Guest Services Manager

Chartwells Independent; Greater London; On-site; GBP 54,000 - 56,000; Full time

Benefits offered by this job

Travel discounts

Pension scheme

Wellbeing program

Learning & development

WOW Awards

Paid day off

Job summary

Rapport Guest Services is seeking a Guest Services Manager to lead a team delivering front‑of‑house experiences, including reception and guest services for visitors, clients and colleagues. You’ll recruit and onboard a brand-new team, establish high standards from day one, and partner with stakeholders during a high‑impact transition as the company relocates offices.

The role focuses on coaching, process improvement, and building strong relationships, while shaping service delivery and ensuring

Qualifications

• Two years of leadership experience in a guest-facing or service-led environment.
• Strong understanding of HR and recruitment processes and best practices.
• Passion for developing people and supporting growth.
• Excellent communication skills to influence decisions and drive performance.

Responsibilities

• Build and maintain strong stakeholder relationships across levels to support seamless service.
• Identify and drive service enhancements to elevate guest journey and efficiency.
• Recruit, motivate, coach and develop your team to deliver best-in-class service.
• Champion the client brand by upholding standards, values and reputation.
• Monitor KPIs to assess guest satisfaction and operational performance.
• Collaborate with internal departments to resolve guest issues swiftly.
• Support recruitment and people processes including onboarding and development reviews.
• Facilitate feedback sessions to encourage continuous improvement and shared learning.
• Prepare monthly and quarterly operational reports on key metrics.

Skills

Leadership

HR knowledge

Recruitment

Communication

Team development

Tools

HR software

Job description

We are seeking an exceptional Guest Services Manager to lead a team of Rapport ambassadors in driving our front of house operation including reception and internal floor guest services, delivering a standout experience for every visitor, client and colleague. In this fast‑paced, client‑facing role, you’ll inspire and support your team, elevate service standards and ensure every interaction feels seamless, warm and memorable.

You will also play a key role in an exciting new client mobilisation, with the opportunity to support and shape their upcoming office move next year. This is a rare chance to be part of a fresh, high‑impact transition while building strong relationships from day one. You will lead the recruitment and onboarding of a brand-new Guest Services team, setting the bar high from day one.

Type of contract:Full-time, Permanent

Hours: 40 per week (Monday-Friday)

Salary:Between £54,000 - £56,000 per annum

What will you get?

• 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.
• 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

• Build and maintain strong stakeholder relationships across all levels to support a seamless and collaborative service.
• Identify and drive service enhancements that elevate the guest journey and improve operational efficiency.
• Recruit, motivate, coach and develop your team to consistently exceed expectations and deliver best‑in‑class service.
• Champion the client brand by upholding its standards, values and reputation in every interaction.
• Monitor and interpret KPIs to assess guest satisfaction, operational performance and areas for improvement.
• Collaborate with internal departments to ensure swift, effective resolution of guest issues.
• Support recruitment and people process including onboarding, development reviews and ongoing team engagement.
• Facilitate constructive feedback sessions to encourage continuous improvement and shared learning.
• Prepare clear operational reports including monthly and quarterly updates on key metrics.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Bring at least two years of proven leadership experience within a similar guest‑facing or service‑led environment.
• Demonstrate strong understanding of HR and recruitment processes and apply best practice confidently.
• Show genuine passion for developing people and supporting continuous personal and team growth.
• Combine solid financial awareness with exceptional communication skills to influence decisions and drive performance.
• Bring an engaging, authentic leadership style grounded in integrity and high service standards.
• Demonstrate excellent interpersonal skills with the ability to influence positive outcomes across stakeholders.
• Thrive in fast‑paced environments while maintaining a proactive, intuitive and solutions‑focused approach.

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.