Guest Services Duty Manager - Manchester

We are extremely excited to be recruiting a Guest Services Duty Manager to join our Rapport team at one of Rapport's most prestigious client offices in Manchester. The client is one of the Big Four Accountancy firms in the world, and you will play a crucial role managing the team to deliver a 5* memorable experience to our clients, guests, visitors, and key stakeholders, across the operation of all client floors and hospitality areas.

The role incorporates client/contract management, enthusiasm about excellent service, building and maintaining client relationships to the highest standards. An inspirational leader will possess strong front-of-house and hospitality experience, will be enthusiastic about excellent service, and great at building and maintaining client relationships.

This is a full-time, permanent role (40 hours per week, 8 hours per day), Monday to Friday with core hours on a shift rota basis between 7:30 AM and 6 PM, with some flexibility required to work outside of these hours when we have catering needs that are outside of the usual working hours (e.g., fine dining, evening events that require food services).

Main responsibilities:

• Managing all daily operations including overseeing reception, hospitality, events and back of house
• Supervising and managing hospitality events through the day or evening
• Maintaining a hands-on approach and be prepared to cover the reception and catering tasks at key operational hours including the first and last hour of the shifts
• Communicating effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
• Providing assistance according to business needs e.g., annual leave cover, sickness cover, vacancy cover, maternity cover
• Assisting management with preparation of monthly accounts
• Supporting with team recruitment and manage administration such as HR, on-boarding and payroll
• Demonstrating the ability to provide clear direction to individuals and teams, supporting and motivating the team to drive results
• Setting and enforcing company standards relating to people policies and procedures – ensuring compliance to legislation and all people matters are managed fairly 
• Conducting and monitoring all stocktaking procedures ensuring minimal risk of waste
• Supporting with weekly and monthly vending checks, including stock control and inputting of data on to financial reporting database
• Completing and maintaining all Food Safety, Health & Safety and Environmental paperwork correctly on a continual basis to ensure full compliance
• Adhering to all client and company Health, Safety and Environment policies and procedures at all times. This includes but is not limited to Food Handling, COSHH, Uniform Standards, Personal Protective Equipment, Manual Handling, Fire Regulations and quality control
• Following all relevant HSE procedures within the unit and support the team to do so also
• Raising any concerns of non-compliance to your line manager as soon as possible
• Completing First Aid and Fire Marshall training on an annual basis and represent as such
• Operating in line with company Profit Protection policies.

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Have a minimum of two years’ experience working in a high-end hospitality establishment (e.g., luxury hotel or fine dine restaurant), overseeing a large number of events from enquiry to delivery
• Possess excellent communication skills, with experience managing and supervising staff.
• Have strong organisational skills and an attention to detail, the ability to multitask and manage competing priorities
• Be flexible with working occasional evenings to support onsite events
• Have great interpersonal skills and a natural ability to positively influence business decisions
• Be able to work well under pressure and have the ability to be proactive and act with intuition
• Must be able to demonstrate an understanding of financial documentation reporting required in a hospitality environment e.g., end of month sales and stock management
• Have basic food hygiene knowledge and a good understanding of meeting room booking software systems