Job Introduction
Reception & Helpdesk Manager Opportunity | Central London
Step into a role where service excellence meets leadership.
We are looking for an exceptional Reception Manager to lead our Front of House operation at a prestigious Central London location. This is an opportunity to shape the client experience, elevate standards, and inspire a high-performing team within a dynamic, premium environment.
As Reception Manager, you will oversee the seamless day-to-day running of Reception and Helpdesk (a team of 12: 10 Reception, 2 Helpdesk), ensuring every interaction reflects Rapport’s commitment to excellence. You’ll play a key role in enhancing service delivery, driving performance, and continuously evolving the Front of House experience.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday)
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:
- Leading, inspiring, and developing the Reception and Helpdesk teams to deliver outstanding service.
- Overseeing all onsite Front of House operations in line with agreed SLAs and KPIs.
- Building strong relationships with clients and stakeholders at all levels.
- Monitoring business activity to ensure services consistently meet and exceed expectations.
- Analysing performance data and delivering insightful monthly and quarterly reports.
- Collaborating across teams to share ideas, drive innovation, and enhance service delivery.
- Maintaining and evolving SOPs to ensure best-in-class operational standards.
The ideal candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Have team leadership experience in front-of-house within a luxury hotel, premium airlines, or a corporate business environment.
- Have passion to deliver excellent guest service in everything that they do.
- Be adaptable and flexible, creative and proactive, organised and detail-oriented, process-driven, and resourceful with a can-do attitude.
- Have excellent time management and communication skills (verbal and written).
- Be able to easily build rapport with key stakeholders (internal, external and VIPs).
If you’re ready to take ownership of a premium Front of House operation and make a lasting impact, we’d love to hear from you!
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.