Guest Services Manager

Portico is currently recruiting for an exceptional Guest Services Manager to oversee our team of 21 across the corporate offices of one of the world's largest and most prestigious law firms.
This is a unique opportunity to lead and shape the guest experience within a high-profile corporate environment, where attention to detail, service excellence and innovation are central to everything we do.
As Guest Services Manager, you will be responsible for introducing and delivering your vision for service excellence across the firm, taking overall accountability for welcome hosting, central reservations, event support and the end-to-end guest journey. You will use operational insight and performance data to identify opportunities for continuous improvement, driving strategic innovation and ensuring our services evolve to meet the changing needs of the client.
Working closely with key stakeholders, client contacts and service partners, you will play a pivotal role in strengthening Portico's reputation by ensuring our teams consistently deliver an outstanding and value-driven service.
Key Responsibilities
Lead and inspire a high-performing Guest Services team across multiple locations.
Take overall responsibility for welcome hosting, reception services, central reservations and guest experience delivery.
Build and maintain strong relationships with client stakeholders and senior leaders.
Monitor service performance, analyse operational data and implement improvements.
Drive innovation and future-proof service delivery within a premium corporate environment.
Support and oversee event management activities, ensuring flawless execution.
Ensure consistent service standards across the London office and regional locations in Birmingham, Cardiff, Manchester and Leeds.
Collaborate with internal and external service partners to enhance the customer experience.
Manage team performance, development, engagement and succession planning.
Contribute to budget management and operational planning.
Hours: 40 hours per week, as per business needs
Salary: £52,000 per annum.
We are looking for an experienced service leader who is passionate about delivering exceptional guest experiences and capable of managing large, geographically dispersed teams.
You will have:
Proven experience managing large service-focused teams, ideally across multiple sites.
Outstanding people management and leadership skills.
Excellent communication and stakeholder management abilities.
A track record of driving change and implementing service improvements.
High professional standards and a commitment to exceptional service delivery.
Strong organisational and problem-solving skills.
The ability to work strategically while remaining actively involved in day-to-day operations.
Experience within a legal, professional services or high-end corporate environment (desirable).
Financial awareness and experience of budget management (advantageous).

Employment type
Full-time

Work arrangement
No