Guest Services Manager

Guest Services Manager

Job purpose

To deliver unrivalled Guest & Customer Experience across all of our centre communities by facilitating and co-ordinating all aspects of FM and compliance, to ensure our brand touch points provide a frictionless guest and customer journey.

You will be accountable for:

  • Delivering the Guest & Customer Experience strategies across all the centres through the pro-active management of FM services through an effective contract partnership
  • Effective and timely support of the Centre teams, and Support Office in resolving any FM issues impacting on our Guest and Customer Experience
  • Conducting regular monthly visits to the centres representing the Guest Experience Team demonstrating our required behaviours at all times

You will be responsible for:

  • Producing a monthly report for the Guest Experience Meeting to update on current progress, and outlining any issues affecting our brand touch points
  • To actively engage with our service partners on a monthly basis across security, cleaning and maintenance to ensure Operational Standards requirements are being met across all of our centres
  • To coach and mentor the onsite Operations Managers to empower them to deliver optimum Guest and Customer journey.
  • Monitoring the service partner websites’ identified actions and ensuring compliance by the onsite teams to protect the health, safety and welfare of our teams, guests and customers.
  • Exploring new opportunities to enhance the experience of our Guests and Customers.
  • Provide accurate information on safety, technical and environmental statistics to enable accurate reporting of responsible business objectives

Performance Measures

  • Accurate and effective projects and reporting delivered within required timeframes
  • No enforcement issues across the centres from poor performance of equipment or bad practices
  • Positive stakeholder and colleague feedback


Based at the C&R office, London, SW1.

How to apply

Interested? Send your CV and covering letter to Kate Thursfield, at




Kate Thursfield

National Guest Experience Manager

020 79328079