Guest Services Team Leader

The Guest Services Team Leader leads a front-of-house reception team within a high-end corporate environment, delivering an exceptional, seamless guest experience while ensuring robust compliance, operational excellence, and stakeholder confidence. The role demands a confident leader who inspires, motivates, and empowers colleagues.

Key Responsibilities

• Guest Experience & Brand Representation
  • Act as a visible ambassador, ensuring a warm, polished, and consistent first-class impression for all guests, clients, and colleagues.
  • Design, embed, and continuously evolve a best-in-class guest journey that reflects a premium corporate brand.
  • Handle VIP visits with discretion and professionalism, anticipating needs and coordinating with internal stakeholders.
  • Manage escalations or complaints calmly and effectively, ensuring swift resolution and positive outcomes.
• Team Leadership & Development
  • Lead, motivate, and coach a small team of reception professionals, setting clear expectations and high service standards.
  • Create and deliver structured training and development content aligned to company principles.
  • Manage rotas, absence, and holiday planning to ensure consistent cover and service continuity.
  • Conduct regular one-to-ones, performance reviews, and development conversations.
  • Onboard new team members and provide ongoing training in service excellence, compliance, and systems.
  • Foster a culture of accountability, pride, and continuous improvement.
• Operations, Compliance & Governance
  • Ensure reception and operations comply with security, health & safety, safeguarding, and data protection requirements.
  • Act as a key liaison with security, facilities, and workplace teams to maintain a safe and compliant environment.
  • Maintain accurate visitor logs, passes, and access processes in line with company policies.
  • Support audits and reviews, addressing any gaps or risks proactively.
  • Cover for the Workplace Experience Manager as required, ensuring consistency and compliance.
• Events, Meetings & Room Management
  • Lead on the delivery of meeting room and events bookings, ensuring accuracy, efficiency, and a premium service approach.
  • Coordinate front-of-house support for internal and external events, including guest arrival, registration, and hospitality.
  • Work closely with the Workplace Team, AV, catering, and internal teams to ensure events run smoothly end-to-end.
  • Manage room utilisation, identifying opportunities to improve flow, booking accuracy, and user experience.
• Stakeholder Engagement & Continuous Improvement
  • Build strong relationships with key internal stakeholders, understanding their needs and translating them into high-quality service delivery.
  • Use feedback, insight, and data to identify improvement opportunities across reception and guest services.
  • Contribute to wider workplace experience initiatives and service innovation.
  • Ensure standards, procedures, and playbooks are documented, embedded, and consistently applied.

Essential Skills & Experience

• Proven experience managing Guest Services within a high-end corporate, hospitality, or premium service environment.
• Strong people management skills with experience leading and developing teams.
• Excellent communication and interpersonal skills, with confidence engaging senior stakeholders and VIP guests.
• Strong organisational skills and the ability to balance guest service with operational and compliance requirements.
• High attention to detail, professionalism, and discretion.

Desirable Skills

• Experience in deployment and management of meeting-room systems and event coordination.
• Familiarity with security, access control, and workplace management systems.
• Background in hospitality, luxury service, or corporate workplace experience roles.

Personal Attributes

• Polished, calm, and confident under pressure.
• Naturally service-led with a strong eye for quality and presentation.
• Proactive, solutions-focused, and comfortable making decisions.
• Flexible and adaptable to business needs, able to solve on the spot.
• Presents structure, consistency, and high standards while remaining warm and approachable.

Working Conditions

• Site based in London.
• May require travel to wider/national support on additional sites.
• Occasional evening or weekend work.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make reasonable adjustments during the recruitment process, please let us know by emailing us.