We have a fantastic opportunity for a Guest Services & Hospitality Manager to join Rapport at a prestigious client site within the global insurance and financial services industry, conveniently located near Fenchurch Street. This is an exciting opportunity to lead a dynamic team and shape exceptional guest experiences in a professional, fast-paced corporate environment.

You will lead and inspire a talented team of 6 Rapport and 10 Restaurant Associate Ambassadors across multi-site Reception, Hospitality, AV, Switchboard and Events, ensuring seamless day-to-day operations and outstanding service delivery. With a focus on developing your team, building strong relationships and continuously enhancing the guest experience, you will play a key role in maintaining the exceptional standards that Rapport is known for.

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday; shift rota basis between 7 AM and 7 PM, with occasional overtime for events and business needs)

What will you get?

• Financial freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards! In addition, we offer subsidised meals while on duty.
• 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, motivate and develop the Guest Services, Hospitality and AV teams across multiple sites, fostering a positive and collaborative working environment.
• Oversee daily multi-site operations, ensuring a seamless and exceptional experience for guests, colleagues and clients.
• Build strong relationships with clients and key stakeholders, acting as their main point of contact.
• Coordinate meetings, hospitality services, events and VIP visits, ensuring smooth delivery and attention to detail.
• Manage budgets, forecasting, purchasing and invoicing, ensuring effective cost control and financial performance.
• Oversee recruitment, onboarding, team rotas, training, performance management and employee development.
• Monitor KPIs, service standards and guest feedback to identify opportunities for improvement across all sites.
• Ensure AV services run smoothly, providing reliable support for meetings, presentations and events.
• Maintain compliance with health and safety regulations, company policies and operational procedures.
• Collaborate with wider teams to introduce innovative ideas, improve efficiency and consistently enhance service delivery across all locations.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together.
• Have proven management experience within Guest Services, Hospitality or a similar client-facing environment, ideally across multiple sites.
• Be a confident, approachable and inspiring leader, with experience developing and motivating high-performing teams.
• Demonstrate strong commercial awareness, with experience managing budgets, financial performance and operational targets.
• Have a good understanding of HR processes, including recruitment, performance management, training and employee development.
• Possess excellent communication and interpersonal skills, with the ability to build strong relationships with clients and key stakeholders.
• Be proactive, adaptable and solutions-focused, with excellent organisational skills and the ability to manage competing priorities.
• Be passionate about delivering exceptional service, with a keen eye for detail and a commitment to continuous improvement.

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 at www.rapportservice.com.

Rapport vacancies often attract a high volume of applications, but every application is personally reviewed by a member of our recruitment team. We take the time to read your application and consider your experience against the requirements of the role, so there is always a person behind the process reviewing your application.

To ensure we can give each candidate and application the attention it deserves, we can only consider one application per candidate at a time. Even if you have applied for multiple vacancies, we will focus on the role that best matches your experience and background. We therefore encourage you to carefully consider which opportunity is the strongest fit for you before applying. Please keep an eye on your inbox, including your junk/spam folder, for updates from our recruitment team.