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About the Role
As Director of Guest Experience, you will provide senior operational leadership across guest-facing departments, ensuring continuity of service during key trading periods and a consistent luxury guest experience across every touchpoint. You will orchestrate the daily flow of service, strengthen alignment between Rooms and Food & Beverage, and provide visible leadership when it matters most.
Responsibilities
- Provide senior operational leadership and coverage across the hotel during evenings and weekends.
- Maintain a strong and visible presence throughout the hotel, leading by example and ensuring operational issues are resolved promptly and effectively.
- Act as the key liaison between Rooms Division and Food & Beverage to support seamless service delivery across the guest journey.
- Lead cross-departmental briefings for VIP arrivals, events and peak occupancy periods.
- Monitor service standards, guest feedback and quality metrics, intervening where necessary to safeguard the guest experience.
- Support the delivery of agreed business objectives through effective cross-functional collaboration.
- Act as the senior operational lead in the absence of the Hotel Manager.
Requirements
- Bring senior operational experience within a luxury hotel environment.
- Have a strong understanding of Rooms and Food & Beverage operations, with experience across both disciplines highly desirable.
- Be a calm, credible and visible leader who is comfortable leading from the floor.
- Build strong relationships and can influence effectively across departments without relying on direct reporting lines.
- Demonstrate high levels of discretion and sound judgement when navigating operational and guest matters.
- Be fluent in Arabic and English, with the ability to communicate confidently with Arabic-speaking guests.
Skills
- Operational leadership
- Guest experience management
- Relationship building
- Influence
- Discretion
- Judgement
- Arabic fluency
- English fluency
Location
- London
- United Kingdom
Work Type
- Full-time
- Permanent
Experience Level
- Senior operational leadership
Benefits
- 12 complimentary room nights across The Rosewood Hotel portfolio
- Friends & family rates also available
- Discounts on Food & Beverage
- Flexible benefits app and monthly allowance
- 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
About the Company
- Rosewood Hotel Group is driven to create a future where people and place enrich one another.
- At The Chancery Rosewood, relationship hospitality defines how we operate.
- Rosewood Hotels & Resorts®, in partnership with renowned real estate developer Qatari Diar, has opened the brand’s second London property.
- The Chancery Rosewood is situated in the city's distinguished Mayfair district.
- The new hotel brings Rosewood Hotels & Resorts’ signature A Sense of Place® philosophy to life, drawing on the local sensibilities of the destination to shape the guest experience.
- The hotel showcases architecture restoration by British architect Sir David Chipperfield of David Chipperfield Architects and interiors by French architect Joseph Dirand.
Equal Opportunity
- We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them, and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.