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- Tasks: Lead a vibrant front-of-house team and ensure exceptional guest experiences across multiple sites.
- Company: Join Rapport Guest Services, a multi-award-winning company with a people-first culture.
- Benefits: Enjoy travel discounts, wellness programs, and endless learning opportunities for career growth.
- Why this job: Make a real impact by delivering outstanding service and leading a dynamic team.
- Qualifications: Strong leadership skills, excellent communication, and a passion for guest satisfaction.
- Other info: Flexible hours, a supportive environment, and a commitment to inclusion and wellbeing.
The predicted salary is between 36000 - 60000 £ per year.
Join a dynamic team as a Guest Services Manager where no two days are alike, and growth, collaboration, and excellence are at the heart of everything we do. This role offers the opportunity to work across 7 vibrant reception areas spread over 4 impressive buildings, with regular rotation to keep each day fresh and engaging.
This role involves leading a mid-size front-of-house team across multiple sites, with a strong emphasis on service excellence, team culture, and client satisfaction. The position requires an individual who can take ownership of people management, operational delivery, and client engagement. The role is both strategic and hands-on, requiring balance between day-to-day operations and long-term service improvements.
Contract & Hours
- Type of contract: Full-time, Permanent
- Hours: 40 per week (Monday–Friday; 7 AM – 6 PM, with flexibility according to business needs)
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 a multi-site front-of-house team, ensuring high levels of performance, professionalism, and guest satisfaction.
- Deliver regular coaching, feedback, and performance reviews to promote accountability and service excellence.
- Manage HR processes including recruitment, onboarding, recognition, and adherence to company policy and employment law.
- Act on client and guest feedback to drive continuous improvement and introduce innovative solutions.
- Prepare and present quarterly operational reports, providing insight and data to support strategic planning and budget decisions.
- Represent the team in client meetings, providing operational expertise and building strong stakeholder relationships.
- Ensure service delivery meets agreed SLAs and client expectations consistently across all sites.
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.
- Some technical knowledge is preferred.
- Good knowledge of Excel preferred.
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.
Guest Services Manager in London employer: Rapport Guest Services
Contact Detail:
Rapport Guest Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Make sure you can demonstrate how your skills align with their mission, especially around service excellence and team collaboration.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your leadership and problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Guest Services Manager in London
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about your passion for guest services.
Tailor Your Application: Make sure to customise your application for the Guest Services Manager role. Highlight your leadership experience and how it aligns with our values at Rapport. This shows us you’re genuinely interested in the position!
Be Specific About Your Experience: Don’t just list your previous jobs; give us specific examples of how you’ve led teams or improved guest satisfaction. We love hearing about real-life situations where you’ve made a difference!
Apply Through Our Website: For the best chance of success, make sure to apply through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role you’re excited about!
How to prepare for a job interview at Rapport Guest Services
✨Know Your Stuff
Before the interview, dive deep into the company’s values and mission. Understand how they align with your own experiences and leadership style. This will help you articulate why you're a great fit for the Guest Services Manager role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you improved team performance or guest satisfaction. Be ready to discuss your approach to coaching and feedback, as this is crucial for the role.
✨Be Client-Focused
Since client engagement is key, come prepared with ideas on how to enhance guest experiences. Share any innovative solutions you've implemented before and how you acted on feedback to drive improvements. This shows your proactive problem-solving skills.
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member. Focus on common questions related to people management, operational delivery, and strategic thinking. The more comfortable you are discussing these topics, the more confident you'll feel during the actual interview.