Job Introduction
Stepping into this role means taking the lead on one of our most exciting new contract mobilisations. As Guest Services Manager, you’ll bring energy, structure, and five‑star service standards to a diverse operation that spans front of house, client suites, events, floor management, and helpdesk services.
You’ll oversee a talented team of 30 ambassadors, guiding them through mobilisation and beyond with clear direction, hands‑on leadership, and a passion for creating exceptional workplace experiences. This is a role for someone who thrives in fast‑paced environments, loves shaping service culture from day one, and knows how to bring people together to deliver something outstanding.
If you’re motivated by variety, inspired by high standards, and excited to build a best‑in‑class guest services operation, this is an opportunity to make a real impact from the very start.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday, standard hours of 8 AM – 5 PM however, will need to be flexible between 7 AM – 7 PM to suit business needs).
Salary: £53,000 - £55,000 per annum
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
- Lead a high‑performing team, manage, motivate, and develop a team of 30 across front of house, events, client suites, floor management, and helpdesk operations.
- Drive exceptional client relationships and act as the primary point of contact for senior stakeholders, ensuring service excellence and proactive communication.
- Mobilise a new contract through overseeing all mobilisation activity, from service setup and process design to team onboarding and operational readiness.
- Oversee HR and people processes, manage recruitment, onboarding, performance conversations, training, and colleague engagement across the full team.
- Build and enhance SOPs, develop, refine, and implement standard operating procedures to ensure consistent, high‑quality service delivery.
- Champion quality and service standards through monitoring performance, conduct audits, and introduce improvements that elevate the guest and client experience.
- Lead strategic succession planning, identify talent, build internal pipelines, and support development pathways across all service areas.
- Oversee events and client suite operations, ensure premium, seamless delivery of meetings, events, and VIP hosting.
- Manage front‑of‑house excellence and maintain a five‑star welcome experience, ensuring all touchpoints reflect brand standards.
- Coordinate floor management activity, ensure workspaces, collaboration areas, and client floors are well‑maintained, supported, and ready for use.
- Lead helpdesk operations and oversee ticket handling, service requests, and issue resolution to maintain smooth day‑to‑day operations.
- Analyse performance data, track KPIs, identify trends, and implement improvements based on insights.
- Ensure compliance and safety and uphold health & safety standards, risk management processes, and statutory requirements across all service lines.
- Collaborate with wider partners. Work closely with facilities, security, catering, AV, and workplace teams to deliver a cohesive service experience.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Brings proven experience managing a broad range of hospitality and client‑facing services, with the ability to deliver seamless, end‑to‑end service excellence.
- Driven to create meaningful change, elevate standards, and make a tangible impact across the operation.
- Skilled at building strong, trusted relationships with clients at every level, fostering confidence and long‑term partnership.
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.