At a Glance
- Tasks: Lead a dynamic team to deliver exceptional guest experiences and manage on-site events.
- Company: Join Rapport, a multi-award-winning company known for its people-first culture.
- Benefits: Enjoy travel discounts, free lunch, wellness programs, and endless learning opportunities.
- Other info: Be part of a supportive team that values inclusion and personal growth.
- Why this job: Make a real impact by creating memorable experiences in a fast-paced environment.
- Qualifications: Strong leadership skills and a passion for delivering outstanding service.
The predicted salary is between 36000 - 60000 £ per year.
We are thrilled to offer an exceptional opportunity for a Guest Services & Hospitality Manager to lead the frontline experience at one of Rapport's most prestigious client sites. This is your chance to take ownership of a high‑profile workplace environment where world‑class service, attention to detail, and memorable guest experiences set the standard every day.
In this pivotal role, you will inspire and guide a talented team of eight across Reception, AV, Switchboard, Events, and Hospitality, driving excellence in everything from Front of House operations to Call Services and on‑site event coordination. You will champion service innovation, elevate hospitality moments, and ensure every interaction reflects the premium standards of Rapport, Restaurant Associates, and our client. If you thrive in a fast‑paced, people‑focused environment and love leading a team to deliver 5‑star experiences, this is the perfect next step.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday - Friday, shift rota basis between 7 AM and 7 PM with some flexibility as per business needs)
What will you get?
- Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards PLUS, free lunch onsite for all Rapport Ambassadors
- 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 are passionate about
Main Responsibilities
- Lead a multi-site team, ensuring high levels of performance, professionalism, and client satisfaction.
- Responsible for the delivery of all on-site meetings and events and manage events budgets accordingly.
- Manage budgets effectively, upload invoices and prepare regular reports.
- Act on client and guest feedback to drive continuous improvement and introduce innovative solutions.
- Monitor KPIs to assess guest satisfaction and operational efficiency.
- Lead, motivate, and train a diverse team to achieve operational goals and foster a one-team approach.
- Support Recruitment and HR activities, including onboarding, training, coaching, managing rotas, addressing underperformance, and conducting development reviews.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together.
- Strong leadership and people management skills with proven ability to build positive, high-performing teams.
- Resilient and adaptable, with experience leading from the front.
- Excellent communication and interpersonal skills, with confidence in client-facing roles.
- Proactive problem-solver who can balance operational demands with strategic thinking.
- Detail-oriented with strong organisational and reporting skills.
- Committed to fostering a culture of accountability, professionalism, and continuous improvement.
- Knowledgeable in HR processes, employment law, and best practice in people management.
- Passionate about delivering exceptional guest experiences and exceeding client expectations.
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.
Find out more about us and our values at Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.
Guest Services in London employer: Rapport Guest Services
At Rapport Guest Services, we pride ourselves on being an exceptional employer that values our team members and their growth. Located in a prestigious client site, we offer a vibrant work culture where innovation and excellence are celebrated, alongside comprehensive benefits such as exclusive discounts, wellness programmes, and continuous learning opportunities. Join us to lead a talented team in delivering world-class guest experiences while enjoying a supportive environment that champions your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Guest Services role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Since Rapport is all about creating exceptional guest experiences, think of examples from your past that showcase your ability to deliver 5-star service and lead a team effectively.
✨Tip Number 3
Practice your communication skills! As a Guest Services & Hospitality Manager, you'll need to be confident in client-facing roles. Role-play common interview questions with a friend to get comfortable expressing your thoughts clearly and professionally.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Rapport team and ready to contribute to our people-first culture.
We think you need these skills to ace Guest Services in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for guest services shine through! We want to see how much you care about creating memorable experiences for guests and how you embody our values.
Tailor Your CV:Make sure your CV is tailored to the role. Highlight your leadership skills and any relevant experience in hospitality or events management. We love seeing how your background aligns with what we do at Rapport!
Be Specific:Use specific examples to demonstrate your skills and achievements. Whether it’s a time you led a successful event or improved guest satisfaction, we want to hear about it! This helps us understand how you can contribute to our team.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at Rapport Guest Services
✨Know the Company Inside Out
Before your interview, take some time to research Rapport and its values. Understand their commitment to exceptional guest experiences and how they foster a people-first culture. This knowledge will help you align your answers with their mission and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Guest Services & Hospitality Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully led a team, managed conflicts, or driven performance improvements. Highlighting these skills will reassure the interviewers that you can inspire and guide their talented team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think of scenarios where you've had to manage guest feedback or coordinate events under pressure. Practising your responses will help you articulate your thought process clearly during the interview.
✨Emphasise Your Passion for Guest Experiences
Make sure to convey your enthusiasm for delivering exceptional guest experiences. Share specific instances where you've gone above and beyond to ensure client satisfaction. This will demonstrate your alignment with Rapport's values and your commitment to maintaining their high standards.
