Hestia Guest Services
Guest Services Manager
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We are a young, dynamic customer service specialist, a team of experts dedicated to delivering unparalleled five-star service to elite corporate clients. We are hiring a Guest Services Manager to lead the Guest Services Team at a global renowned brand in their stunning new office in the West End. Yes, the space will be stunning, but a beautiful building is just an empty shell without soul.
We aren’t looking for a rigid, robotic corporate manager to enforce stiff rules. We are looking for a leader who understands that true five-star service is about warmth, authenticity, and human connection.
If you have the determination to build an operation from the ground up and the empathy to make every single person who walks through the doors feel genuinely valued, we'd love to hear from you.
This is a blank canvas. You will be responsible for setting the benchmark for how our clients feel the moment they step inside.
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Responsibilities
- Build the Blueprint: You will write the actual processes and define what world-class service looks like across reception, events, concierge, and the mailroom.
- Develop the People: You will hire, train, and mentor a Guest Services team, helping them find their own authentic voice while representing this iconic brand.
- Create a 'One Team' Culture: You will bridge the gap between your team, our colleagues, and our global clients. No silos, no egos - just a seamless, collaborative partnership.
- Lead the Way: Our clients have exceptionally high standards. You will ensure we don't just meet those expectations, but constantly challenge the status quo to redefine them.
Who You Are
- An Operator with Heart: You have a background in truly five-star environments, whether that’s luxury hotels, premium reception, or exclusive private members' clubs, but you’ve never lost your human touch.
- A Creator, Not Just a Keeper: You love the challenge of writing playbooks from scratch and watching them come to life through your team.
- A Natural Conductor: You know how to orchestrate a room, spot the tiny details others miss, and keep your cool when things get fast-paced.
- Obsessed with Impact: You care deeply about how your work makes people feel, from a high-profile client to the courier delivering a package.
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What We Offer
- £50,000 salary + client discretionary bonus
- 25 days holiday
- Health Cash Back Plan & Wellbeing Platform
- Genuine autonomy to shape a flagship department your way, no corporate bureaucracy holding you back.
- Being a senior leader within a growing business, helping shape our strategy and future growth.
Want to be part of this exciting project? Apply today.
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