Head of Guest Experience & Service Delivery

WSH Group; Greater London; On-site; GBP 47,000 - 57,000; Full time

Benefits offered by this job

Excellent holiday allowance

Pension contributions

Life insurance

Enhanced annual leave

Recommend a Friend Bonus Scheme

Thank you voucher scheme

24-hour personal helpline for staff

Choices discounts platform

Training Academy

Job summary

Portico is recruiting an exceptional Guest Services Manager to oversee our team of 21 across the corporate offices of a world‑class law firm. You will lead and shape the guest experience, taking accountability for welcome hosting, central reservations and end‑to‑end guest journeys, using data to drive continuous improvement and service excellence.

The role requires proven experience managing large service teams across multiple sites, outstanding people management, strong communication with

Qualifications

• 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).

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 and Leeds.
• 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.

Job description

Portico is recruiting an exceptional Guest Services Manager to oversee our team of 21 across the corporate offices of a world‑class law firm. You will lead and shape the guest experience, taking accountability for welcome hosting, central reservations and end‑to‑end guest journeys, using data to drive continuous improvement and service excellence.

The role requires proven experience managing large service teams across multiple sites, outstanding people management, strong communication with