Head of Guest Services

Head of Guest Services

LONDON (UK Wide Role)

£70,000

Guest Services Senior Manager needed for London Finance Firm - National Role covering the UK - We are seeking an experienced Multi Site Manager to oversee service delivery across a UK-wide portfolio, with two days per week based in London.

This role is responsible for driving consistent service standards, improving the tenant experience, and ensuring a hospitality-led approach across all sites.

Key Responsibilities

Service Standards & Strategy

Develop and maintain consistent service standards across the UK portfolio.

Ensure a premium, hospitality-led experience across all locations.

Identify and implement service improvements.

Operational Management

Oversee multi-site operations including reception, hospitality, concierge, and meeting room services.

Support site teams to maintain strong presentation and service standards.

Ensure consistent delivery across London and regional locations.

Tenant Engagement

Develop initiatives to improve tenant satisfaction and engagement.

Build strong relationships with occupiers, clients, and service partners.

Support tenant retention through high-quality service delivery.

Performance & Reporting

Monitor service performance through KPIs and tenant feedback.

Review trends and recommend improvements.

Present clear updates to senior stakeholders.

Leadership & Development

Coach and support site-based teams across the portfolio.

Promote consistent service behaviours and standards.

Help develop teams to deliver a high-quality client experience.

Skills & Experience

Experience in a Regional Client Services Manager, Account Manager, Workplace Experience Manager, or similar multi-site role.

Background in corporate services, commercial property, workplace experience, hospitality, or facilities management.

Comfortable managing a UK-wide portfolio with regular London presence.

Strong stakeholder management and client relationship skills.

Experience improving service standards across multiple sites.

Organised, proactive, and confident working with regional teams.