Team Leader, Guest Services

White & Case LLP; Greater London; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Private medical insurance

Pension plan with matched employer

Yearly wellbeing fund

Income protection

Life insurance

Critical Illness insurance

Private GP services

Travel insurance

Cycle to work

Holiday purchase

Job summary

White & Case LLP in London is seeking a hands-on Guest Services Team Leader to deliver world-class hospitality. You’ll lead a visible team, manage day-to-day operations, bookings and visitor requirements, and collaborate with AV, Catering, Facilities, Security and Cleaning teams. Flexibility for events and VIP visits is essential.

You will mentor staff, ensure five-star service, and act as a front-line ambassador for the firm, supporting a culture of discretion and service excellence.

Qualifications

• Experience within luxury hospitality, five-star hotels or premium corporate environments.
• Previous team leadership experience.
• Exceptional customer service standards.
• Strong organisational and communication skills.
• Excellent attention to detail.

Responsibilities

• Lead, motivate and inspire Guest Service Assistants and Room Booking Coordinators.
• Coach, train and develop team members.
• Conduct performance reviews and coaching sessions.
• Support recruitment and onboarding.

Skills

Team leadership

Customer service

Organisational skills

Communication

Attention to detail

Tools

Room booking system

Job description

Our Office Operations team is at the heart of ensuring the smooth and efficient functioning of the Firm’s day-to-day operations. Our team manages the infrastructure, systems and services —both globally and locally—relating to our office workplaces, onsite and remote operational services, security, safety and a range of other areas. We provide PA support and manage document production, translation and travel services. Our team is responsible for our client-facing areas across the Firm, always seeking to ensure that clients and other visitors have an experience that is world-class. We also take the lead in running our day-to-day operations in the most environmentally sustainable way possible.

Position Summary

We are seeking an inspiring, energetic and highly service-focused Guest Services Team Leader to help deliver a world-class hospitality experience within our prestigious London office. This is a hands-on leadership role for an individual who leads from the front, thrives in a fast-paced environment and is passionate about delivering exceptional service. The role combines leadership, operational excellence and hospitality expertise. Flexibility is essential and the successful candidate must be willing to work a rotating shift pattern and support changing business demands

Duties and Responsibilities

Leadership & Team Development

• Lead, motivate and inspire Guest Service Assistants and Room Booking Coordinators.
• Lead by example through a visible and hands-on approach.
• Coach, train and develop team members.
• Conduct performance reviews and coaching sessions.
• Support recruitment and onboarding.

Guest Experience & Hospitality

• Deliver a five-star hospitality experience.
• Act as an ambassador for White & Case.
• Welcome and escort VIP guests.
• Anticipate guest needs and resolve issues proactively.

Operational Excellence

• Take ownership of day-to-day operations. Manage bookings and visitor requirements.
• Work collaboratively with AV, Catering, Facilities, Security and Cleaning teams.
• Manage shift allocation and operational coverage.

Duty Management

• Deputise for the Guest Services Manager.
• Act as escalation point for operational issues.

Qualifications

Essential

• Experience within luxury hospitality, five-star hotels or premium corporate environments.
• Previous team leadership experience.
• Exceptional customer service standards.
• Strong organisational and communication skills.
• Excellent attention to detail.

Desirable

• Professional services experience.
• Room booking system knowledge.
• Corporate hospitality experience.

Personal Attributes

• Hands-on leader.
• Flexible and adaptable.
• Professional and discreet.
• Calm under pressure.
• Committed to service excellence.

Location

• This role is based in London.
• This role is shift based covering 07:00 - 20:00 Monday to Friday based in office, full time.
• Flexibility required for events, VIP visits and operational requirements.
• This is not a desk-based supervisory role. We are seeking a highly visible, hands-on leader who actively supports the operation alongside their team and leads by example at all times.

What We Offer

When you join us, you’ll be working directly with partners, business leaders and many other inspiring colleagues across our global network of offices. We live by our values - to be pioneering, united and human - and we believe that you’ll experience them from your first day. We will give you the support and development opportunities that will help you achieve your potential. We believe that consistent high performance merits reward and support. Our compensation package reflects your calibre as a business development professional, and our benefits are designed to support your changing needs and priorities across different life stages.

Firm Benefits

We offer a flexible range of benefits, services and programmes designed to help support your lifestyle requirements. Some of the benefits currently available include:

• Private medical insurance
• Pension plan with matched employer contribution up to 7.5%
• Yearly wellbeing fund
• Income protection
• Life insurance
• Critical Illness insurance
• Private GP services
• Travel insurance
• Dental coverage
• Cycle to work
• Holiday purchase (available during annual enrolment)

This role reports to

Guest Services Manager

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.

If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.