Overview
Stepping into this role means taking the lead on one of our most exciting new contract mobilisations. As Guest Services Manager, you’ll bring energy, structure, and five‑star service standards to a diverse operation that spans front of house, client suites, events, floor management, and helpdesk services. You’ll oversee a talented team of 30 ambassadors, guiding them through mobilisation and beyond with clear direction, hands‑on leadership, and a passion for creating exceptional workplace experiences. This is a role for someone who thrives in fast‑paced environments, loves shaping service culture from day one, and knows how to bring people together to deliver something outstanding.
Contract & Salary
Type of contract: Full‑time, Permanent. Hours: 40 per week (Monday‑Friday, standard hours of 8AM – 5PM; flexible between 7AM – 7PM to suit business needs). Salary: £53,000–£55,000 per annum.
Benefits
* Exclusive travel and grocery discounts.
* Life assurance and cash rewards.
* Contributory pension scheme.
* Access to wellness programs, Employee Assistance Program, and digital GP services.
* Unlimited learning and development opportunities.
* Outstanding peers recognised with WOW Awards.
* One paid day off annually to support a cause you’re passionate about.
Main Responsibilities
* Lead a high‑performing team of 30 across front of house, events, client suites, floor management, and helpdesk operations.
* Drive exceptional client relationships and act as the primary point of contact for senior stakeholders, ensuring service excellence and proactive communication.
* Mobilise a new contract through overseeing all mobilisation activity, from service setup and process design to team onboarding and operational readiness.
* Oversee HR and people processes, manage recruitment, onboarding, performance conversations, training, and colleague engagement across the full team.
* Build and enhance SOPs, develop, refine, and implement standard operating procedures to ensure consistent, high‑quality service delivery.
* Champion quality and service standards through monitoring performance, conducting audits, and introducing improvements that elevate the guest and client experience.
* Lead strategic succession planning, identify talent, build internal pipelines, and support development pathways across all service areas.
* Oversee events and client suite operations, ensuring premium, seamless delivery of meetings, events, and VIP hosting.
* Manage front‑of‑house excellence and maintain a five‑star welcome experience, ensuring all touchpoints reflect brand standards.
* Coordinate floor management activity, ensuring workspaces, collaboration areas, and client floors are well‑maintained, supported, and ready for use.
* Lead helpdesk operations and oversee ticket handling, service requests, and issue resolution to maintain smooth day‑to‑day operations.
* Analyse performance data, track KPIs, identify trends, and implement improvements based on insights.
* Ensure compliance with health & safety standards, risk management processes, and statutory requirements across all service lines.
* Collaborate with wider partners: facilities, security, catering, AV, and workplace teams to deliver a cohesive service experience.
Qualifications
* Shared Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
* Proven experience managing a broad range of hospitality and client‑facing services, delivering seamless end‑to‑end service excellence.
* Driven to create meaningful change, elevate standards, and make a tangible impact across the operation.
* Strong ability to build strong, trusted relationships with clients at every level.
We are also a Disability Confident Employer, offering meaningful roles for individuals with additional needs.
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