Guest Services Duty Manager - Manchester (DLMDM)
Job Introduction
We are extremely excited to be recruiting a Guest Services Duty Manager to join our Rapport team at one of Rapport's most prestigious client offices in Manchester. The client is one of the Big Four Accountancy firms in the world, and you will play a crucial role managing the team to deliver a 5* memorable experience to our clients, guests, visitors, and key stakeholders, across the operation of all client floors and hospitality areas.
The role incorporates client/contract management, enthusiasm about excellent service, building and maintaining client relationships to the highest standards. An inspirational leader will possess strong front-of-house and hospitality experience, will be enthusiastic about excellent service, and great at building and maintaining client relationships.
This is a full-time, permanent role (40 hours per week, 8 hours per day), Monday to Friday with core hours on a shift rota basis between 7:30 AM and 6 PM, with some flexibility required to work outside of these hours when we have catering needs that are outside of the usual working hours (e.g., fine dining, evening events that require food services).
Main responsibilities:
- Managing all daily operations including overseeing reception, hospitality, events and back of house
- Supervising and managing hospitality events through the day or evening
- Maintaining a hands-on approach and be prepared to cover the reception and catering tasks at key operational hours including the first and last hour of the shifts
- Communicating effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
- Providing assistance according to business needs e.g., annual leave cover, sickness cover, vacancy cover, maternity cover
- Assisting management with preparation of monthly accounts
- Supporting with team recruitment and manage administration such as HR, on-boarding and payroll
- Demonstrating the ability to provide clear direction to individuals and teams, supporting and motivating the team to drive results
- Setting and enforcing company standards relating to people policies and procedures – ensuring compliance to legislation and all people matters are managed fairly
- Conducting and monitoring all stocktaking procedures ensuring minimal risk of waste
- Supporting with weekly and monthly vending checks, including stock control and inputting of data on to financial reporting database
- Completing and maintaining all Food Safety, Health & Safety and Environmental paperwork correctly on a continual basis to ensure full compliance
- Adhering to all client and company Health, Safety and Environment policies and procedures at all times. This includes but is not limited to Food Handling, COSHH, Uniform Standards, Personal Protective Equipment, Manual Handling, Fire Regulations and quality control
- Following all relevant HSE procedures within the unit and support the team to do so also
- Raising any concerns of non-compliance to your line manager as soon as possible
- Completing First Aid and Fire Marshall training on an annual basis and represent as such
- Operating in line with company Profit Protection policies.
The ideal candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Have a minimum of two years’ experience working in a high-end hospitality establishment (e.g., luxury hotel or fine dine restaurant), overseeing a large number of events from enquiry to delivery
- Possess excellent communication skills, with experience managing and supervising staff.
- Have strong organisational skills and an attention to detail, the ability to multitask and manage competing priorities
- Be flexible with working occasional evenings to support onsite events
- Have great interpersonal skills and a natural ability to positively influence business decisions
- Be able to work well under pressure and have the ability to be proactive and act with intuition
- Must be able to demonstrate an understanding of financial documentation reporting required in a hospitality environment e.g., end of month sales and stock management
- Have basic food hygiene knowledge and a good understanding of meeting room booking software systems
About the Company
- 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