Deputy Guest Services Manager

at  Rapport

RAPPORT IS CURRENTLY RECRUITING FOR AN EXPERIENCED DEPUTY GUEST SERVICES MANAGER TO JOIN OUR RAPPORT TEAM, BASED IN OUR HIGH-PROFILE CLIENT’S OFFICES IN CANARY WHARF. OUR CLIENT HAS MULTIPLE BUILDINGS WITHIN THE AREA, AND YOU WILL PLAY A CRUCIAL PART IN OVERSEEING THE GUEST SERVICES AND RECEPTION AREAS.

You will play a crucial role in supporting the Guest Services Manager in the management of a fun, loving, innovative team of 16 Rapport Ambassadors across the various client’s buildings, supporting the front-of-house operations, ensuring the highest level of service and care to the client, its customers, guests, and service partners in line with service level agreements and set policies and procedures.
This is the ideal role for someone who has an incredible ability to spark immediate Rapport with the guests arriving to the building. You will be an integral part of a highly professional team focused on delivering the highest levels of client care, outstanding service and memorable experiences to all internal employees, clients, and directors. It is an exciting opportunity where no two days are the same!

MAIN RESPONSIBILITIES

Although role content may vary, the main responsibilities within these roles are:

• Displaying a hands-on approach, assisting the team during core hours as and when required
• Proactively dealing with guest requests in an efficient, friendly and timely manner, ensuring all business requirements are dealt with promptly and professionally
• Working with the Guest Services Manager and Supervisors to ensure excellent reporting and account management disciplines are maintained at all times, and guest and customer services are enhanced
• Exceeding client and guest expectation, and actively promoting a client-centred environment by regular coaching sessions with each team member to promote core operational standards
• Taking personal ownership and responsibility for the standards of service delivered at the client locations
• Assisting the Guest Services Manager with HR-related matters (e.g., rota management, Recruitment, Reward and Recognition, general people management)
• Actively demonstrating people management skills, leadership, and development of the team (e.g., through PDRs, coaching)