Guest Service Manager

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

Join our dynamic Rapport team as a Guest Services Manager at 40 Leadenhall in the City of London! You will lead a team of 16 Ambassadors in a uniquely designed space tailored for innovative companies.

In this vital role, you will handle daily operations, support onboarding, and establish SOPs and Health and Safety protocols. You will implement a robust mobilisation plan, coordinate resources, manage recruitment, and drive training initiatives.

This is your chance to make a mark by creating a welcoming environment and delivering exceptional experiences for all stakeholders. If you are an inspiring leader passion for outstanding service, and an expertise in nurturing client relationships, we’d love to hear from you!

Type of Contract

Full-time, Permanent

Hours

40 per week (Monday-Friday, standard shift pattern 8 AM – 5 PM or 9 AM – 6 PM. However, flexibility is required as per business needs)

Salary

Up to £54,600per annum

Some of our benefits

• Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards! PLUS, free access to their on-site fitness suite, access to onsite wellness and beauty facilities with up to 50% discount & complimentary cinema screenings with latest films.
• Secure Your Future: Benefit from a contributory pension scheme for a stable financial tomorrow.
• Mental Health Matters: Access wellness programs, an Employee Assistance Program, and digital GP services for holistic support.
• Thrive Personally & Professionally: Unlock endless learning and development opportunities to elevate your career.
• Celebrate Excellence: Shine a spotlight on outstanding peers with WOW Awards for their exceptional contributions.
• Give Back to Community: Take one paid day off annually to support a cause you’re passionate about!

Main responsibilities

• Overseeing the daily operations of the contract, ensuring the delivery of outstanding service
• Innovating by introducing fresh ideas for team building
• Adhering to all SOPs and standards of Rapport and 40 Leadenhall
• Supporting the team with HR matters, including recruitment and reviews
• Conducting building tours for clients and occupiers
• Leading client and occupier meetings effectively
• Ensuring front-of-house service standards are consistently met
• Promoting a client-cantered environment through regular team coaching
• Encouraging client feedback to drive service enhancements
• Assisting in monthly accounting and prepare operational reports

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Exhibit a polished, can-do attitude and foster strong connections with the team
• Bring at least 2 years of leadership experience in a similar role
• Demonstrate expertise in stakeholder management with clients and peers
• Understand all HR procedures and protocols thoroughly
• Show enthusiasm for continuous team and personal development
• Possess strong financial acumen and effective communication skills
• Maintain a vibrant personality, acting with integrity and organisation
• Influence business decisions positively through excellent interpersonal skills
• Thrive under pressure, demonstrating proactivity and intuition

About us

Rapport Guest Services is a multi-award-winning company, delivering front- and back-of-house guest services for leading organisations across the UK, Ireland, and globally. As part of Compass Group UK&I, we combine people-first culture with exceptional service standards.

We are proud of our commitment to inclusion, wellbeing, and creating opportunities for everyone to thrive.We are also a Disability Confident Employer, offering meaningful roles for individuals with additional needs.

Find out more about us and our values at www.rapportservice.com.