Guest Services Leader – Multi-Site, Premium Experience

WSH Group; Walthamstow; On-site; GBP 44,000 - 60,000; Full time

Benefits offered by this job

Excellent holiday allowance

Pension contributions

Life insurance

Enhanced annual leave

Recommend a Friend Bonus Scheme

24-hour personal helpline

Choices discounts platform

Training Academy

Job summary

Portico is recruiting a Guest Services Manager to oversee a 21-strong team across corporate offices for a world-leading law firm. You will own the guest experience, lead reception, central reservations and event support, and use data to drive continuous improvements. Strong stakeholder relationships and strategic thinking are essential to elevate service standards.

Hours: 40 per week. Salary: £52,000 per annum.

Qualifications

• Proven experience managing large service-focused teams, ideally across multiple sites.
• Outstanding people management and leadership skills.
• Excellent communication and stakeholder management abilities.
• Track record of driving change and implementing service improvements.
• Strong organisational and problem-solving skills.
• Ability to work strategically while remaining involved in day-to-day operations.
• Experience within a legal, professional services or high-end corporate environment (desirable).
• Financial awareness and budget management experience (advantageous).

Responsibilities

• Lead and inspire a high-performing Guest Services team across multiple locations.
• Take overall responsibility for welcome hosting, reception services, central reservations and guest experience delivery.
• Build and maintain strong relationships with client stakeholders and senior leaders.
• Monitor service performance, analyse operational data and implement improvements.
• Drive innovation and future-proof service delivery within a premium corporate environment.
• Support and oversee event management activities, ensuring flawless execution.
• Ensure consistent service standards across the London office and regional locations in Birmingham, Cardiff, Manchester, Leeds and Edinburgh.
• Collaborate with internal and external service partners to enhance the customer experience.
• Manage team performance, development, engagement and succession planning.
• Contribute to budget management and operational planning.

Skills

Leadership

People management

Stakeholder mgmt

Communication

Change management

Strategy

Operations

Job description

Portico is recruiting a Guest Services Manager to oversee a 21-strong team across corporate offices for a world-leading law firm. You will own the guest experience, lead reception, central reservations and event support, and use data to drive continuous improvements. Strong stakeholder relationships and strategic thinking are essential to elevate service standards.

Hours: 40 per week. Salary: £52,000 per annum.