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 Assistant Chief Concierge, you will play a key role in delivering extraordinary, insider-led guest experiences while supporting the day-to-day leadership of the Concierge team. Working closely with the Chief Concierge, you will help ensure the team is recognised as the finest source of knowledge, access, and expert advice on London. Combining a passion for luxury hospitality with strong leadership and operational expertise, you will inspire the team to create personalised, memorable experiences while maintaining the highest service standards and embodying Rosewood's philosophy of Relationship Hospitality.
Key Responsibilities
- Support the Chief Concierge in overseeing the daily operation of the Concierge department, ensuring seamless service delivery and exceptional guest experiences.
- Inspire, motivate, and develop the Concierge team, creating a positive, collaborative, and high-performing working environment.
- Ensure Forbes, LQA, and Rosewood Brand Standards are consistently upheld across all Concierge interactions and guest touchpoints.
- Respond to guest requests with creativity, expertise, and genuine warmth, delivering tailored recommendations and personalised experiences.
- Build and maintain strong relationships with suppliers, partners, and local contacts to secure exclusive access and unique experiences for guests.
- Collaborate closely with Front Office and other hotel departments to ensure a seamless and connected guest journey throughout the property.
- Support recruitment, training, coaching, and performance development initiatives to continually enhance team capability and service excellence.
- Continuously research London's latest cultural, dining, entertainment, and lifestyle offerings, ensuring recommendations remain current and distinctive.
- Assist with departmental administration, scheduling, and operational planning to ensure efficient team performance and staffing levels.
- Handle guest feedback and service recovery professionally, taking ownership of concerns and delivering effective solutions.
- Ensure all Concierge systems, procedures, and operational standards are consistently followed and maintained.
- Maintain the highest levels of confidentiality regarding guest information, associate matters, and business operations.
- Ensure compliance with all health and safety, fire safety, and departmental procedures at all times.
About You
- Connection — You contribute warmly to a collaborative team environment, supporting colleagues across departments and approaching every shift with a helpful, flexible attitude.
- Guest-Centricity — You understand that a guest's overnight experience is shaped by the unseen care behind it. You take pride in the detail and quality of your work, knowing your contribution is central to a five-star stay.
- Influencing — You take onboard feedback from guests and management with openness and a genuine desire to improve, sharing learnings with those around you to raise the collective standard of the team.
- Integrity — You uphold housekeeping protocols, COSHH regulations, and health and safety procedures without compromise, handling confidential guest information with the utmost discretion at all times.
- Drive — You bring focus and thoroughness to every suite you service, taking full ownership of your allocated areas and consistently meeting the high standards expected of a Rosewood property.
- Adaptability — You remain calm and efficient throughout the night, adjusting to shifting priorities and guest needs with a composed, solution-focused approach and a commitment to never letting standards slip.
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.
