At a Glance
- Tasks: Lead a dynamic team to deliver five-star guest services and exceptional experiences.
- Company: Join Rapport Guest Services, a multi-award-winning company with a people-first culture.
- Benefits: Enjoy travel discounts, wellness programs, and endless learning opportunities.
- Other info: Flexible hours and a commitment to inclusion and community support.
- Why this job: Make a real impact by shaping service culture and leading a talented team.
- Qualifications: Experience in hospitality management and a passion for service excellence.
The predicted salary is between 53000 - 55000 £ per year.
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. If you’re motivated by variety, inspired by high standards, and excited to build a best‑in‑class guest services operation, this is an opportunity to make a real impact from the very start.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday, standard hours of 8 AM – 5 PM however, will need to be flexible between 7 AM – 7 PM to suit business needs).
Salary: £53,000 - £55,000 per annum
What will you get?
- Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards!
- Secure Your Future: Benefit from a contributory pension scheme for a stable financial tomorrow.
- Health Matters: Access wellness programs, an Employee Assistance Program, and digital GP services for holistic support.
- Thrive Personally & Professionally: Unlock endless learning and development opportunities to elevate your career!
- Celebrate Excellence: Shine a spotlight on outstanding peers with WOW Awards for their exceptional contributions.
- Give Back to Community: Take one paid day off annually to support a cause you’re passionate about!
Main responsibilities
- Lead a high‑performing team, manage, motivate, and develop a 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, conduct audits, and introduce 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, ensure 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, ensure 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 and safety and uphold health & safety standards, risk management processes, and statutory requirements across all service lines.
- Collaborate with wider partners. Work closely with facilities, security, catering, AV, and workplace teams to deliver a cohesive service experience.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Bring proven experience managing a broad range of hospitality and client‑facing services, with the ability to deliver seamless, end‑to‑end service excellence.
- Be driven to create meaningful change, elevate standards, and make a tangible impact across the operation.
- Be skilled at building strong, trusted relationships with clients at every level, fostering confidence and long‑term partnership.
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.
Guest Services Manager in London employer: Chartwells Independent
At Rapport Guest Services, we pride ourselves on fostering a vibrant and inclusive work culture that empowers our employees to excel. As a Guest Services Manager, you will benefit from extensive learning and development opportunities, competitive financial rewards, and a supportive environment that values your contributions. With a focus on creating exceptional workplace experiences, you'll have the chance to lead a talented team while enjoying exclusive perks like travel discounts and wellness programmes, all within a dynamic and fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Manager in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Chartwells Independent. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Chartwells Independent
Don't be shy about reaching out to Chartwells Independent directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Services Manager in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Chartwells Independent and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Chartwells Independent
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
