Reception Manager

Rapport Guest Services; Greater London; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Travel discounts

Pension plan

Wellness programs

Learning & development

WOW Awards

Paid day off

Job summary

Rapport Guest Services is seeking an experienced Reception Manager to lead premium front of house, hospitality and events operations in our London-based team. The role combines hands-on leadership with strategic service delivery to ensure every guest and colleague experiences excellence.

You will own day-to-day operations, develop your team, build strong client relationships and seek opportunities to innovate while maintaining outstanding standards and efficiencies.

Qualifications

• 3+ years in client-facing hospitality roles.
• Experience leading front-of-house teams.
• Premium hospitality or corporate events experience.

Responsibilities

• Lead, motivate and develop the front of house team, building a culture of service excellence.
• Build strong client relationships and understand business needs to enhance service.
• Oversee reception, hospitality and workplace experience with high standards.
• Plan and deliver events, coordinating stakeholders, catering and room setups.
• Handle guest enquiries and service issues promptly and professionally.
• Manage recruitment, onboarding, training and resource planning.
• Monitor service standards, KPIs and guest feedback to drive improvements.
• Maintain procedures, audits and reporting.
• Collaborate with Operations Manager to introduce new ideas and improve processes.
• Ensure compliance with site procedures, security and health & safety standards.

Skills

People leadership

Client relationships

Event coordination

Hospitality delivery

Team development

Operational excellence

Job description

London | Permanent, Full-time | 40 hours per week | Monday to Friday, between 8am and 6pm

Lead exceptional service. Build relationships. Make every detail count.

At Rapport, we believe exceptional service is about more than a warm welcome. It is about creating meaningful experiences, building lasting relationships and finding new ways to make every interaction memorable.

We are looking for an experienced Reception Manager to lead a premium front of house, hospitality and events operation. This is an exciting opportunity for a confident, commercially aware hospitality professional who combines hands on leadership with a forward thinking approach to service delivery.

You will take ownership of the day to day operation, lead and develop your team, build strong client relationships and ensure every visitor, colleague and guest receives an exceptional experience. Alongside maintaining outstanding standards, you will look for opportunities to innovate, improve efficiencies and add value to the service.

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

• Lead, motivate and develop the front of house team, building a positive culture of teamwork, accountability and service excellence.
• Build strong client relationships, understand business needs and proactively identify opportunities to enhance the service.
• Oversee the day to day reception, hospitality and workplace experience, ensuring consistently high standards.
• Lead the planning and delivery of events, coordinating stakeholders, catering, room set ups and hospitality requirements from start to finish.
• Take ownership of guest enquiries and service issues, resolving challenges promptly and professionally.
• Manage team performance, recruitment, onboarding, training, coaching and resource planning.
• Monitor service standards, KPIs, SLAs and guest feedback, using insights to drive improvements.
• Maintain accurate procedures, service documentation, audits and reporting.
• Work closely with the Operations Manager and wider teams to introduce new ideas, improve processes and deliver innovative service solutions.
• Ensure compliance with site procedures, security requirements and health and safety standards.

Ideal Candidate

We are looking for someone who lives and breathes exceptional hospitality and understands how to turn a good service into a great experience.

You will be a confident, approachable leader who enjoys developing people, building relationships and taking ownership. Equally comfortable working strategically and getting involved in the detail, you will anticipate needs, solve problems and continually look for ways to raise standards.

The Successful Candidate Will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Have a minimum of 3 years’ experience working on a client floor, ideally within a corporate hospitality or premium front of house environment.
• Have proven experience leading a front of house, reception, guest services or hospitality team.
• Bring experience from a premium corporate hospitality, luxury hotel or high end guest services environment.
• Have a strong background in event coordination and hospitality delivery.
• Build credible relationships with clients, colleagues and senior stakeholders.
• Be highly organised, commercially aware and attentive to detail.
• Be proactive, adaptable and confident managing competing priorities.
• Have a genuine interest in innovation and continuous service improvement.
• Communicate clearly and remain calm and professional under pressure.
• Lead by example, taking pride in the service delivered and the experience created for every guest.

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 at www.rapportservice.com.

Rapport vacancies often attract a high volume of applications, but every application is personally reviewed by a member of our recruitment team. We take the time to read your application and consider your experience against the requirements of the role, so there is always a person behind the process reviewing your application.

To ensure we can give each candidate and application the attention it deserves, we can only consider one application per candidate at a time. Even if you have applied for multiple vacancies, we will focus on the role that best matches your experience and background. We therefore encourage you to carefully consider which opportunity is the strongest fit for you before applying. Please keep an eye on your inbox, including your junk/spam folder, for updates from our recruitment team.