Guest Services and Hospitality Manager

Rapport Guest Services; Greater London; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Travel and grocery discounts

Life assurance & cash rewards

Subsidised meals on duty

Contributory pension

Wellness programs & EAP & digital GP

Learning & development opportunities

WOW Awards

Paid day off annually

Job summary

Rapport Guest Services is seeking a Guest Services & Hospitality Manager to lead a 16-strong team across Reception, Hospitality, AV, Switchboard and Events at a prestigious client site near Fenchurch Street in London. You will drive exceptional guest experiences in a fast-paced corporate environment, focusing on team development and service excellence.

This full-time role offers 40 hours per week, Monday–Friday with a shift rota between 7am and 7pm and occasional overtime for events.

Qualifications

• Proven management experience within Guest Services, Hospitality or a similar client-facing environment.
• Experience managing budgets, financial performance and operational targets.
• Understanding of HR processes including recruitment, performance management, training and development.

Responsibilities

• Lead, motivate and develop the Guest Services, Hospitality and AV teams across Reception, Hospitality, and Events.
• Oversee daily operations to ensure seamless guest experiences for clients and colleagues.
• Build relationships with clients and stakeholders as the main point of contact.
• Coordinate meetings, hospitality services, events and VIP visits with attention to detail.

Skills

Team leadership

Guest services

Operations management

Communication

Job description

We have a fantastic opportunity for a Guest Services & Hospitality Manager to join Rapport at a prestigious client site within the global insurance and financial services industry, conveniently located near Fenchurch Street. This is an exciting opportunity to lead a dynamic team and shape exceptional guest experiences in a professional, fast-paced corporate environment.

Lead and inspire a talented team of 6 Rapport and 10 Restaurant Associates Ambassadors across Reception, Hospitality, AV, Switchboard and Events, ensuring seamless day-to-day operations and outstanding service delivery. With a focus on developing your team, building strong relationships and continuously enhancing the guest experience, you will play a key role in maintaining the exceptional standards that Rapport is known for.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday; shift rota basis between 7 AM and 7 PM, with occasional overtime for events and business needs)

What will you get?

• Financial freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards!
• In addition, we offer subsidised meals while on duty.
• 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 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

• Lead, motivate and develop the Guest Services, Hospitality and AV teams , fostering a positive and collaborative working environment.
• Oversee daily operations, ensuring a seamless and exceptional experience for guests, colleagues and clients.
• Build strong relationships with clients and key stakeholders, acting as their main point of contact.
• Coordinate meetings, hospitality services, events and VIP visits, ensuring smooth delivery and attention to detail.
• Manage budgets, forecasting, purchasing and invoicing, ensuring effective cost control and financial performance.
• Oversee recruitment, onboarding, team rotas, training, performance management and employee development.
• Monitor KPIs, service standards and guest feedback to identify opportunities for improvement across all sites.
• Ensure AV services run smoothly, providing reliable support for meetings, presentations and events.
• Maintain compliance with health and safety regulations, company policies and operational procedures.
• Collaborate with wider teams to introduce innovative ideas, improve efficiency and consistently enhance service delivery across all locations.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together.
• Have proven management experience within Guest Services, Hospitality or a similar client-facing environment, ideally across multiple sites.
• Be a confident, approachable and inspiring leader, with experience developing and motivating high-performing teams.
• Demonstrate strong commercial awareness, with experience managing budgets, financial performance and operational targets.
• Have a good understanding of HR processes, including recruitment, performance management, training and employee development.
• Possess excellent communication and interpersonal skills, with the ability to build strong relationships with clients and key stakeholders.
• Be proactive, adaptable and solutions-focused, with excellent organisational skills and the ability to manage competing priorities.
• Be passionate about delivering exceptional service, with a keen eye for detail and a commitment to continuous improvement.

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 at www.rapportservice.com.