Guest Services Manager

Rapport Guest Services; Greater London; On-site; GBP 46,000 - 48,000; Full time

Benefits offered by this job

Travel discounts

Grocery discounts

Life assurance

Cash rewards

Pension scheme

Wellness programs

Digital GP services

Learning & development opportunities

WOW Awards

Paid day off annually

Job summary

Rapport Guest Services in London is seeking a Guest Service Manager to own guest services at a prestigious corporate destination. Lead a team of 5 ambassadors in a fast-paced front‑of‑house role, setting the tone for outstanding service.

You will drive guest journeys, monitor KPIs, collaborate with stakeholders, and support HR activities including onboarding and development reviews. The position is full-time and permanent, with 40 hours per week on a Monday–Friday shift rota between 7 AM and 7

Qualifications

• Two years of leadership experience in a similar role.
• Knowledge of HR and recruitment procedures.
• Passion for team development and growth.
• Strong financial acumen with excellent communication.
• Engaging personality with integrity and high service standards.

Responsibilities

• Build and nurture relationships with stakeholders at all levels.
• Identify opportunities to enhance guest journey and operational efficiency.
• Motivate and develop your team to consistently exceed expectations.
• Uphold the prestige and reputation of the client brand at every interaction.
• Monitor KPIs to assess guest satisfaction and operational efficiency.
• Coordinate with internal departments for swift resolution of guest issues.
• Support recruitment and HR activities, including onboarding and development reviews.
• Facilitate feedback sessions to drive continuous improvement.
• Prepare monthly and quarterly reports on key operational metrics.

Skills

Leadership

Stakeholder management

People development

Customer service

Job description

We’re seeking a Guest Service Manager to take ownership of guest services at one of London’s most prestigious corporate destinations. You’ll be leading and inspiring an exceptional team of 5 Rapport Ambassadors. This is a highly visible role, perfect for a hands‑on leader who thrives in a fast‑paced, front‑of‑house setting and knows how to set the tone for exceptional service.
If you’re a natural people‑person with the presence, energy, and professionalism to inspire your team and delight guests, this is your opportunity to shine.
Contract type: Full‑time, permanent
Hours: 40 per week (Monday‑Friday; on a shift rota basis between 7 AM – 7 PM with flexibility as per business needs)
Salary: Between £46,000 and £48,000

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 nurture strong relationships with stakeholders at all levels.
• Identify opportunities to enhance the guest journey and operational efficiency.
• Motivate and develop your team to consistently exceed expectations.
• Uphold the prestige and reputation of the client brand at every interaction.
• Monitor KPIs to assess guest satisfaction and operational efficiency.
• Coordinate with internal departments for swift resolution of guest issues.
• Support recruitment and HR activities, including onboarding and development reviews.
• Facilitate feedback sessions to drive continuous improvement.
• Prepare monthly and quarterly reports on key operational metrics.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Have at least two years of leadership experience in a similar role.
• Be knowledgeable about HR and Recruitment procedures, and best practices.
• Show genuine passion for team development and personal growth.
• Exhibit strong financial acumen coupled with exceptional communication skills.
• Bring an engaging personality that emphasises integrity and high service standards.
• Demonstrate excellent interpersonal skills, influencing positive outcomes.Thrive under pressure while maintaining a proactive and intuitive 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.