Service Centre Associate

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, 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 Service Centre Associate, you are the voice of The Chancery Rosewood and the central connection between our guests and every department across the hotel. Working across telephone, digital and internal communication channels, you will ensure each interaction is handled with warmth, clarity and precise efficiency.

This is more than answering calls or processing requests. It is about Relationship Hospitality: listening carefully, anticipating needs, taking ownership and ensuring that no guest request is ever lost, delayed or handled with anything less than exceptional care. If you communicate with confidence, remain composed in a fast-paced environment and take pride in making every interaction feel personal, we would love to hear from you.

Key Responsibilities

• Respond to guest enquiries and requests across telephone, digital and internal communication channels with genuine warmth, attentiveness and professionalism.
• Take ownership of every guest request from initial contact through to resolution, following up proactively and ensuring no request is left outstanding.
• Accurately record and communicate guest preferences, requests and relevant information to the appropriate departments.
• Build a thorough knowledge of the hotel’s services, room features, food and beverage outlets, wellness facilities, promotions and guest experiences.
• Handle guest concerns and feedback with discretion and care, investigating issues and coordinating appropriate resolutions in line with hotel procedures.
• Maintain clear, accurate and timely communication between departments, supporting a seamless flow of information across the hotel.
• Uphold Forbes, LQA and Rosewood Brand Standards consistently throughout every guest and colleague interaction.
• Complete departmental tasks, checklists and special assignments accurately and to the highest standard.
• Protect guest information, preference data and confidential hotel details at all times.
• Manage multiple communication channels, simultaneous requests and changing priorities while maintaining a calm, organised and guest-focused approach.
• Attend departmental meetings and training sessions, contributing actively to continuous learning and development.
• Support the wider Front Office and hotel operation as required by the needs of the business.

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.