Guest Services Manager, Hospitality

Guest Services Manager, London

Please note: The candidate must currently reside in the UK and be able to work in the UK without sponsorship.

 

Convene is seeking a Guest Services Manager to join our team in London. The Guest Services Manager will report directly to the Venue Manager.

We’re looking for a Guest Services Manager who is organised and customer-focused. The Guest Services Manager will lead a small team based in the heart of London. The building is over 10 floors with 2 basement levels with a GIA of circa 429,000 sqft. In this role, the Guest Services Manager is to oversee the day-to-day running of the ground-floor reception area. We are looking for someone who is responsible for delivering an exceptional front-of-house experience to all visitors, tenants and clients within the building. They will lead the guest service team to provide a progressional, welcoming and safe environment ensuring high service standards and a confident customer-first culture. 

What You’ll Do:

• Act as the primary point of contact for visitors, tenants and VIP guests and greet all tenants with enthusiasm and friendliness from their arrival to departure
• Ensure guests are greeted warmly, assisted promptly, directed efficiently with a friendly demeanor at all times
• Develop relationships with all tenants, security team, and contractors and can communicate dynamically with team, tenants, and security
• You will contribute to tenant satisfaction at all times by providing world-class support to tenant needs and last-minute requests
• To respond to tenant feedback and concerns promptly
• Monitor and maintain a safe and secure working environment for all tenants in the building including, resolving or/and reporting any issues
• Follow checklists and Standard Operating Procedures
• Support with facility maintenance ensuring that the building team is aware of any issue.
• Maintain safe, clean, organised, and well-stocked work areas including ordering stationery and supplies
• Responsible for constant sanitation and organization
• Managing the tenant database and updating details when necessary
• Promote the building amenities.
• To provide training and development for the wider team, lead and manage the reception team, and ensure high standards are maintained
• Booking couriers and tenant travel if required
• Manage and organize refreshments and supplies for any tenant events
• Answering the phone, using a laptop for further communications
• Registering all unannounced building visitors via the CBRE app portal and supporting  tenants with guest access
• Logging any FM jobs that are raised in the landlord areas via the app portal 
• Logging and managing the visitor management system (sign-in/out, passes, security protocols).
• Supporting the evacuation of the main reception in an evacuation. (No direct involvement with fire safety)
• Handle escalated queries, complaints, or service issues with professionalism.
• Any Ad hoc tasks required by the Venue Manager
• Lead, motivate, and develop the guest services team (receptionists, concierge, hosts).
• Conduct regular training on customer service, building policies, and emergency procedures.
• Manage team schedules, performance, and appearance standards.
• Maintain high standards of presentation across all front-of-house areas.
• Coordinate with security, facilities, and cleaning teams to ensure smooth operations.
• Monitor compliance with health & safety, fire, and building access policies.
• Oversee delivery management, access control, and visitor flow during peak times/events.
• Build strong relationships with building tenants, clients, and contractors.
• Support building management with tenant communications and service updates.
• Provide feedback and suggestions to improve building services and customer satisfaction.
• Maintain records of visitor data, incidents, and service metrics.
• Prepare monthly reports on guest services performance.

 

What We Look For: 

• At least one year of administrative experience 
• Previous experience in a guest services, hospitality, or front-of-house management role (commercial, corporate, or hospitality sector preferred).
• Experience supervising teams in a customer-facing environment.
• Knowledge of health & safety, security, and building procedures desirable.
• Management experience is essential
• Excellent written and verbal communication skills
• Multitasking and attention to details
• Computer & iPad literate (Google Docs, Microsoft Excel, and Word)
• Ability to move, carry, push, pull, and place objects up to 25 pounds without assistance
• Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Ability to stand, sit, and walk for an extended period of time
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Customer-focused mindset with problem-solving skills.
• Professional appearance and demeanor.
• Ability to remain calm under pressure and manage difficult situations.
• Competent with visitor management and office software systems.

 

Who We Are:

Convene is a global hospitality company that manages a growing portfolio of lifestyle brands focused on revolutionizing the way people meet, work, and gather.  It creates hospitality-driven experiences and uniquely designed destinations across its various brands with the singular mission of fostering human-to-human connection. The Convene portfolio comprises Convene, etc.venues by Convene, and Convene Signature, offering clients multiple products including event venues, meeting rooms, flexible office spaces, and building amenity centers.  With hospitality at its core, each brand and product offers on-site culinary, in-room A/V, production services, and dedicated hospitality staffing resources.As the largest single provider of dedicated meeting and event venues in the U.S. and UK, and with a growing footprint of flexible office space, the Convene portfolio has a network of nearly 40 locations across nine global cities.

Learn more at https://convene.com/. 

 

We’re Here For You: 

Health and Wellness

• Private medical insurance
• Subsidised eye care
• Subsidised fitness membership
• Employee Assistance Program: well-being support and personal advice programme

Time Off and Work-Life Balance

• 25 days annual leave plus bank holidays, and company sick pay
• Financial Support and Benefits
• Bonus scheme
• Interest-free loan for rail season tickets & further education
• Subsidised bicycle purchase through Cycle to Work scheme

Professional Development and Recognition

• Continuous professional and personal development support
• Employee recognition and reward programs to mark achievements and milestones

Community and Impact

• Opportunities to volunteer, donate, and participate in community give-back initiatives
• The opportunity to have a significant impact on your team and the business in the work that you do

 

Convene is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives. 

 

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