Deputy Guest Services Manager - Maternity Cover (ACDM)
Job Introduction
Ready to shine with a top provider in Corporate Guest Services? If you have management experience in five-star hotels, premium airlines, or exceptional guest services, we want to hear from you!
Rapport is seeking a Maternity Cover Deputy Guest Services Manager to join our dynamic management team, based in London. You'll oversee our Guest Services across 16 buildings, supporting the Guest Services Manager and leading an enthusiastic team of over 95 members. Your role will be vital in delivering outstanding front-of-house, AV, and events operations for a Fortune Global 500 client, where creativity and excellence are the daily standard. Join us and make a difference!
Type of contract: Full-time, Maternity Cover
Hours: 40 per week (Monday-Friday; shift rota basis 8 AM - 6 PM, with flexibility as per business needs)
Main responsibilities
- Overseeing daily operations at all UK locations, ensuring consistent service and client satisfaction
- Managing projects and coordinating team efforts for successful execution
- Delegating tasks to managers and senior team members, ensuring timely completion
- Addressing escalated customer complaints and resolve issues effectively
- Conducting audits and driving performance improvement
- Developing and implementing training plans aligned with company objectives; provide coaching as needed
- Participating in recruitment, onboarding, and talent retention strategies
- Managing staffing logistics, including schedules and attendance
- Overseeing budget and payroll, and assist with financial reporting
- Addressing HR issues, training senior staff for initial handling and escalation when necessary
- Fostering a motivating work environment to enhance team performance
- Ensuring compliance with Health and Safety regulations across all sites
- Collaborating with third-party partners and stakeholders regularly
- Preparing and presenting comprehensive reports for clients
- Assisting the Account Manager in strategies for account retention
The ideal candidate will
- Bring a proven track record in overseeing operations in a dynamic corporate environment
- Exhibit strong leadership qualities, inspiring and motivating team members to excel
- Possess excellent project management skills, with a knack for coordinating diverse teams effectively
- Communicate confidently and build strong relationships with clients and stakeholders
- Approach customer escalated complaints with professionalism and a solutions-oriented mindset
- Have a passion for developing talent, creating impactful training programs that drive performance
- Show a proactive approach to recruitment and talent retention strategies
- Be skilled in managing staffing logistics to ensure optimal team coverage
- Demonstrate financial acumen in budget management and reporting
- Provide insightful HR guidance and support to senior team members
- Foster a positive and thriving work atmosphere that encourages collaboration and success
- Maintain a strong commitment to Health and Safety standards across all operations
- Cultivate effective partnerships with third-party vendors and key stakeholders
- Exhibit strong analytical skills and attention to detail in preparing comprehensive client reports
- Exclusive travel discounts with TUI, Expedia, Booking.com and many more
- Save money on your groceries with discounts on Tesco, Sainsbury’s, Morrisons and other major brands
- A wide range of offers dedicated to improving your personal finances for a more secure future, including life assurance cover
- Regular emails filled with the best discounts and savings available
- Receive cash rewards every time you spend and use them on a wide range of brands
- Financial rewards - for recommending your friends and family and/or even when you bring new business to us (legitimate qualified sales leads)
- Contributory pension scheme
- Access to wellness programs to promote the mental health and well-being of our Ambassadors
- Employee Assistance Program to guide and support our team members
- Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
- Learning & development opportunities to support your personal and professional development and growth
- WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
- One Paid Day for Charity Work
Why Rapport?
Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.
We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.
Our Ambassadors’ mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.
Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.
About the Company
Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.
We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.
Our most prestigious awards include:
- In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
- We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
- Top 30 Best Places to Work in Hospitality in 2021 winner.
- Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019
Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients.
We will contact applicants within 5-7 workings days. 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.
Rapport