Guest Services Manager Job at 14forty (London)

Job Description

Stepping into this role means taking the lead on one of our most exciting new contract mobilisations. As Guest Services Manager, you’ll bring energy, structure, and five‑star service standards to a diverse operation that spans front of house, client suites, events, floor management, and helpdesk services. You’ll oversee a talented team of 30 ambassadors, guiding them through mobilisation and beyond with clear direction, hands‑on leadership, and a passion for creating exceptional workplace experiences. This is a role for someone who thrives in fast‑paced environments, loves shaping service culture from day one, and knows how to bring people together to deliver something outstanding. If you’re motivated by variety, inspired by high standards, and excited to build a best‑in‑class guest services operation, this is an opportunity to make a real impact from the very start.

Job Responsibility

Lead a high‑performing team, manage, motivate, and develop a team of 30 across front of house, events, client suites, floor management, and helpdesk operations
Drive exceptional client relationships and act as the primary point of contact for senior stakeholders, ensuring service excellence and proactive communication
Mobilise a new contract through overseeing all mobilisation activity, from service setup and process design to team onboarding and operational readiness
Oversee HR and people processes, manage recruitment, onboarding, performance conversations, training, and colleague engagement across the full team
Build and enhance SOPs, develop, refine, and implement standard operating procedures to ensure consistent, high‑quality service delivery
Champion quality and service standards through monitoring performance, conduct audits, and introduce improvements that elevate the guest and client experience
Lead strategic succession planning, identify talent, build internal pipelines, and support development pathways across all service areas
Oversee events and client suite operations, ensure premium, seamless delivery of meetings, events, and VIP hosting
Manage front‑of‑house excellence and maintain a five‑star welcome experience, ensuring all touchpoints reflect brand standards
Coordinate floor management activity, ensure workspaces, collaboration areas, and client floors are well‑maintained, supported, and ready for use
Lead helpdesk operations and oversee ticket handling, service requests, and issue resolution to maintain smooth day‑to‑day operations
Analyse performance data, track KPIs, identify trends, and implement improvements based on insights
Ensure compliance and safety and uphold health & safety standards, risk management processes, and statutory requirements across all service lines
Collaborate with wider partners. Work closely with facilities, security, catering, AV, and workplace teams to deliver a cohesive service experience

Requirements

Brings proven experience managing a broad range of hospitality and client‑facing services, with the ability to deliver seamless, end‑to‑end service excellence
Driven to create meaningful change, elevate standards, and make a tangible impact across the operation
Skilled at building strong, trusted relationships with clients at every level, fostering confidence and long‑term partnership
Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together

What we offer

Exclusive travel and grocery discounts
Life assurance
Cash rewards
Contributory pension scheme
Wellness programs
Employee Assistance Program
Digital GP services
Endless learning and development opportunities
WOW Awards
One paid day off annually to support a cause you’re passionate about

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Guest Services Manager

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