Position Summary
We are seeking an inspiring, energetic and highly service-focused Guest Services Team Leader to help deliver a world-class hospitality experience within our prestigious London office. This is a hands-on leadership role for an individual who leads from the front, thrives in a fast-paced environment and is passionate about delivering exceptional service. The role combines leadership, operational excellence and hospitality expertise. Flexibility is essential and the successful candidate must be willing to work a rotating shift pattern and support changing business demands.
Duties and Responsibilities
Leadership & Team Development
•Lead, motivate and inspire Guest Service Assistants and Room Booking Coordinators.
•Lead by example through a visible and hands-on approach.
•Coach, train and develop team members.
•Conduct performance reviews and coaching sessions.
•Support recruitment and onboarding.
Guest Experience & Hospitality
•Deliver a five-star hospitality experience.
•Act as an ambassador for White & Case.
•Welcome and escort VIP guests.
•Anticipate guest needs and resolve issues proactively.
Operational Excellence
•Take ownership of day-to-day operations. Manage bookings and visitor requirements.
•Work collaboratively with AV, Catering, Facilities, Security and Cleaning teams.
•Manage shift allocation and operational coverage.
Duty Management
•Deputise for the Guest Services Manager.
•Act as escalation point for operational issues.
Qualifications
Essential
•Experience within luxury hospitality, five-star hotels or premium corporate environments.
•Previous team leadership experience.
•Exceptional customer service standards.
•Strong organisational and communication skills.
•Excellent attention to detail.
Desirable
•Professional services experience.
•Room booking system knowledge.
•Corporate hospitality experience.
Personal Attributes
•Hands-on leader.
•Flexible and adaptable.
•Professional and discreet.
•Calm under pressure.
•Committed to service excellence.
Location
•This role is based in London.
•This role is shift based covering 07:00 - 20:00 Monday to Friday based in office, full time.
•Flexibility required for events, VIP visits and operational requirements.
•This is not a desk-based supervisory role. We are seeking a highly visible, hands-on leader who actively supports the operation alongside their team and leads by example at all times.
What We Offer
When you join us, you'll be working directly with partners, business leaders and many other inspiring colleagues across our global network of offices. We live by our values - to be pioneering, united and human - and we believe that you'll experience them from your first day. We will give you the support and development opportunities that will help you achieve your potential. We believe that consistent high performance merits reward and support. Our compensation package reflects your calibre as a business development professional, and our benefits are designed to support your changing needs and priorities across different life stages.
Firm Benefits
We offer a flexible range of benefits, services and programmes designed to help support your lifestyle requirements. Some of the benefits currently available include:
•Private medical insurance
•Pension plan with matched employer contribution up to 7.5%
•Yearly wellbeing fund
•Income protection
•Life insurance
•Critical Illness insurance
•Private GP services
•Travel insurance
•Dental coverage
•Cycle to work
•Holiday purchase (available during annual enrolment)
This role reports to: Guest Services Manager
