Guest Services Manager

Sodexo; United Kingdom; On-site; GBP 35,000 - 50,000; Full time

Job summary

A prominent service management company is seeking a dynamic Guest Services Manager to oversee operations at multiple sites in the UK. This role demands exceptional leadership skills, experience in soft FM services, and a commitment to operational excellence. Responsibilities include managing budgets, ensuring compliance with health and safety standards, and developing staff. Ideal candidates should have strong client relationship management skills and relevant qualifications. Benefits include mental health support and employee assistance programs.

Benefits

Mental health & wellbeing support

Employee Assistance Programme

24/7 virtual GP

Financial tools & retirement plan

Paid volunteering day

Qualifications

• Experience in a management role within soft FM services.
• Knowledge of health and safety and food safety requirements.
• Track record of managing client relationships and driving performance.

Responsibilities

• Lead and coordinate guest services across multiple locations.
• Manage P&L performance and drive efficiency.
• Ensure compliance with statutory regulations and internal standards.

Skills

Leadership and people management

Strong communication skills

Decision-making ability

Client relationship management

IT skills (MS Office)

Education

Health & Safety qualification (IOSH Managing Safely)

Food Safety qualification (CIEH Level 3)

Job description

Overview

We are seeking a dynamic and experienced Guest Services Manager to take overall accountability for the day-to-day management, coordination and control of all Defence activity at Merville Barracks, Circular Road South, Colchester, CO2 7UT and affiliated sites. This is a high-profile role requiring exceptional leadership, operational excellence, and the ability to build strong client and team relationships. The successful candidate will oversee the delivery of a full range of guest services, including catering, bars, hospitality, housekeeping, administration, and reception services across multiple mess buildings. You will be responsible for driving service excellence, ensuring compliance, achieving financial targets, and leading a team of managers and staff across three main locations.

Responsibilities

• Lead, coordinate, and oversee guest services across 13 messes and 3 locations, ensuring operational excellence at all times.
• Deliver a wide range of services including catering, bars, housekeeping, reception, and hospitality.
• Ensure compliance with contractual KPIs, SLAs, and Sodexo quality standards.
• Manage budgets, payroll, and P&L performance, driving efficiency and achieving financial targets.
• Oversee audits, inspections, and compliance with H&S, food safety, fire safety, and statutory regulations.
• Develop, coach, and support Mess Managers and their teams to achieve high performance and engagement.
• Drive innovation and continuous improvement in service delivery.
• Act as duty manager on a rota basis, including on-call, weekend, and holiday cover.
• Support Sodexo’s CSR commitments, employee engagement initiatives, and brand values.
• Lead business planning and forecasting in conjunction with senior management.
• Ensure robust processes are in place for cash, stock, and asset management.
• Promote and maintain strong client and customer relationships, proactively addressing issues and identifying growth opportunities.
• Champion food hygiene, safety, and quality across all hospitality and catering operations.
• Support marketing and promotional activity to increase sales and enhance service offers.
• Contribute to recruitment, training, and development to build a motivated and skilled workforce.
• Ensure compliance during inspections (e.g., HM Inspectorate of Prisons) and contribute to successful audit outcomes.

What you bring

• Experience in a management role within soft FM services.
• Strong leadership and people management skills, including HR processes.
• Excellent communication, interpersonal and numerical skills.
• Knowledge of H&S and food safety requirements.
• Ability to make independent decisions and work on your own initiative.
• Strong IT skills (MS Office).
• Track record of managing client relationships and driving performance.
• Desirable: Previous experience working in a military environment.
• Health & Safety qualification (IOSH Managing Safely).
• Food Safety qualification (CIEH Level 3).
• Previous experience managing in a contract service provider role.

What we offer

• Mental health & wellbeing support
• Employee Assistance Programme for personal, legal, and financial advice
• 24/7 virtual GP & lifestyle rewards
• Discounts for you & family
• Financial tools & retirement plan
• Cycle to Work & Paid volunteering day

Ready to be part of something greater? Apply today!