Guest Services Manager UK&Europe (BNGSM)

Job Introduction

Join our dynamic Rapport team as the Guest Services Manager for the UK and Europe, based in the vibrant City of London! In this exciting role, you'll oversee client services across various locations for a rapidly expanding global American banking and financial services corporation.

You will be a key player in enhancing client experiences by empowering our Rapport Ambassadors and ensuring service delivery aligns with our esteemed client’s values. If you have a passion for guest services and thrive in a collaborative, international environment, this is your chance to shine!

We are seeking an exceptional leader with strong leadership skills and ability for managing stakeholder relationships at all levels. With around 20 direct reports—including 1 deputy and 3 team leaders—you will inspire your team to create memorable experiences and maintain service consistency across all locations. Don’t miss this opportunity to make a significant impact!

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday)

Salary range: £50,000 - £55,000 per annum, based on experience

Ideal start date: March 2025

Main responsibilities

• Lead and manage the Reception, Conference Centre, and Community Manager Services
• Drive consistency in service delivery and standards across all locations
• Build and nurture strong relationships with clients and guests at all levels
• Create an exceptional guest experience through tailored service initiatives
• Monitor guest feedback and implement improvements to services
• Lead and motivate a diverse team of guest services agents across various locations
• Provide training and development opportunities for team members
• Oversee all operational aspects, including staffing, team schedules, and safety requirements
• Ensure compliance with budgets and drive client and guest innovations
• Manage operational HR functions and provide employee relations support
• Analyse and control all in-unit costs effectively
• Collaborate with other departments to enhance overall operational efficiency
• Prepare and present reports on performance metrics to senior management

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Proven experience in contract services, ideally within a reception or conference management environment
• Exhibit a strong commitment to personal, team development, and service excellence
• Demonstrate financial acumen and communicate effectively
• Have a vibrant personality, acting with integrity and a passion for excellence
• Be highly organised with a positive, can-do attitude
• Possess excellent interpersonal skills and the ability to influence decisions positively
• Thrive under pressure and show proactive problem-solving abilities

Some of our benefits include

• 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!

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors’ mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients.

We will contact applicants within 5-7 workings days. 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.