Team Leader, Guest Services

Location: Greater London

Our Office Operations team is at the heart of ensuring the smooth and efficient functioning of the Firm’s day-to-day operations. Our team manages the infrastructure, systems and services —both globally and locally—relating to our office workplaces, onsite and remote operational services, security, safety and a range of other areas. We provide PA support and manage document production, translation and travel services.

Our team is responsible for our client-facing areas across the Firm, always seeking to ensure that clients and other visitors have an experience that is world-class. We also take the lead in running our day-to-day operations in the most environmentally sustainable way possible.

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,…