Guest Services Manager

Mitie Group; England; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Mitie Group is seeking a Guest Services Manager to lead a front-of-house Guest Services Host & Reception Team within a premium corporate environment. You will drive a best-in-class guest journey, oversee daily reception, conferences, and events, and ensure service excellence while maintaining compliance and cost awareness.

You will inspire and develop a small team, embody a culture of accountability, and partner with security, facilities, and workplace teams to deliver a seamless guest

Qualifications

• Proven experience managing Guest Services within a premium corporate or hospitality environment.
• Strong leadership and people management skills with ability to coach and develop teams.
• Excellent communication and interpersonal skills with confidence engaging senior stakeholders and VIP guests.
• Understanding of compliance, health and safety, data protection and safe door policies.

Responsibilities

• Act as a visible ambassador, delivering a warm, polished first-class impression for all guests and colleagues.
• Design and evolve a best-in-class guest journey reflecting a premium corporate brand.
• Lead and coach reception professionals; manage rotas, training, and development.
• Ensure front-of-house operations, security, and compliance are maintained; manage visitor logs and access processes.
• Oversee meeting room, events bookings, and support for internal/external events end-to-end.
• Engage stakeholders, collect feedback and drive continuous improvement across reception and guest services.

Skills

People management

Stakeholder engagement

Operations leadership

Guest services

Compliance

Job description

The Guest Services Manager is responsible for leading a professional front-of-house Guest Services Host & Reception Team within a premium corporate environment, delivering an exceptional, seamless guest experience while ensuring robust compliance, operational excellence, and stakeholder confidence.

This role will be for a Manager who can play a key role in driving team performance, embedding a positive culture, and supporting continuous improvement across the operation. This role requires a confident leader who can inspire others, lead by example, and create an environment where colleagues feel supported, motivated, and accountable

They will oversees daily reception, conference and experience operations, managing events and meeting room bookings - along with a seamless set up, and sets the standard for service, presentation, and behaviour at the organisation's front door, ensuring that the service is delivered compliantly and with commercial acumen.

Key Responsibilities

Guest Experience & Brand Representation

• Act as a visible ambassador for the organisation, ensuring a warm, polished, and consistent first-class impression for all guests, clients, and colleagues.
• Design, embed, and continuously evolve a best-in-class guest journey that reflects a premium corporate brand.
• Handle VIP visits with discretion and professionalism, anticipating needs and coordinating with internal stakeholders to deliver a flawless experience.
• Manage escalations or complaints calmly and effectively, ensuring swift resolution and positive outcomes.

Team Leadership & Development

• Lead, motivate, and coach a small team of reception professionals, setting clear expectations and high service standards.
• Create and deliver structured training and development content aligned to Client and Signature principles.
• Manage rotas, absence, and holiday planning to ensure consistent cover and service continuity.
• Conduct regular one-to-ones, performance reviews, and development conversations.
• Onboard new team members and provide first-class, ongoing training in service excellence, compliance, and systems.
• Foster a culture of accountability, pride, and continuous improvement.

Operations, Compliance & Governance

• Ensure reception and operations comply with security, health & safety, safeguarding, and data protection requirements.
• Act as a key point of liaison with security, facilities, and workplace teams to maintain a safe and compliant environment.
• Maintain accurate visitor logs, passes, and access processes in line with company policies.
• Support audits and reviews, addressing any gaps or risks proactively.
• Cover for the Workplace Experience Manager as required, ensuring consistency and compliance
• Ownership of Guest Services budget, ensuring that cost control is managed and maintained

Events, Meetings & Room Management

• Lead on the delivery of meeting room and events bookings, ensuring accuracy, efficiency, and a premium service approach. Delivering best practice
• Coordinate and manage front-of-house support for internal and external events, including guest arrival, registration, and hospitality.
• Work closely with the Workplace Team, AV, catering, and internal teams to ensure events run smoothly end-to-end.
• Manage room utilisation, identifying opportunities to improve flow, booking accuracy, and user experience.

Stakeholder Engagement & Continuous Improvement

• Build strong relationships with key internal stakeholders, understanding their needs and translating them into high-quality service delivery.
• Use feedback, insight, and data to identify improvement opportunities across reception and guest services.
• Contribute to wider workplace experience initiatives and service innovation.
• Ensure standards, procedures, and playbooks are documented, embedded, and consistently applied.

Essential

• Proven experience managing Guest Services within a high-end corporate, hospitality, or premium service environment.
• Strong people management skills with experience leading and developing teams.
• Understands the commercial impact of operational decisions and balances service excellence with cost efficiency. Identifies opportunities to enhance client value, improve productivity, and contribute to business growth while ensuring contractual commitments are met.
• Excellent communication and interpersonal skills, with confidence engaging senior stakeholders and VIP guests.
• Strong organisational skills and the ability to balance guest service with operational and compliance requirements.
• High attention to detail, professionalism, and discretion.

Desirable

• Experienced in deployment and management of meeting room systems and event coordination.
• Familiarity with security, access control, and workplace management systems.
• Background in hospitality, luxury service, or corporate Workplace Experience roles.

Personal Attributes

• Polished, calm, and confident under pressure.
• Naturally service-led with a strong eye for quality and presentation.
• Proactive, solutions-focused, and comfortable making decisions.
• Flexible and adaptable in line with business needs - able to solution on the spot
• Presents structure, consistency, and high standards while remaining warm and approachable.