Guest Service Manager

Rapport Guest Services; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Travel & grocery discounts

Life assurance

Cash rewards

Subsidised meals

Contributory pension

Wellness programs

Employee Assistance Program

Learning & development opportunities

WOW Awards

Paid day off

Job summary

Rapport Guest Services in London (Canary Wharf) seeks a Guest Services Manager to lead a front-of-house team of 5 in a state-of-the-art building, delivering exceptional service.

You will oversee Reception, Switchboard, Helpdesk and Events Coordination, develop services, maintain budgets, and build strong relationships with clients and stakeholders in a prestigious corporate environment.

Qualifications

• Experience in managing a team in a customer facing environment.
• Knowledge of basic HR processes.
• Previous experience in Guest Services in a high-end client service environment is preferred.

Responsibilities

• Inspire, engage and guide a Guest Services team delivering service excellence.
• Manage operations including staffing, rotas, HSE, budgets, client/guest innovations, HR support.

Skills

Team leadership

HR basics

Guest services experience

Client relationship management

Job description

Do you want to be part of an award-winning team? The winners of Strong Together award in 2025, are looking for a Guest Services Manager who will join our creative team of 5 and support us delivering the excellent service we are known for, in a state of the art building in Canary Wharf.

The Guest Services Manager will oversee the smooth running of the Front of House Department which includes but is not limited to Reception, Switchboard, Helpdesk and Events Coordination duties, with a key focus on the constant development of the service and a one-team approach with other service partners.

Type of contract: Full-time, permanent

Hours: 40 per week (Monday-Friday; shift rota basis, with flexibility as per business needs).

What will you get?

• Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards! PLUS, subsidised meals while on duty in the onsite restaurants and bars!
• Secure Your Future: Benefit from a contributory pension scheme for a stable financial tomorrow.
• Health Matters: Access wellness programs, an Employee Assistance Program, and digital counsellor services for wellbeing 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

• To inspire, engage and guide a Guest Services team, delivering service excellence.
• To manage all aspects of the operations including staffing structure, overseeing team rotas, HSE requirements, adherence to agreed budgets, generating client/guest innovations, operational HR management and ER support.
• To work effectively with others in the organisation, seeking input, contributing ideas and sharing relevant information ideas and suggestions with the team.
• To maintain a strong awareness of business activity and ensure that the client expectations about Guest Services are consistently delivered and developed.
• To stay close to the business and the client and develop excellent working relationships, at all levels.
• To help create, familiarise yourself and implement site specific SOPs.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Experience in managing a team in a customer facing environment, with knowledge of basic HR processes.
• Previous experience in Guest Services in a high-end client service environment is preferred.
• Understanding of the demands of working in a prestigious, corporate environment and Front and Back of house processes.
• Good at developing and maintaining excellent relationships with key stakeholders.
• Somebody who takes pride in providing a first-class service, has a strong customer service ethic; nothing is too much trouble.
• Detail oriented individual, able to work under pressure whilst prioritising key deadlines. Strong sense of responsibility and impeccable professional presentation.

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.

Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.