RWLGS - Floor Manager - Jacqueline

Rosewood Hotel Group; City of Westminster; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Room nights

F&B discounts

Benefits app

Volunteer day

Parental leave

Birthday leave

Development calendars

Life insurance

Sick pay

Job summary

The Chancery Rosewood in Mayfair, part of Rosewood Hotel Group, is seeking an inspirational Floor Manager to lead service on the dining floor. You will build genuine guest recognition, oversee the guest experience during service, and coach a high-performing team to deliver the Rosewood standard of excellence.

In this role you will brief the team, handle guest enquiries, train staff on Micros and reservations software, and contribute to cash handling and budgeting processes, upholding the

Qualifications

• Build genuine guest recognition across the outlet and develop knowledge of preferences, regulars, and VIPs.
• Take overall responsibility for the guest experience on the floor during service.
• Lead shift briefings and daily callings with clear communication of covers and priorities.
• Handle guest enquiries and complaints with courtesy and efficiency, escalating when needed.
• Train and support use of Micros and reservations software by the team.

Responsibilities

• Oversee service standards and ensure the dining experience reflects the property's care and quality.
• Manage floor operations in the absence of management with sound, guest-focused decisions.
• Support financial management including cashing out, float handling and budget-related tasks.
• Uphold operational protocols and Rosewood's service etiquette across all outlets.

Skills

Guest service

Team leadership

Shift management

Communication

Problem solving

Tools

Micros

Reservations systems

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.

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 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.