At a Glance
- Tasks: Lead and inspire teams to deliver exceptional guest and colleague experiences.
- Company: Join Portico, a diverse and fun workplace that values hard work and growth.
- Benefits: Enjoy competitive salary, excellent holiday allowance, and access to discounts.
- Other info: Flexible travel across the UK and opportunities for professional development.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience leading large teams and a passion for customer service.
The predicted salary is between 60000 - 60000 £ per year.
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 theircareers.
We are looking for an experienced and people-focused Guest & Colleague Experience Manager to lead and inspire our workplace and guest services teams across our contract with a client in the financial services industry.
Reporting to the National Account Manager, you will play a pivotal role in delivering exceptional guest, client, and colleague experiences across multiple locations.
Leading a large team of over 20 colleagues, you will be responsible for maintaining consistently high service standards, driving operational excellence, and fostering a positive, high-performing culture that reflects Portico's values and commitment to service excellence.
This is an exciting opportunity for a dynamic leader who enjoys developing teams, influencing stakeholders, implementing change, and continuously improving service delivery within a fast-paced corporate environment.
Key Responsibilities
- Lead, motivate, and develop a team of 20+ colleagues across multiple locations.
- Ensure the consistent delivery of exceptional guest and colleague experiences across the portfolio.
- Drive service excellence through effective leadership, coaching, and performance management.
- Work closely with the National Account Manager to support strategic objectives and business initiatives.
- Build and maintain strong relationships with clients, stakeholders, and operational teams.
- Monitor and manage service performance against agreed KPIs and SLAs.
- Analyse performance data and reporting to identify trends, opportunities, and areas for improvement.
- Lead continuous improvement initiatives to enhance service quality, efficiency, and consistency.
- Implement and manage operational processes, ensuring best practices are followed across all locations.
- Support recruitment, onboarding, training, and talent development activities.
- Ensure compliance with company policies, health and safety requirements, and employment legislation.
- Promote a culture of engagement, accountability, and customer-focused service delivery.
The successful candidate must be flexible to travel to all locations within the client portfolio, UK wide.
The successful candidate will ideally be based in London, Bristol, Liverpool, Leeds or Birmingham.
Hours: 40 hours per week, with typical shifts between 07:30 - 18:00, Mon-Fri.
Salary: £55,000-£60,000 per annum
The successful candidate will be an experienced workplace, hospitality, front-of-house, or soft services professional with a successful track record of leading large teams and delivering exceptional customer experiences.
They will be a strong communicator and relationship builder, who thrives in a people-centred environment, as well as passionate about creating memorable experiences for guests, clients, and colleagues alike.
Essential Skills & Experience
- Proven experience leading and developing large teams of 20+ colleagues within hospitality, workplace experience, guest services, or soft services environments.
- Strong customer service ethos and a passion for delivering exceptional experiences.
- Experience operating within a corporate or professional services environment.
- Excellent communication and interpersonal skills, with the ability to build credibility and influence stakeholders at all levels.
- Strong people management experience, including coaching, mentoring, and performance management.
- Experience managing service performance against KPIs and SLAs.
- Ability to use data, reporting, and operational insights to drive informed decision-making and continuous improvement.
- Proven track record of implementing change and improving processes and service delivery.
- Experience managing services across multiple sites or locations.
- Strong organisational and problem-solving skills.
- Proficiency in Microsoft Office applications.
- Working knowledge of workplace systems, including room booking and visitor management platforms.
- Understanding of health & safety requirements and employment legislation.
- What You'll Bring
- Inspirational leadership and a collaborative working style.
- A proactive approach to service enhancement and problem-solving.
- Commercial awareness and operational excellence.
- The ability to balance strategic objectives with operational delivery.
- A passion for creating engaging workplace experiences for colleagues and visitors.
- The drive to continuously improve standards, processes, and team performance.
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.
- #J-18808-Ljbffr
Guest & Colleague Experience Manager in London employer: WSH Group
BaxterStorey is an exceptional employer that prioritises the well-being and development of its team members, offering a range of benefits including 28 days of holiday, enhanced maternity leave, and bespoke training opportunities. Located at Airbus Broughton, our inclusive work culture fosters collaboration and celebrates diversity, ensuring that every employee can thrive while delivering outstanding hospitality experiences. Join us to be part of a supportive environment where your growth is valued and your contributions make a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land Guest & Colleague Experience Manager in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like WSH Group. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to WSH Group
Don't be shy about reaching out to WSH Group directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest & Colleague Experience Manager in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about WSH Group and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at WSH Group
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
