Guest Services Manager in London

Building a Brand Starts with a Story. FIRST is a leading global brand experience agency providing Content, Creative, Digital Technology, Management & Delivery, and Data & Insights services. For 30 years, we have utilized three flexible delivery models: Embedded teams, Corporate Campus operations, and a Full-Service Agency. Managing over 37,000 events & projects annually across 110 countries, FIRST serves 130+ brands, specializing in Fortune 500 companies within the Financial Services, Technology, Healthcare, Media, and Professional Services sectors.

What You Would Get To Do:

• The Guest Services Team Lead will assume a key role within the organization by leading and motivating colleagues in a way that enhances working relationships and encapsulates FIRST values and our client’s brand.
• The individual will ensure the guest services team delivers exceptional service to our clients through best-in-class customer service and positivity, and delivers world-class events that exceed client expectations.
• Along with other FIRST team members, the Guest Services Team Lead will represent the FIRST Solutions brand on-site within a well-known tech company.

Your Contributions:

• Manage the team, including receptionists and hospitality ambassadors.
• Manage team scheduling day-to-day and as needed for large-scale events and full-venue buyouts.
• Handle guest-related escalations.
• Develop, mentor, and provide feedback to team members on an ongoing basis.
• Oversee the workload of the team, ensuring day-to-day understanding of capacity/pressure points, and assisting/offering guidance on event registration and guest services.
• Manage vacation schedules, ensuring appropriate team coverage, and review all expense reports.
• Oversee the onboarding/offboarding process and training for all employees.
• Ensure team adheres to standard operating procedures and compliance processes.
• Manage and promote communications to all team members to ensure maximum efficiency.
• Partner with FIRST People & Culture on all company initiatives, recruiting, and employee relations matters.
• Ensure the team maintains positive relationships with clients and anticipate and address potential risks.
• Ensure the team is providing value to clients and seeking value-adds where possible.
• Partner with the client on various strategic initiatives and projects.
• Encourage and motivate the team to be knowledgeable of best practices and services, and to be proactive with ideas and creative solutions.
• Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency.
• Demonstrate confidence, professionalism, responsiveness and exceptional customer service skills.

What We Are Looking For:

• 5-7 years of experience in a similar role.
• Strong people management skills with the ability to lead by example.
• Excellent written and oral communication skills at all levels.
• Decision maker and problem solver with a collaborative/team-player attitude.
• Positive and caring approach to team management.
• Experience working cross-functionally with all levels of stakeholders in a fast-paced environment.
• Creative problem solver, resourceful, team player.
• Adaptability to situations and ever-changing demands.
• Highly organized with the ability to handle multiple tasks to meet strict deadlines.
• Excellent time management and multi-tasking skills.
• Ambitious and proactive with a calm and flexible approach to handling pressure.
• Experience working on large and complex databases.
• Assume responsibility for own environment, ensuring adherence to health and safety policies while having clean smart surroundings.
• Build excellent relationship with team through positive communications.
• Ensure knowledge is shared within the team to enable them to work smarter and more efficiently.
• Work on ad hoc requests from clients as required.
• This role may require some travel too.

At FIRST, we believe that the passion, creativity, and commitment of our teams drive our success. That's why we offer a range of benefits and perks to support your personal and professional growth:

• Private Medical Insurance with BUPA from day one.
• 28 Days Annual Leave PLUS Bank Holidays.
• Personal Volunteer Day.
• 20 Days of Sick Pay each Year.
• Enhanced Parental Leave (Maternity & Paternity).
• Wellness Stipend.
• Complimentary access to Headspace, Rocket Lawyer & Maven.
• Life Insurance.
• Employee Assistance Program (EAP).
• Cycle to Work Scheme.
• Season Ticket Loan.
• Mobile Phone Allowance.
• Pension Scheme Enhancements.
• Discretionary Bonus Structure.
• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

FIRST is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. FIRST is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.