Luxury Guest Services Specialist — Multi-Channel

The Chancery Rosewood; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Complimentary room nights

F&B discounts

Benefits app and monthly allowance

Volunteer day

Parental leave 16 weeks

Birthday leave

Enhanced sick pay

Job summary

The Chancery Rosewood in Mayfair redefines luxury accommodations, housed in a building with storied history and renowned design. As a Service Centre Associate, you are the central link between guests and every hotel department, handling inquiries across phone, digital, and internal channels with warmth and precision.

Your role emphasizes relationship hospitality, ownership of guest requests, and ensuring each interaction reflects exceptional care and attentiveness in a fast-paced environment.

Qualifications

• Excellent guest-focused service mindset.
• Strong communication and listening skills.
• Able to work in a fast-paced environment.
• Demonstrates integrity and discretion.
• Proactive with ownership and responsibility.
• Adaptable with a solutions-focused approach.

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.
• Record and communicate guest preferences accurately to the right departments.
• Build knowledge of hotel services, outlets, wellness facilities and experiences.
• Handle concerns discreetly and coordinate timely resolutions.
• Maintain clear communication between departments for smooth operations.
• Uphold Forbes, LQA and Rosewood brand standards in every interaction.
• Complete tasks and training with accuracy and attention to detail.
• Protect guest information and confidentiality at all times.
• Manage multiple channels and changing priorities calmly.
• Attend departmental meetings and contribute to learning and development.
• Support Front Office and hotel operations as needed.

Skills

Relationship hospitality

Communication

Guest-centric service

Attention to detail

Discretion

Team collaboration

Job description

The Chancery Rosewood in Mayfair redefines luxury accommodations, housed in a building with storied history and renowned design. As a Service Centre Associate, you are the central link between guests and every hotel department, handling inquiries across phone, digital, and internal channels with warmth and precision.

Your role emphasizes relationship hospitality, ownership of guest requests, and ensuring each interaction reflects exceptional care and attentiveness in a fast-paced environment.