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 Reservations Agent at The Chancery Rosewood, you will be the first point of contact for guests seeking to experience one of London’s most exceptional new luxury properties. You will play a vital role in converting every enquiry into a confirmed booking, bringing warmth, professionalism, and a thorough knowledge of our offering to each interaction — and ensuring that every reservation is handled with the precision and care that defines Rosewood’s Relationship Hospitality philosophy.
Key Responsibilities
- Respond to all telephone enquiries in an engaging manner, adhering to the hotel’s call standards, with the aim of converting every enquiry into a confirmed booking.
- Respond to email enquiries within six hours of receipt, using grammatically correct English, free from spelling mistakes, and in line with the hotel’s communication standards.
- Process reservations received from wholesale and online travel agents accurately and in a timely manner, ensuring all relevant details are captured and inputted correctly into the property management system.
- Ensure a valid method of payment is secured for all reservations, alerting the management team to any potential payment issues promptly and enforcing cancellation policies with accuracy.
- Maintain a thorough knowledge of the hotel’s product, services, rates, and terms and conditions — using this expertise to inform, upsell, and create confidence in every guest interaction.
- Conduct daily arrivals checks for future dates, verifying that all reservations have been inputted correctly and that the relevant information is in place to ensure every guest enjoys a seamless stay.
- Maintain a working knowledge of the Opera property management system and the Synxis central reservation system, as well as OTA and wholesale extranet sites, using these tools confidently and accurately.
- Identify new corporate contacts or agents engaging with the hotel and proactively pass these leads to the Sales team, contributing to the growth of the hotel’s business pipeline.
- Actively promote and support Rosewood Impacts, our commitment to sustainable practices and circular hospitality, embedding responsible thinking into the way you work every day.
About You
- Connection — You build genuine rapport with guests and colleagues alike, approaching every interaction with warmth, attentiveness, and a sincere desire to create an exceptional experience from the very first point of contact.
- Guest-Centricity — You understand that the reservation is the beginning of the guest journey. You take pride in ensuring every detail is correct, every expectation is set with care, and every guest feels that their stay at The Chancery Rosewood will be truly extraordinary.
- Influencing — You communicate with confidence and clarity, using your knowledge of the hotel’s offering to inspire confidence in guests and convert enquiries into bookings — while collaborating seamlessly with Guest Relations, Accounts, and Sales.
- Integrity — You handle sensitive guest and company information with absolute discretion, adhere to policies and procedures without compromise, and take personal responsibility for the accuracy and completeness of every reservation you process.
- Drive — You bring focus and enthusiasm to every shift, taking ownership of your work, keeping pace with the demands of a busy reservations operation, and continuously developing your knowledge of the hotel and its systems.
- Adaptability — You manage competing priorities with composure, adapting to changing volumes and shifting demands while maintaining the highest standards of accuracy and guest communication throughout.
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.
