Guest Services Manager

You didn't get into hospitality for the 6am starts, the Sunday nights or the shifts that swallow your birthdays. You got into it for the moment. The welcome. The feeling a guest carries out of the door.

What if you could keep every bit of that craft, and get your evenings and weekends back?

Some opportunities don't come around very often. Launching a brand-new Global Headquarters for one of the world's most recognised luxury brands is one of them.

We're Hestia, an independent, female-founded guest services business built around one simple belief. Great workplaces aren't remembered for their design alone. They're remembered because the people behind the service cared enough to make every moment count.

This autumn we'll be launching an entirely new guest experience within an exceptional workplace in the heart of Mayfair. We're looking for someone who wants to build it with us. Not someone to inherit an operation, but someone to create one. This isn't about maintaining standards that somebody else has written. It's about defining them. Working with us to shape the culture, build the team and create an experience that feels effortless, personal and unmistakably luxury. We need a leader who understands that true five-star service is about warmth, authenticity, and human connection.

You'll be supported by two founders who are genuinely invested in every client we work with, not hidden behind layers of corporate hierarchy. This partnership matters to us, and we're looking for someone who wants to make it matter just as much to them.

What you'll be doing

This is a blank canvas. You will be responsible for setting the benchmark for how our clients feel the moment they step inside.

• Build the Blueprint: You will write the actual processes and define what world-class service looks like across reception, events, concierge, and the mailroom.
• Nurture the Team: You will coach and inspire an exceptional Guest Services team, helping them find their own authentic voice while representing this iconic brand.
• Create a 'One Team' Culture: You will bridge the gap between your team, our colleagues, and our global clients. No silos, no egos - just a seamless, collaborative partnership.
• Lead the Way: Our clients have exceptionally high standards. You will ensure we don't just meet those expectations, but constantly challenge the status quo to redefine them.

• An Operator with Heart: You have a background in truly five-star environments, whether that’s luxury hotels, premium reception, or exclusive private members' clubs, but you’ve never lost your human touch.
• A Creator, Not Just a Keeper: You love the challenge of writing playbooks from scratch and watching them come to life through your team.
• A Natural Conductor: You know how to orchestrate a room, spot the tiny details others miss, and keep your cool when things get fast-paced.
• Obsessed with Impact: You care deeply about how your work makes people feel, from a high-profile client to the courier delivering a package.