Guest Experience Leader: Elevate Service & WOW Moments

Chartwells Independent; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Rapport benefits

Job summary

Rapport Guest Services is a multi‑award-winning provider within Compass Group UK&I, seeking a Service Excellence Manager to lead our award‑winning team and elevate the guest experience beyond expectation.

You’ll be the face of the reception, inspiring and coaching colleagues, partnering with clients and stakeholders, and delivering warm, elevated interactions every day. This role is Monday to Friday, 40 hours, with a salary of £45,000 per annum plus performance bonus.

Qualifications

• Proven leadership in service-led environments such as guest experience, hospitality, workplace and luxury settings.
• Genuine passion for memorable experiences and creating meaningful human connection.
• Collaborative, emotionally intelligent style that brings people together.
• Confidence in fast-paced, visible roles where every interaction counts.
• Exceptional attention to detail with a natural instinct for anticipating needs.
• The ability to inspire and energise others while bringing positivity to every day.

Responsibilities

• Create a standout workplace experience that feels polished, welcoming and genuinely engaging for colleagues, visitors and stakeholders.
• Lead from the front to deliver warm, elevated interactions that set the tone for the entire space.
• Inspire and develop your team through coaching, confidence-building and visible, hands-on leadership.
• Build meaningful relationships across the business, becoming a trusted and recognisable presence.
• Spot opportunities to elevate service and continuously refine how the workplace experience is delivered.
• Create a connected, valued environment where people feel welcomed, supported and proud to be part of the community.
• Embed a culture of accountability with high standards, ownership and a commitment to constant improvement.

Skills

Leadership

Guest experience

Hospitality

Emotional intelligence

People management

Job description

Rapport Guest Services is a multi‑award-winning provider within Compass Group UK&I, seeking a Service Excellence Manager to lead our award‑winning team and elevate the guest experience beyond expectation.

You’ll be the face of the reception, inspiring and coaching colleagues, partnering with clients and stakeholders, and delivering warm, elevated interactions every day. This role is Monday to Friday, 40 hours, with a salary of £45,000 per annum plus performance bonus.