Service Excellence Manager

Chartwells Independent; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Rapport benefits

Job summary

Rapport Guest Services is a multi‑award-winning provider within Compass Group UK&I, seeking a Service Excellence Manager to lead our award‑winning team and elevate the guest experience beyond expectation.

You’ll be the face of the reception, inspiring and coaching colleagues, partnering with clients and stakeholders, and delivering warm, elevated interactions every day. This role is Monday to Friday, 40 hours, with a salary of £45,000 per annum plus performance bonus.

Qualifications

• Proven leadership in service-led environments such as guest experience, hospitality, workplace and luxury settings.
• Genuine passion for memorable experiences and creating meaningful human connection.
• Collaborative, emotionally intelligent style that brings people together.
• Confidence in fast-paced, visible roles where every interaction counts.
• Exceptional attention to detail with a natural instinct for anticipating needs.
• The ability to inspire and energise others while bringing positivity to every day.

Responsibilities

• Create a standout workplace experience that feels polished, welcoming and genuinely engaging for colleagues, visitors and stakeholders.
• Lead from the front to deliver warm, elevated interactions that set the tone for the entire space.
• Inspire and develop your team through coaching, confidence-building and visible, hands-on leadership.
• Build meaningful relationships across the business, becoming a trusted and recognisable presence.
• Spot opportunities to elevate service and continuously refine how the workplace experience is delivered.
• Create a connected, valued environment where people feel welcomed, supported and proud to be part of the community.
• Embed a culture of accountability with high standards, ownership and a commitment to constant improvement.

Skills

Leadership

Guest experience

Hospitality

Emotional intelligence

People management

Job description

Are you someone who loves creating unforgettable guest experiences, the kind people talk about long after they’ve left? And do you get a buzz from having the freedom and resources to bring big ideas to life?

If so, you’re going to love this…

Our client is one of the most respected law firms in the city, known for seriously impressive hospitality. They’ve even won awards for it! From the moment guests arrive to the moment they leave, our Rapport team makes every interaction feel smooth, thoughtful and genuinely memorable. Creating those “WOW” moments aren’t just encouraged, it’s part of the job and, of course, you’ll be rewarded for this.

We’re now looking for a Service Excellence Manager to lead our award-winning team, someone who can inspire, motivate and push the service even further.

You’ll be the face of the reception team, spending your time where it matters most: with guests, supporting colleagues and making every arrival feel special. You’ll have the freedom and support to try fresh ideas and create experiences people won’t forget. This is a role for a true people person who’d rather be out on the floor than tucked away in an office.

If this sounds like your kind of challenge, it might just be the perfect match.

And the best part?… you get to do all of this Monday to Friday.

If this sounds like you, it might just be the perfect match.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday, with flexibility as per business needs)

Salary: £45,000 per annum + performance bonus

What will you get?

• Enjoy true work‑life balance with a Monday–Friday schedule that lets you thrive both in and out of work.
• Shape unforgettable guest experiences using the resources, creativity and freedom to bring bold ideas to life.
• Partner with a prestigious client and unlock incredible opportunities for growth, innovation and professional development.
• Access a suite of Rapport benefits designed to support your wellbeing, reward your success and elevate your career.

Main responsibilities:

• Create a standout workplace experience that feels polished, welcoming and genuinely engaging for colleagues, visitors and stakeholders.
• Lead from the front to deliver warm, elevated interactions that set the tone for the entire space.
• Inspire and develop your team through coaching, confidence‑building and visible, hands‑on leadership.
• Build meaningful relationships across the business, becoming a trusted and recognisable presence.
• Spot opportunities to elevate service and continuously refine how the workplace experience is delivered.
• Create a connected, valued environment where people feel welcomed, supported and proud to be part of the community.
• Embed a culture of accountability with high standards, ownership and a commitment to constant improvement.

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together

• Proven leadership in service‑led environments such as guest experience, hospitality, workplace and luxury settings.
• A genuine passion for memorable experiences and creating meaningful human connection.
• A collaborative, emotionally intelligent style that brings people together.
• Confidence in fast‑paced, visible roles where every interaction counts.
• Exceptional attention to detail with a natural instinct for anticipating needs.
• The ability to inspire and energise others while bringing positivity to every day.

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 and our values at www.rapportservice.com.