Guest Services Manager

We are now seeking a Guest Services Manager to join our team. This role is central to the overall performance of the Guest Services department, driving the guest arrival and departure experience at the highest level while leading, developing and inspiring a passionate team.
About the role
As Guest Services Manager, you will take full ownership of Guest Services operations including the door team and luggage associates, setting the standard for service excellence and ensuring every guest interaction reflects the Relationship Hospitality The Chancery Rosewood is known for. You will partner closely with senior Front of House leadership to shape strategy, develop your team and continuously elevate the guest experience.
Key responsibilities
Lead and manage all aspects of Guest Services operations, including arrivals, departures and guest requests
Set, embed and maintain service standards, procedures and brand values across the department
Drive the recruitment, training, coaching and performance development of the Guest Services team, such as doorpersons and luggage associates
Take ownership of guest feedback, resolving complex situations with professionalism, empathy and sound judgement
Build and maintain strong relationships with Front Office, Concierge and all hotel departments
Analyse departmental performance, identify opportunities for improvement and implement initiatives that enhance the guest experience
Support the Front Office leadership team in strategic planning and day-to-day operations
About you
Proven experience in a Guest Services or Front Office leadership role within a quality hotel environment
A track record of managing, developing and motivating a team to deliver exceptional results
Commercially minded with a strong understanding of guest experience metrics and operational performance
An exceptional communicator with the gravitas to influence at all levels
Calm and decisive under pressure, with a solutions-focused and forward-thinking approach
Deeply passionate about service excellence, relationship hospitality and creating memorable guest experiences
What we offer
The opportunity to be part of an iconic London hotel
A supportive, people-first culture
Ongoing training and development with Rosewood Hotel Group
Competitive salary and benefits
Clear opportunities for career progression within Front Office and Rooms
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.