Guest Service Manager

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

Job summary

An established industry player is seeking a dynamic Guest Services Manager to lead a passionate team in a vibrant London location. This role offers a unique opportunity to shape exceptional guest experiences while driving operational excellence. You will be responsible for overseeing daily operations, establishing SOPs, and enhancing client relationships, all while fostering a supportive and engaging environment for your team. If you are an inspiring leader with a commitment to service excellence and a knack for stakeholder management, this is the perfect opportunity for you to shine and make a significant impact in the hospitality sector.

Benefits

Travel Discounts

Grocery Discounts

Life Assurance

Contributory Pension Scheme

Wellness Programs

Employee Assistance Program

Digital GP Services

Learning and Development Opportunities

Paid Day Off for Community Service

Access to Peloton Suite and Sauna

Qualifications

• Minimum 2 years of leadership experience in a similar role.
• Strong financial acumen and effective communication skills.

Responsibilities

• Oversee daily operations and ensure outstanding service delivery.
• Support HR matters including recruitment and team reviews.
• Promote a client-centered environment through coaching.

Skills

Leadership

Stakeholder Management

Client Relationship Management

HR Procedures

Financial Acumen

Communication Skills

Team Building

Proactivity

Education

Relevant Degree or Equivalent Experience

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 12 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 with a 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, shift rota basis between 7 AM and 6 PM)

Salary: £48,300 per annum

Some of our benefits

• Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards!
• 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. In addition, you will have access to the Peloton suite and sauna facilities.
• 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. In addition, the team committee on-site celebrates key events throughout the year with the team.
• 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-centered environment through regular team coaching
• Encouraging client feedback to drive service enhancements
• Assisting in monthly accounting and preparing 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 organization
• Influence business decisions positively through excellent interpersonal skills
• Thrive under pressure, demonstrating proactivity and intuition

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors’ mental and physical wellbeing is very important to us, and we continue to have a real focus on providing varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

About the Company

Rapport is an award-winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients.

We will contact applicants within 5-7 working days. 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.