Summary of the Role
As Guest Services Account Manager, you will lead the delivery of exceptional workplace experiences across a portfolio of client sites in London, Luton, Cambridge and Milton Keynes. You will be accountable for consistent service excellence, ensuring every location operates to the highest standard and reflects our commitment to quality and detail.
You will lead a team of DayMakers, setting clear expectations, driving performance and creating a culture centred on service, ownership and pride. Alongside this, you will build strong and trusted client relationships, acting as a key partner and ensuring services are aligned to client needs and expectations.
This role requires a confident and adaptable leader who is comfortable managing multiple sites, balancing priorities and maintaining high standards in a fast paced environment. The role is London based with regular travel across all locations as required.
Key Responsibilities
Operational Leadership
- Lead day to day service delivery across multiple sites, ensuring consistency, efficiency and high standards at all times
- Maintain full oversight of performance, proactively identifying risks and driving improvements
Team Leadership
- Lead, coach and develop a team of DayMakers to create a high performing and engaged culture
- Set clear objectives and ensure accountability across all locations
Client Relationships
- Build strong, credible relationships with clients, acting as a trusted partner
- Ensure service delivery meets expectations and contractual requirements
Multi Site Management
- Oversee multiple client accounts, adapting service delivery to meet site specific needs
- Balance priorities effectively across London, Luton, Cambridge and Milton Keynes
Resource Management
- Plan and allocate resource to ensure operational efficiency and cost control
- Ensure appropriate coverage and capability across all sites
Expectation Management
- Manage client and team expectations with clarity and professionalism
- Address challenges early and maintain confidence in service delivery
Continuous Improvement
- Use feedback and insight to enhance service standards and identify opportunities for improvement
- Drive a culture of innovation and proactive problem solving
Collaboration
- Work closely with internal teams including facilities, housekeeping and catering to ensure a joined up approach
Escalation and Problem Solving
- Act as the escalation point for complex issues, taking ownership and driving resolution
- Remain calm under pressure and lead with confidence
Key Skills and Experience
- Strong leadership and people management experience with the ability to build high performing teams
- Proven experience managing multiple client relationships within a service led environment
- Background in operations, ideally within hospitality, workplace or facilities management
- High attention to detail with a commitment to service excellence
- Resilient and solutions focused with the ability to manage pressure effectively
- Clear and confident communication skills across all levels
- Strong working knowledge of Microsoft programmes and business systems
- Proactive mindset with the ability to anticipate challenges and act early
It is all about you
- A people focused leader who takes pride in delivering exceptional service
- A collaborative and hands on approach with strong presence across sites
- Flexible and adaptable with the ability to travel regularly between London, Luton, Cambridge and Milton Keynes
- A confident communicator who builds trust quickly with clients and teams
What happens next
If your experience aligns with this role, we will arrange a culture conversation. This is a two way discussion to understand your approach and to give you a clear insight into On Verve. If there is a strong alignment, this will lead to a formal interview.
Job Types: Full-time, Permanent
Pay: Up to £50,000.00 per year
Benefits:
Application question(s):
- Are you willing to travel outside of London to manage client accounts?
Experience:
- guest services management: 3 years (required)
Work Location: In person
