At a Glance
- Tasks: Create unforgettable guest experiences and lead a dynamic service team.
- Company: Award-winning law firm known for exceptional hospitality.
- Benefits: Competitive salary, performance bonus, and true work-life balance.
- Other info: Join a people-first culture with opportunities for growth and innovation.
- Why this job: Shape memorable moments and inspire a passionate team every day.
- Qualifications: Proven leadership in service environments and a passion for guest experiences.
The predicted salary is between 45000 - 45000 £ per year.
Are you someone who loves creating unforgettable guest experiences, the kind people talk about long after they’ve left? And do you get a buzz from having the freedom and resources to bring big ideas to life? If so, you’re going to love this… Our client is one of the most respected law firms in the city, known for seriously impressive hospitality. They’ve even won awards for it! From the moment guests arrive to the moment they leave, our Rapport team makes every interaction feel smooth, thoughtful and genuinely memorable. Creating those “WOW” moments aren’t just encouraged, it’s part of the job and, of course, you’ll be rewarded for this.
We’re now looking for a Service Excellence Manager to lead our award-winning team, someone who can inspire, motivate and push the service even further. You’ll be the face of the reception team, spending your time where it matters most: with guests, supporting colleagues and making every arrival feel special. You’ll have the freedom and support to try fresh ideas and create experiences people won’t forget. This is a role for a true people person who’d rather be out on the floor than tucked away in an office. If this sounds like your kind of challenge, it might just be the perfect match. And the best part?… you get to do all of this Monday to Friday.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday, with flexibility as per business needs)
Salary: £45,000 per annum + performance bonus
What will you get?
- Enjoy true work‑life balance with a Monday–Friday schedule that lets you thrive both in and out of work.
- Shape unforgettable guest experiences using the resources, creativity and freedom to bring bold ideas to life.
- Partner with a prestigious client and unlock incredible opportunities for growth, innovation and professional development.
- Access a suite of Rapport benefits designed to support your wellbeing, reward your success and elevate your career.
Main responsibilities:
- Create a standout workplace experience that feels polished, welcoming and genuinely engaging for colleagues, visitors and stakeholders.
- Lead from the front to deliver warm, elevated interactions that set the tone for the entire space.
- Inspire and develop your team through coaching, confidence‑building and visible, hands‑on leadership.
- Build meaningful relationships across the business, becoming a trusted and recognisable presence.
- Spot opportunities to elevate service and continuously refine how the workplace experience is delivered.
- Create a connected, valued environment where people feel welcomed, supported and proud to be part of the community.
- Embed a culture of accountability with high standards, ownership and a commitment to constant improvement.
The ideal candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Proven leadership in service‑led environments such as guest experience, hospitality, workplace and luxury settings.
- A genuine passion for memorable experiences and creating meaningful human connection.
- A collaborative, emotionally intelligent style that brings people together.
- Confidence in fast‑paced, visible roles where every interaction counts.
- Exceptional attention to detail with a natural instinct for anticipating needs.
- The ability to inspire and energise others while bringing positivity to every day.
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.
Service Excellence Manager in London employer: Chartwells Independent
Join Constellation at Molineux Stadium, where we pride ourselves on creating a vibrant and supportive work environment for our Kitchen Porters. With flexible matchday roles, you'll have the chance to be part of thrilling events while enjoying opportunities for personal growth and development within the Levy UK family. Our commitment to high standards and teamwork ensures that every employee feels valued and integral to our success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Excellence 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 Service Excellence 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!
