Guest Services Manager - London (DLGSM)
Job Introduction
We are looking for an experienced Guest Services Manager to join our Rapport team at one of Rapport’s most prestigious contracts, based in London. The client is one of the Big Four Accountancy firms in the world, and you will play a crucial role in the effective provision of outstanding guest service experience in accordance with and to the standards required by Rapport, the client, and all other key stakeholders.
We have a fantastic relationship with everyone on site and we are leading relationship builders. The Guest Services Manager will be responsible for 40+ members of staff overseeing the hospitality, reception, AV, events planning and execution, and campus HR.
Although this is a maternity cover role (ideal start date: mid-May - 1st of June 2024), we are offering a permanent, full-time contract (40 hours per week). At the end of the maternity cover period, you will be re-deployed to an alternative site within the Rapport portfolio (subject to T&C).
Main responsibilities:
The remit of the role is to manage Reception, Hospitality, Events, AV, and HR across the London Campus. You will be managing the guest services experience across over 60 client meeting rooms and event spaces from end to end. The main goal is to provide an outstanding client experience, whilst maintaining high standards, ensuring the team is compliant with all H&S requirements, and financial awareness is maintained.
- Managing client/ partner relationships and enhance client experience at every opportunity
- Building sustainable relationships with all key stakeholders of workplace services
- Performing monthly financial activities to ensure client budget is met
- Having a full ownership of all H&S Compliance across the team including risk assessments and FSMS
- Actively supporting and participating in the delivery of the workplace strategy
- Ensuring the teams take full ownership and provide a consistent level of service
- Demonstrating positive behavioural style of being polite, positive, helpful, and leading by example
- Driving change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team
- Being involved in HR-related processes (e.g., recruitment and retention, disciplinary and performance meetings, etc.)
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Have proven people management skills and experience in leading and managing successful teams to deliver results
- Be experienced in multi-site operations in a similar role
- Have proven relevant management experience of customer/client services delivery
- Be self-aware of communication styles and able to effectively communicate at all levels, including to senior stakeholders
- Have previous experience managing hospitality and events operations
- Understand meeting room booking software systems and how this technology could be used to benefit efficiency, reporting and auditing
- Be self-motivated, results-oriented with a track record of improvement, and able to adapt to a changing environment
- Possess first-line HSE qualifications that include risk assessment skills
- Ideally, have at least 2 years of Guest Services experience in a five-star hotel, corporate or similar environment
- 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
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