Regional Guest Services Manager - Scotland & Ireland in Glasgow

Company Description

Portico is defined by our unique culture – One that rewards hard work and dedication, empowers people to grow, with the belief that work should be fun and engaging!

Our family is made up of many different people.

We embrace diversity and believe in treating everyone equally to ensure that everyone has the same opportunities to grow, develop and progress in their careers.

Job Description

We are seeking an exceptional Regional Guest Services Manager to lead and develop our Guest Services and Colleague Services teams in Scotland and Ireland, across a prestigious corporate contract.

This is a fantastic opportunity for an experienced people leader who is passionate about delivering outstanding customer experiences and creating a culture of excellence.

You will be responsible for ensuring five-star guest service standards are consistently delivered across multiple locations while supporting operational performance, colleague engagement, and continuous service improvement.

Leading a team of approximately 10 direct reports, you will provide strategic direction, operational oversight, and people leadership to ensure our service remains innovative, efficient, and industry-leading.

The successful candidate will be an inspirational and motivational manager who thrives on developing teams, building strong stakeholder relationships, and driving service excellence within a fast-paced corporate environment.

Key Responsibilities

• Lead, inspire and develop Guest Services and Colleague Services teams across multiple locations.
• Ensure the consistent delivery of exceptional five-star service standards throughout the contract.
• Provide strategic support and welcome services guidance across all sites.
• Create a positive, engaging and high-performing team culture.
• Manage the full employee lifecycle, including recruitment, onboarding, performance management, development, coaching and employee relations.
• Review, develop and implement processes, policies and procedures that enhance service delivery and operational efficiency.
• Identify opportunities for innovation and continuous improvement across the account.
• Build and maintain strong relationships with key stakeholders at all levels.
• Lead projects from conception through to successful implementation.
• Monitor service performance, ensuring operational standards and KPIs are achieved.
• Support business objectives through effective resource planning and workforce management.
• Manage budgets and financial performance where required.
• Ensure compliance with company policies, procedures and service standards.

Candidates must be flexible for regular travel to all sites within the Ireland and Scotland region.

Qualifications

To be successful in this role, you will be a confident and experienced senior manager with a proven background leading teams within a corporate environment.

You will be a natural relationship builder with a passion for developing people and delivering exceptional customer experiences.

Organised and adaptable, you'll be comfortable balancing strategic leadership responsibilities with day-to-day operational demands.

Essential Skills & Experience

• Proven experience managing and developing teams within a corporate environment.
• Strong leadership skills with the ability to inspire, motivate and coach others.
• Experience managing multiple stakeholders and building relationships at all levels.
• Excellent communication and interpersonal skills.
• Strong organisational and time management capabilities.
• Experience reviewing, creating and implementing policies, processes and procedures.
• Demonstrable experience managing HR and people processes from end to end.
• Ability to lead projects and drive continuous improvement initiatives.
• Strong problem-solving skills and a proactive approach to service enhancement.
• Ability to thrive in a fast-paced and constantly evolving environment.

Desirable

• Financial management experience, including budgeting and cost control.
• Experience within hospitality, workplace services, guest services or front-of-house operations.
• Multi-site management experience.
• What You'll Bring
• A passion for delivering world-class customer experiences.
• A people-first leadership style.
• Commercial awareness and operational excellence.
• A drive to innovate and continually improve service delivery.
• The ability to influence, engage and inspire both teams and stakeholders.
• Additional Information

What's in it for you?

• Excellent holiday allowance
• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• Thank you voucher scheme.
• 24-hour personal helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.