Job Introduction

• 40 hours per week
• Monday - Friday
• up to £40,000 per annum
• Sodexo rewards and benefits

Job Introduction
We are seeking a dynamic and experienced Guest Services Manager to take overall accountability for the day-to-day management, coordination and control of all Defence activity at Merville Barracks, Circular Road South, Colchester, CO2 7UT and affiliated sites. This is a high-profile role requiring exceptional leadership, operational excellence, and the ability to build strong client and team relationships.
The successful candidate will oversee the delivery of a full range of guest services, including catering, bars, hospitality, housekeeping, administration, and reception services across multiple mess buildings. You will be responsible for driving service excellence, ensuring compliance, achieving financial targets, and leading a team of managers and staff across three main locations.
We are looking for a confident leader with proven experience managing complex operations across multiple sites, ideally within the hospitality, defence, or facilities management sectors.

WHAT YOU’LL DO:

• Oversee guest services delivery across 13 messes in 3 locations, including catering, bars, hospitality, housekeeping, reception, and administrative support.
• Lead, coordinate, and control all contract activity to ensure compliance with Sodexo standards, KPIs, SLAs, and client requirements.
• Manage a team of Mess Managers and support staff, driving high performance, engagement, and professional development.
• Ensure robust financial management, including P&L, payroll, budgeting, and accurate reporting.
• Monitor daily service standards, conduct audits, inspections, and compliance checks, and take corrective action where needed.
• Act as duty manager on a rota basis, including on-call and weekend/holiday cover.
• Develop and maintain long-term client relationships with senior military and civilian stakeholders, ensuring satisfaction and proactive issue resolution.
• Contribute to business growth by identifying new opportunities and enhancing hospitality and mess offers.
• Drive continuous improvement and innovation across all guest service functions.
• Ensure compliance with food safety, health & safety, fire safety, first aid, and all statutory regulations.
• Lead promotional activities and marketing initiatives to increase engagement and revenue.
• Champion Sodexo’s brand integrity, corporate responsibility, and values, ensuring consistency across all operations.
• Plan and coordinate service delivery with other managers to ensure a seamless guest experience.
• Ensure effective use of Sodexo systems (e.g., Eprophit, TMS, Clarity/Epos, UDC billing), with accurate payroll and data management.
• Manage stock, cash, and assets in line with company policy, minimising waste and shrinkage.
• Support and promote employee engagement activities aligned with IIP Gold standards.
• Lead on compliance during external inspections (e.g., HM Inspectorate of Prisons).
• Drive operational excellence in hotel services, ensuring high occupancy standards in Officers’ and Sergeants’ Mess accommodation.
• Promote a zero-harm culture and deliver regular safety communications to staff.
• Prepare accurate forecasts, budgets, and business plans, reporting variances and implementing corrective action.
• Support recruitment, induction, training, and succession planning to build a skilled and motivated workforce.
• Collaborate with colleagues across departments to deliver cross-functional projects and service improvements.
• Represent Sodexo as a brand ambassador within the Defence community and wider Colchester area.

What you bring:

• Experience in a management role within soft FM services.
• Strong leadership and people management skills, including HR processes.
• Excellent communication, interpersonal and numerical skills.
• Knowledge of H&S and food safety requirements.
• Ability to make independent decisions and work on your own initiative.
• Strong IT skills (MS Office).
• Track record of managing client relationships and driving performance.

Working with Sodexo is more than a job; it’s a chance to be part of something greater. You’ll belong in a company and team that values you for you; you’ll act with purpose and have an impact through your everyday actions; and you’ll be able to thrive in your own way. In addition, we offer:

• Mental health & wellbeing support
• Employee Assistance Programme for personal, legal, and financial advice
• 24/7 virtual GP & lifestyle rewards
• Discounts for you & family
• Financial tools & retirement plan
• Cycle to Work & Paid volunteering da