Job Introduction
As Assistant Guest Services Manager, you will be part of a professional, customer-focused workplace experience team responsible for delivering exceptional service across Reception, Floor Hosting, and the Service Desk. Working alongside a team of 15 professionals, you will support the day-to-day leadership of the operation, ensuring a seamless and welcoming experience for employees, clients, and visitors.
Together, the team acts as the face of the organisation, creating positive first impressions, building strong relationships, and maintaining the highest standards of service. Through collaboration, attention to detail, and a proactive approach, the team delivers an outstanding workplace experience that reflects the professionalism, values, and excellence of both our client and our business.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday with flexibility as per business needs)
Salary: Between £42,000 and £46,000 per annum depending on experience
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
- Build and maintain strong stakeholder relationships across all levels to support a seamless and collaborative service.
- Identify and drive service enhancements that elevate the guest journey and improve operational efficiency.
- Recruit, motivate, coach and develop your team to consistently exceed expectations and deliver best‑in‑class service.
- Champion the client brand by upholding its standards, values and reputation in every interaction.
- Monitor and interpret KPIs to assess guest satisfaction, operational performance and areas for improvement.
- Collaborate with internal departments to ensure swift, effective resolution of guest issues.
- Support recruitment and people process including onboarding, development reviews and ongoing team engagement.
- Facilitate constructive feedback sessions to encourage continuous improvement and shared learning.
- Prepare clear operational reports including monthly and quarterly updates on key metrics.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Have at least two years of leadership experience in a similar role.
- Be knowledgeable about HR and Recruitment procedures, and best practices.
- Show genuine passion for team development and personal growth.
- Exhibit strong financial acumen coupled with exceptional communication skills.
- Bring an engaging personality that emphasises integrity and high service standards.
- Demonstrate excellent interpersonal skills, influencing positive outcomes.
- Thrive under pressure while maintaining a proactive and intuitive approach.
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 at www.rapportservice.com.
Rapport vacancies often attract a high volume of applications, but every application is personally reviewed by a member of our recruitment team. We take the time to read your application and consider your experience against the requirements of the role, so there is always a person behind the process reviewing your application.
To ensure we can give each candidate and application the attention it deserves, we can only consider one application per candidate at a time. Even if you have applied for multiple vacancies, we will focus on the role that best matches your experience and background. We therefore encourage you to carefully consider which opportunity is the strongest fit for you before applying. Please keep an eye on your inbox, including your junk/spam folder, for updates from our recruitment team.