Guest Services Manager

Join a dynamic team as a Guest Services Manager where no two days are alike, and growth, collaboration, and excellence are at the heart of everything we do. This role offers the opportunity to work across 7 vibrant reception areas spread over 4 impressive buildings, with regular rotation to keep each day fresh and engaging.

This role involves leading a mid-size front-of-house team across multiple sites, with a strong emphasis on service excellence, team culture, and client satisfaction. The position requires an individual who can take ownership of people management, operational delivery, and client engagement. The role is both strategic and hands-on, requiring balance between day-to-day operations and long-term service improvements.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday–Friday; 7 AM – 6 PM, with flexibility according to business needs)

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 multi-site front-of-house team, ensuring high levels of performance, professionalism, and guest satisfaction.
• Deliver regular coaching, feedback, and performance reviews to promote accountability and service excellence.
• Manage HR processes including recruitment, onboarding, recognition, and adherence to company policy and employment law.
• Act on client and guest feedback to drive continuous improvement and introduce innovative solutions.
• Prepare and present quarterly operational reports, providing insight and data to support strategic planning and budget decisions.
• Represent the team in client meetings, providing operational expertise and building strong stakeholder relationships.
• Ensure service delivery meets agreed SLAs and client expectations consistently across all sites. 

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together
• Strong leadership and people management skills with proven ability to build positive, high-performing teams.
• Resilient and adaptable, with experience leading from the front.
• Excellent communication and interpersonal skills, with confidence in client-facing roles.
• Proactive problem-solver who can balance operational demands with strategic thinking.
• Detail-oriented with strong organisational and reporting skills.
• Committed to fostering a culture of accountability, professionalism, and continuous improvement.
• Knowledgeable in HR processes, employment law, and best practice in people management.
• Passionate about delivering exceptional guest experiences and exceeding client expectations.
• Some technical knowledge is preferred.
• Good knowledge of excel preferred.

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.