Guest Services Team Leader

2 months ago

London, Greater London, United Kingdom Rapport Guest Services Full time

About Rapport Guest Services

We are a leading provider of exceptional guest experiences, dedicated to creating positive and memorable interactions for our clients.

Role: Deputy Guest Services Manager

As a Deputy Guest Services Manager, you will play a vital role in shaping the success of our team. You will be responsible for fostering a thriving work environment where your team members feel valued, supported, and motivated to deliver outstanding service.

Key Responsibilities:
  • Cultivate a positive and productive workplace culture by prioritizing employee satisfaction and well-being.
  • Act as a role model for all team members, consistently demonstrating exceptional customer service and attention to detail in every task.
  • Manage daily operations, including scheduling, attendance, and addressing any staffing concerns.
  • Delegate tasks effectively to supervisors and ambassadors, ensuring clear communication and accountability.
  • Resolve escalated customer complaints promptly and professionally, striving for positive resolutions that exceed expectations.
  • Lead the recruitment and onboarding process for new hires, identifying and attracting top talent.
  • Provide comprehensive training and coaching to ambassadors, equipping them with the skills and knowledge to excel in their roles.
  • Address HR-related issues promptly and fairly, ensuring a respectful and inclusive work environment.
  • Collaborate with third-party partners and stakeholders to ensure seamless operations and exceptional service delivery.
Ideal Candidate Profile:
  • Proven experience as a Guest Service Manager, Front of House Manager, or Senior Supervisor in a similar environment.
  • In-depth understanding of best practices for guest service management and operations.
  • Excellent communication and interpersonal skills, with the ability to build rapport with colleagues and clients alike.
  • Strong problem-solving and decision-making abilities, with a focus on delivering exceptional customer experiences.
  • Proven leadership skills, with the ability to motivate and inspire a team to achieve high performance.
  • Adaptable and flexible, with the ability to thrive in a dynamic and fast-paced environment.

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