Guest Experience & Operations Leader

Chartwells Independent; Greater London; On-site; GBP 49,000 - 60,000; Full time

Benefits offered by this job

Travel discounts

Life assurance

Pension scheme

Wellbeing programs

Learning & development

WOW Awards

Paid day off

Job summary

Rapport Guest Services is seeking a Guest Services Manager to lead a 16‑person Ambassadors team at 40 Leadenhall in the City of London. You will manage daily operations, onboarding, SOPs, and health and safety, while driving recruitment, training and client relationships.

The role requires at least 2 years of leadership experience, a client‑centric mindset, and the ability to shape a high‑performing front‑of‑house team. This is a full‑time permanent position with a 40‑hour week.

Qualifications

• 2+ years of leadership experience in a similar role.
• Experience in managing client/stakeholder relationships.
• Solid understanding of HR processes and recruitment workflows.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee daily operations of the contract to ensure outstanding service.
• Lead team development and coaching to embed Rapport values.
• Ensure SOPs and H&S protocols are followed across the site.
• Support HR matters including recruitment and performance reviews.
• Conduct client and occupier tours and lead meetings.
• Contribute to monthly accounting and operational reporting.

Skills

Leadership

Stakeholder management

HR procedures

Communication

Financial acumen

Job description

Rapport Guest Services is seeking a Guest Services Manager to lead a 16‑person Ambassadors team at 40 Leadenhall in the City of London. You will manage daily operations, onboarding, SOPs, and health and safety, while driving recruitment, training and client relationships.

The role requires at least 2 years of leadership experience, a client‑centric mindset, and the ability to shape a high‑performing front‑of‑house team. This is a full‑time permanent position with a 40‑hour week.