Team Leader, Guest Services

White-; Greater London; On-site; GBP 42,000 - 54,000; Full time

Job summary

White & Case in London seeks a Guest Services Team Leader to deliver world-class hospitality. This hands-on leadership role requires leading front-line staff, managing bookings, and ensuring exceptional guest experiences across the office.

The role covers operational excellence, VIP visits, and collaboration with AV, Catering, Facilities, Security and Cleaning teams. Flexibility for rotating shifts and events is essential.

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 and conduct performance reviews.
• Deliver a five-star hospitality experience and act as ambassador for White & Case.
• Take ownership of day-to-day operations and manage bookings/visitor requirements.
• Deputise for the Guest Services Manager and act as escalation point for issues.

Skills

Guest services leadership

Team motivation

Customer service excellence

Operational coordination

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 SummaryWe 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 demandsDuties and ResponsibilitiesLeadership & Team DevelopmentLead, 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 & HospitalityDeliver 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 ExcellenceTake 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 ManagementDeputise for the Guest Services Manager.Act as escalation point for operational issues.QualificationsEssentialExperience 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.DesirableProfessional services experience.Room booking system knowledge.Corporate hospitality experience.Personal AttributesHands-on leader.Flexible and adaptable.Professional and discreet.Calm under pressure.Committed to service excellence.LocationThis 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 OfferWhen 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 BenefitsWe 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 insurancePension plan with matched employer contribution up to 7.5%Yearly wellbeing fundIncome protectionLife insuranceCritical Illness insurancePrivate GP servicesTravel insuranceDental coverageCycle to workHoliday purchase (available during annual enrolment)This role reports toGuest Services ManagerEqual OpportunitiesWhite & 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 AgenciesOur 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.