Regional Guest Services Manager - Scotland & Ireland

We are seeking an exceptional Regional Guest Services Manager to lead and develop our Guest Services and Colleague Services teams in Scotland and Ireland, across a prestigious corporate contract.

This is a fantastic opportunity for an experienced people leader who is passionate about delivering outstanding customer experiences and creating a culture of excellence. You will be responsible for ensuring five-star guest service standards are consistently delivered across multiple locations while supporting operational performance, colleague engagement, and continuous service improvement.
Leading a team of approximately 10 direct reports, you will provide strategic direction, operational oversight, and people leadership to ensure our service remains innovative, efficient, and industry-leading.

The successful candidate will be an inspirational and motivational manager who thrives on developing teams, building strong stakeholder relationships, and driving service excellence within a fast-paced corporate environment.

Key Responsibilities

• Lead, inspire and develop Guest Services and Colleague Services teams across multiple locations.
• Ensure the consistent delivery of exceptional five-star service standards throughout the contract.
• Provide strategic support and welcome services guidance across all sites.
• Create a positive, engaging and high-performing team culture.
• Manage the full employee lifecycle, including recruitment, onboarding, performance management, development, coaching and employee relations.
• Review, develop and implement processes, policies and procedures that enhance service delivery and operational efficiency.
• Identify opportunities for innovation and continuous improvement across the account.
• Build and maintain strong relationships with key stakeholders at all levels.
• Lead projects from conception through to successful implementation.
• Monitor service performance, ensuring operational standards and KPIs are achieved.
• Support business objectives through effective resource planning and workforce management.
• Manage budgets and financial performance where required.
• Ensure compliance with company policies, procedures and service standards.

Candidates must be flexible for regular travel to all sites within the Ireland and Scotland region.

Hours: 40 hours per week, usual shifts between 07:30 - 18:00, Mon-Fri.
Salary: £42,000 per annum

To be successful in this role, you will be a confident and experienced senior manager with a proven background leading teams within a corporate environment.

You will be a natural relationship builder with a passion for developing people and delivering exceptional customer experiences. Organised and adaptable, you'll be comfortable balancing strategic leadership responsibilities with day-to-day operational demands.

Essential Skills & Experience

• Proven experience managing and developing teams within a corporate environment.
• Strong leadership skills with the ability to inspire, motivate and coach others.
• Experience managing multiple stakeholders and building relationships at all levels.
• Excellent communication and interpersonal skills.
• Strong organisational and time management capabilities.
• Experience reviewing, creating and implementing policies, processes and procedures.
• Demonstrable experience managing HR and people processes from end to end.
• Ability to lead projects and drive continuous improvement initiatives.
• Strong problem-solving skills and a proactive approach to service enhancement.
• Ability to thrive in a fast-paced and constantly evolving environment.

Desirable

• Financial management experience, including budgeting and cost control.
• Experience within hospitality, workplace services, guest services or front-of-house operations.
• Multi-site management experience.

What You'll Bring

• A passion for delivering world-class customer experiences.
• A people-first leadership style.
• Commercial awareness and operational excellence.
• A drive to innovate and continually improve service delivery.
• The ability to influence, engage and inspire both teams and stakeholders.
  

What's in it for you?

• Excellent holiday allowance
• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• Thank you voucher scheme.
• 24-hour personal helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.