arrivals and management.
• Use SevenRooms and Salesforce accurately to support reservations and Member profiles.
• Communicate relevant Member preferences, feedback and interactions effectively.
• Identify issues proactively and find practical, solution-focused outcomes.
• Maintain high standards of presentation, discretion and confidentiality.
• Follow all Club, health & safety, security and operational procedures.

Skills

Hospitality

Front of House

Guest relations

Communication

Organised

Education

Experience in Members Club or luxury hospitality

Tools

SevenRooms

Salesforce

Job description

Contract: Permanent
Salary: Up to £18.50 Per hour

THE ROOF GARDENS

The Roof Gardens is a social club in the sky, 100 feet above the streets of Kensington. Close to an acre of private gardens with views across London to the horizon, The Roof Gardens is a new generation members club.

A place of escape, bursting with wildflowers, olive and mulberry trees, grassy lawns and hidden nooks. An Art Deco gem created in 1938, The Roof Gardens has a legendary legacy. The Roof Gardens’ community is united by open-mindedness, optimism and kindness, not defined by background.

The Role

We're looking for a warm, confident and highly personable Guest Relations Host to join our Front of House team.

This role is all about creating a seamless, personalised experience for our Members and their guests. You'll be a visible and approachable presence across the Club, acting as a trusted point of contact and taking ownership of enquiries from start to finish. You'll build genuine relationships with Members, learn their preferences, anticipate their needs and help make every visit feel effortless.

Key Responsibilities

• Welcome Members and guests with warmth, confidence and professionalism.
• Build genuine relationships with Members and remember names, preferences and interests.
• Provide knowledgeable information about the Club, restaurants, events, facilities and experiences.
• Assist with reservations, event bookings, tickets, Club App queries and special requests.
• Support VIP arrivals, hosted visits, inductions and special occasions.
• Take ownership of Member enquiries and ensure they are followed through to resolution.
• Work closely with all Club teams to provide seamless communication and service.
• Maintain excellent knowledge of daily Club activity, events, bookings and operational changes.
• Support busy services and large-scale events, including guest arrivals and management.
• Use SevenRooms and Salesforce accurately to support reservations and Member profiles.
• Communicate relevant Member preferences, feedback and interactions effectively.
• Identify issues proactively and find practical, solution-focused outcomes.
• Maintain high standards of presentation, discretion and confidentiality.
• Follow all Club, health & safety, security and operational procedures.

About You

• Previous experience in hospitality, Front of House, reception or guest relations.
• Experience within a Members Club, luxury hotel or premium hospitality environment is desirable.
• Naturally warm, welcoming and confident, with a genuine passion for hospitality.
• Excellent communication and relationship-building skills.
• Highly organised, proactive and solution-focused.
• Excellent memory and attention to detail.
• Calm and professional under pressure.
• Comfortable working across multiple teams in a fast-paced environment.
• Confident using technology and willing to learn new systems.
• Discreet, polished and professional at all times.
• A positive team player who genuinely enjoys creating exceptional experiences.
• Competitive salary above market rate
• 28 days holiday,plus an extra 'celebrate you day' & a paid voluteering day (increasing up to 33 days with each year of continuous service)
• 50% discount when dining in our restaurants
• Recognition vouchers awarded when your efforts are acknowledged by members
• Generous 'Refer a Friend' scheme up to £1,000
• Team socials to celebrate our successes
• Uniform and dry cleaning provided
• Access to Wagestream for financial well-being support
• 24/7 confidential well-being and mental health support via our Employee Assistance Program
• Growth opportunities, both personally and professionally
• Breakout spaces with showers, secure storage, and areas to relax with colleagues
• Company pension scheme
• Access to Hospitality Action benefits hub including eye Test vouchers

We are a community united by attitude, curiosity and optimism, not defined by background. We celebrate individuality and free expression. It doesn't matter where you have come from, it's where you are going. The Roof Gardens is a welcoming place of acceptance where growth is nurtured, experiences are shared, stories are exchanged and ideas are born.

If you'd like to join us on the next chapter of The Roof Gardens, we'd love to hear from you.