Guest Services Manager
Date Posted:
Location: South East England
Country: GB
Postcode: KT19 8GY
Additional Info: Any
Closing Date: T10:01:16.91
Job Overview
We are seeking an exceptional Guest Services Manager to lead a team of Rapport ambassadors in driving our front of house operation including reception and internal floor guest services, delivering a standout experience for every visitor, client, and colleague. In this fast-paced, client-facing role, you'll inspire and support your team, elevate service standards and ensure every interaction feels seamless, warm and memorable. You will also play a key role in an exciting new client mobilisation, with the opportunity to support and shape their upcoming office move next year. This is a rare chance to be part of a fresh, high-impact transition while building strong relationships from day one. You will lead the recruitment and onboarding of a brand-new Guest Services team, setting the bar high from day one. Employment is subject to passing 10-year vetting.
Contract Details
- Type of contract: Full-time, Permanent
- Hours: 40 per week (Monday-Friday)
- Salary: Between £54,000 - £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 stakeholder relationships across all levels to support a seamless and collaborative service.
- Identify and drive service enhancements that elevate the guest journey and improve operational efficiency.
- Recruit, motivate, coach and develop your team to consistently exceed expectations and deliver best-in-class service.
- Champion the client brand by upholding its standards, values and reputation in every interaction.
- Monitor and interpret KPIs to assess guest satisfaction, operational performance and areas for improvement.
- Collaborate with internal departments to ensure swift, effective resolution of guest issues.
- Support recruitment and people processes including onboarding, development reviews and ongoing team engagement.
- Facilitate constructive feedback sessions to encourage continuous improvement and shared learning.
- Prepare clear operational reports including monthly and quarterly updates on key metrics.
The Ideal Candidate Will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Bring at least two years of proven leadership experience within a similar guest-facing or service-led environment.
- Demonstrate strong understanding of HR and recruitment processes and apply best practice confidently.
- Show genuine passion for developing people and supporting personal and team growth.
- Combine solid financial awareness with exceptional communication skills to influence decisions and drive performance.
- Bring an engaging, authentic leadership style grounded in integrity and high service standards.
- Demonstrate excellent interpersonal skills with the ability to influence positive outcomes across stakeholders.
- Thrive in fast-paced environments while maintaining a proactive, intuitive and solutions-focused approach.
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. 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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