Guest Services Manager

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 defined by our unique culture – One that rewards hard work and dedication, empowers people to grow, with the belief that work should be fun and engaging!
Our family is made up of many different people. We embrace diversity and believe in treating everyone equally to ensure that everyone has the same opportunities to grow, develop and progress in theircareers.

Job Description

Portico is currently recruiting for an exceptional Guest Services Manager to oversee our team of 21 across the corporate offices of one of the world's largest and most prestigious law firms.

This is a unique opportunity to lead and shape the guest experience within a high-profile corporate environment, where attention to detail, service excellence and innovation are central to everything we do.

As Guest Services Manager, you will be responsible for introducing and delivering your vision for service excellence across the firm, taking overall accountability for welcome hosting, central reservations, event support and the end-to-end guest journey. You will use operational insight and performance data to identify opportunities for continuous improvement, driving strategic innovation and ensuring our services evolve to meet the changing needs of the client.

Working closely with key stakeholders, client contacts and service partners, you will play a pivotal role in strengthening Portico's reputation by ensuring our teams consistently deliver an outstanding and value-driven service.

Key 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.

Hours: 40 hours per week, as per business needs
Salary: £52,000 per annum.

Qualifications

We are looking for an experienced service leader who is passionate about delivering exceptional guest experiences and capable of managing large, geographically dispersed teams.

You will have:

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

Additional Information

What's in it for you?

• Excellent holiday allowance
• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• 24-hour personal helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.