Guest Services Manager

Mitie Cleaning & Hygiene Services; Warwick; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance

Choices lifestyle platform

Extra holiday days (up to 5)

Cycle-to-work scheme

Life cover

Job summary

Mitie Cleaning & Hygiene Services in Warwick is seeking a Guest Services Manager to lead a front-of-house Host & Reception team within a premium corporate environment. You will deliver a seamless guest experience while ensuring compliance, operational excellence, and stakeholder confidence.

As a visible leader, you will drive team performance, embed a positive culture, and coordinate daily reception, conference and events operations.

Qualifications

• Proven experience managing guest services in a premium corporate or hospitality setting.
• Strong leadership skills with ability to develop teams.
• Balance service excellence with cost efficiency and client value.
• Excellent communication with senior stakeholders and VIP guests.
• Strong organisational skills and attention to detail.
• Discretion and professionalism in high-pressure situations.

Responsibilities

• Lead front-of-house Guest Services Host & Reception team.
• Oversee daily reception, conference, and events operations.
• Manage room bookings, setup, and hospitality for meetings.
• Ensure compliance with health, safety, data protection, and security.
• Maintain visitor logs, passes, and access processes.
• Oversee budget and cost control for Guest Services.
• Partner with security, facilities, and workplace teams.
• Lead on continuous improvement and service standards.

Skills

Guest services management

People management

Stakeholder engagement

Communication

Operational governance

Attention to detail

Job description

Better places, thriving communities.

Guest Services Manager

Location

Warwick – Premium client location

Purpose of the Role

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 oversee 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

Skills & Experience

• 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.

Working Conditions

• Site Based in Warwick
• May require travel to wider/national support on additional sites
• Occasional evening or weekend work

Our market‑leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices! We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform. And we have a cycle‑to‑work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie's 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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