Welcome Services Manager
£40,000 - £43,000
London
We are currently seeking an exceptional Welcome Services Manager to lead the front-of-house operation at our client’s prestigious London offices. This high-profile role focuses on delivering a world-class client experience, driving operational excellence and inspiring a large welcome team within a fast-paced, corporate financial services environment.
The Role
As Welcome Services Manager at this financial institution, you will oversee all Welcome Services operations, including reception, event spaces, meeting rooms, practice floors, and client lounges. You will champion service excellence, uphold first-class hospitality standards, and ensure the smooth, professional operation of all client-facing areas. In this role, you will welcome clients from around the world while motivating and leading the Welcome Services Team by example.
This is a hands-on leadership role where you’ll manage daily operations, develop your team, drive innovation, and maintain strong relationships with senior stakeholders.
Key Responsibilities
* Lead, coach and motivate the Welcome Team to deliver an exceptional client experience.
* Oversee daily operations, ensuring all areas meet SPS and client standards.
* Manage rotas, resourcing, performance, training and development.
* Maintain up-to-date SOPs, SLAs, compliance, audits and H&S requirements.
* Handle client queries, complaints and feedback professionally, driving continuous improvement.
* Build strong relationships with stakeholders and represent the Welcome function at meetings.
* Analyse performance data, report on KPIs and implement corrective actions.
* Support budget management, financial controls and accurate payroll processes.
* Drive innovation, implement new service ideas and stay ahead of industry best practice.
About You
* A confident, polished and people-focused leader with strong communication skills.
* Experience leading teams in a corporate or luxury hospitality environment.
* Highly organised, proactive and comfortable managing change.
* Strong understanding of HR processes, performance management and H&S standards.
* Skilled in using visitor/room booking systems (e.g., EMS) and Microsoft Office.
* Commercial awareness with the ability to analyse data and make informed decisions.
If you’re passionate about exceptional service, have experience of team management and inspiring great people, we’d love to hear from you.