Job Introduction
We are looking for an experienced Guest Services Manager to join Rapport, supporting a prestigious multinational client in the professional services sector based in the heart of the city. This is an exciting opportunity to lead a high-performing Client Services operation across London and regional offices, ensuring the consistent delivery of exceptional guest and workplace experiences.
The successful candidate will provide leadership and support to teams across seven locations throughout the UK and Ireland, driving service excellence, operational efficiency, and strong client partnerships.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday – Friday, with flexibility as per business needs)
Salary: Up to £56,000 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
- Build and maintain strong relationships with clients, guests, and key stakeholders, developing a clear understanding of their priorities, objectives, and business needs.
- Lead, coach, and inspire a team of Rapport Ambassadors across multiple client locations, ensuring consistently high service standards.
- Oversee the day-to-day operation, including team structure, rota management, health and safety compliance, budget control, reporting, service innovation, and people management activities.
- Produce meaningful operational and service reports, providing insights and recommendations to support continuous improvement.
- Monitor and manage operational costs effectively, identifying opportunities to drive efficiencies and deliver value.
- Ensure service delivery consistently exceeds client and guest expectations across all locations.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger together.
- Have a minimum of two years' experience managing key stakeholder relationships, including clients, colleagues, and direct reports.
- Possess a strong understanding of HR policies, procedures, and employee relations practices.
- Be an experienced and motivational leader with a genuine passion for developing both teams and personal capability.
- Demonstrate excellent financial awareness, commercial acumen, and communication skills.
- Be highly organised, adaptable, and solutions-focused, with a commitment to delivering exceptional service.
- Have outstanding interpersonal skills and the ability to influence, engage, and build credibility with stakeholders at all levels.
- Remain calm and effective under pressure, using initiative, sound judgement, and a proactive approach to problem solving.
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.