Deputy Guest Services Manager in London

We are seeking an exceptional Deputy Guest Services Manager where you will be overseeing a brilliant team of 43 ambassadors. This role is shared with another incredible Deputy Guest Services Manager. You will be directly responsible for the operation of half the portfolio. The offices are owned and managed by our client, who is one of the most successful and recognisable property asset companies in the UK. You will be the face of the brand in our client’s high-specification offices in an architecturally striking building. You will look after multiple reception sites to provide the highest level of service and ensure that the customer’s needs are at the centre of everything you do.

The Deputy Guest Services Manager is responsible for all Ground Floor reception team members, dedicated cover receptionist, lobby hosting & members concierge throughout the London Portfolio.

Type of Contract: Full-time, Permanent

Hours: 40 per week, (Monday-Friday; on a shift rota basis between the hours of 7:30 AM – 6:30 PM). The job holder will be responsible for ensuring that these hours are covered by the team on a shift rota basis.

Ideal start date: April 2026

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 and manage team performance across the portfolio.
• Ensure that the reception team always adhere to uniform and grooming standards.
• Ensure service standards are met, and audit scores reflect.
• Take full ownership of the space/area of our receptions.
• Check that reception folders are well-organised and that any archiving required is done on a timely basis.
• Ensure reception area is presentable at all times.
• Manage rotas and holidays for all ambassadors.
• Monitor lateness and sickness.
• Adhere to all Rapport and Landsec policies and procedures.
• Abide by all Security policies and procedures, including access restrictions, the receipt of goods and Fire and Life Safety information.
• Induct all new ambassadors.
• Carry out investigation and disciplinary procedures as required.
• Conduct return to work interviews for the team as required.
• Maintain confidentiality at all times.
• Keep all information and materials relating to the business of the Firm or its clients strictly confidential.
• Attend training and meetings as required and make specific training needs known to Guest Service Manager.
• Demonstrate the ability to adapt and/or change behaviour or plans to better achieve the target/objective.
• Assist with any project work required by the client/company.
• Deal with any ad hoc duties as required.

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together.
• Ideally have experience in managing large teams of 15-20 people minimum.
• Ideally have experience in a similar role or within 5* luxury airlines or hotels.
• Be a confident and motivating leader with the ability to coach and develop high-performing teams.
• Possess excellent verbal and written communication skills, with a professional and persuasive approach.
• Have strong organisational skills and attention to detail, with the ability to manage multiple priorities.
• Be a proactive problem-solver who can identify issues early and take appropriate action.
• Demonstrate ability to build trusted client relationships and maintain service excellence.
• Exhibit a high level of professionalism, discretion, and confidentiality.

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.