Guest Experience Lead (Front of House)

Chartwells Independent; Greater London; On-site; GBP 54,000 - 56,000; Full time

Benefits offered by this job

Travel discounts

Pension scheme

Wellbeing program

Learning & development

WOW Awards

Paid day off

Job summary

Rapport Guest Services is seeking a Guest Services Manager to lead a team delivering front‑of‑house experiences, including reception and guest services for visitors, clients and colleagues. You’ll recruit and onboard a brand-new team, establish high standards from day one, and partner with stakeholders during a high‑impact transition as the company relocates offices.

The role focuses on coaching, process improvement, and building strong relationships, while shaping service delivery and ensuring

Qualifications

• Two years of leadership experience in a guest-facing or service-led environment.
• Strong understanding of HR and recruitment processes and best practices.
• Passion for developing people and supporting growth.
• Excellent communication skills to influence decisions and drive performance.

Responsibilities

• Build and maintain strong stakeholder relationships across levels to support seamless service.
• Identify and drive service enhancements to elevate guest journey and efficiency.
• Recruit, motivate, coach and develop your team to deliver best-in-class service.
• Champion the client brand by upholding standards, values and reputation.
• Monitor KPIs to assess guest satisfaction and operational performance.
• Collaborate with internal departments to resolve guest issues swiftly.
• Support recruitment and people processes including onboarding and development reviews.
• Facilitate feedback sessions to encourage continuous improvement and shared learning.
• Prepare monthly and quarterly operational reports on key metrics.

Skills

Leadership

HR knowledge

Recruitment

Communication

Team development

Tools

HR software

Job description

Rapport Guest Services is seeking a Guest Services Manager to lead a team delivering front‑of‑house experiences, including reception and guest services for visitors, clients and colleagues. You’ll recruit and onboard a brand-new team, establish high standards from day one, and partner with stakeholders during a high‑impact transition as the company relocates offices.

The role focuses on coaching, process improvement, and building strong relationships, while shaping service delivery and ensuring