Job Introduction
We’re thrilled to offer an exceptional opportunity for a Guest Services & Hospitality Manager to lead the frontline experience at one of Rapport’s most prestigious client sites. This is your chance to take ownership of a high‑profile workplace environment where world‑class service, attention to detail, and memorable guest experiences set the standard every day.
In this pivotal role, you’ll inspire and guide a talented team of eight across Reception, AV, Switchboard, Events, and Hospitality, driving excellence in everything from Front of House operations to Call Services and on‑site event coordination. You’ll champion service innovation, elevate hospitality moments, and ensure every interaction reflects the premium standards of Rapport, Restaurant Associates, and our client. If you thrive in a fast‑paced, people‑focused environment and love leading a team to deliver 5‑star experiences, this is the perfect next step.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday - Friday, shift rota basis between 7 AM and 7 PM with some flexibility as per business needs)
What will you get?
- Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards! PLUS, free lunch onsite for all Rapport Ambassadors!
- 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 team, ensuring high levels of performance, professionalism, and client satisfaction.
- Responsible for the delivery of all on-site meetings and events and manage events budgets accordingly.
- Manage budgets effectively, upload invoices and prepare regular reports.
- Act on client and guest feedback to drive continuous improvement and introduce innovative solutions.
- Monitor KPIs to assess guest satisfaction and operational efficiency.
- Lead, motivate, and train a diverse team to achieve operational goal and foster a one-team approach.
- Support Recruitment and HR activities, including onboarding, training, coaching, managing rotas, addressing underperformance, and conducting development reviews.
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.
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 and our values at www.rapportservice.com.
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.