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Role
We are currently looking for a Front Desk Manager to join our Rooms Division leadership team at Rosewood London.
The Front Desk Manager is responsible for leading the Front Desk operation and ensuring that every guest experience is delivered with warmth, confidence and attention to detail. With a strong presence in the lobby and across the hotel, this role plays a key part in creating meaningful guest interactions, supporting smooth arrivals and departures, and strengthening Rosewood’s philosophy of Relationship Hospitality. The role also works closely with the wider Front of House and operational teams to support guest engagement, quality assurance, guest recovery and memorable in-house experiences.
Key expectations of this role
- Lead, support and develop the Front Desk team to deliver an intuitive, polished and consistent guest experience.
- Maintain a strong lobby presence during key operational periods, engaging with guests and supporting the team where needed.
- Oversee arrivals, departures, check-ins and check-outs, ensuring Rosewood brand standards are consistently met.
- Build genuine relationships with first-time guests, regular guests, VIPs and high-value guests, supporting personalised experiences throughout their stay.
- Work closely with Front of House leaders and operational departments to coordinate guest movements, room setups, special requests and guest recovery.
- Support quality assurance by identifying guest concerns, following up on service glitches and ensuring appropriate recovery is delivered.
- Contribute to initiatives that enhance the overall guest experience, including moments of recognition, special occasions and memorable experiences.
- Act as a brand ambassador for Rosewood London, modelling our culture, values and commitment to Relationship Hospitality.
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Profile
- Previous experience at managerial level within an upscale, high-volume front of house environment.
- A confident leader with the ability to coach, motivate and develop a team.
- Excellent attention to detail, with a genuine passion for delivering exceptional guest experiences.
- Strong communication and stakeholder management skills, with the ability to work collaboratively across departments.
- A calm, professional and solutions-focused approach in a fast-paced, high-volume environment.
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All our associates have the opportunity to live by our guiding philosophy which captures the essence of our culture RELATIONSHIP HOSPITALITY. Heartfelt interactions are our lifeblood. A desire to build genuine, rewarding and lasting relationships with everyone we meet comes naturally to us – it’s our Calling.
Benefits
- 31 days paid holidays per annum including Bank Holidays
- Company pension scheme and life assurance
- Private Medical Insurance
- 12 complimentary room nights per year and F&B discount worldwide
- Talent development opportunities
- Involvement in Corporate Social Responsibility programmes and wellbeing activities
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