Guest Services Manager
Building a Brand Starts with a Story
FIRST is a leading global brand experience agency providing Content, Creative, Digital Technology, Management & Delivery, and Data & Insights services. For 30 years, we have utilized three flexible delivery models: Embedded teams, Corporate Campus operations, and a Full-Service Agency.
Managing over 37,000 events & projects annually across 110 countries, FIRST serves 130+ brands, specializing in Fortune 500 companies within the Financial Services, Technology, Healthcare, Media, and Professional Services sectors. FIRST is part of the broader Encore family of companies. Encore is a global leader in event production and technology.
Consistently recognized for excellence, recent honors include 2026 Chief Marketer Agency of the Year, the Ad Net Zero Award for sustainability, and more.
Learn more at www.firstagency.com
What You Would Get To Do
The Guest Services Team Lead will assume a key role within the organization by leading and motivating colleagues in a way that enhances working relationships and encapsulates FIRST values and our client’s brand. The individual will ensure the guest services team delivers exceptional service to our clients through best-in-class customer service and positivity, and delivers world-class events that exceed client expectations. Along with other FIRST team members, the Guest Services Team Lead will represent the FIRST Solutions brand on-site within a well-known tech company. This position is ideal for a corporate event planning professional with prior experience managing and motivating team members.
Your Contributions
Manage the team, including receptionists and hospitality ambassadors
Manage team scheduling day-to-day and as needed for large-scale events and full-venue buyouts.
Handles guest-related escalations
Develop, mentor, and provide feedback to team members on an ongoing basis
Oversee the workload of the team, ensuring day-to-day understanding of capacity/pressure points, and assisting/offering guidance on event registration and guest services
Manage vacation schedules, ensuring appropriate team coverage, and review all expense reports
Oversee the onboarding/offboarding process and training for all employees
Ensure team adheres to standard operating procedures and compliance processes
Manage and promote communications to all team members to ensure maximum efficiency
Partner with FIRST People & Culture on all company initiatives, recruiting, and employee relations matters
Ensure the team maintains positive relationships with clients and anticipate and address potential risks
Ensure the team is providing value to clients and seeking value-adds where possible
Partner with the client on various strategic initiatives and projects
Encourage and motivate the team to be knowledgeable of best practices and services, and to be proactive with ideas and creative solutions
Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency.
Demonstrate confidence, professionalism, responsiveness and exceptional customer service skills.
What We Are Looking For
5-7 years of experience in a similar role
Strong people management skills with the ability to lead by example
Excellent written and oral communication skills at all levels
Decision maker and problem solver with a collaborative/team-player attitude
Positive and caring approach to team management
Experience working cross-functionally with all levels of stakeholders in a fast-paced environment
Creative problem solver, resourceful, team player
Adaptability to situations and ever-changing demands
Highly organized with the ability to handle multiple tasks to meet strict deadlines
Excellent time management and multi-tasking skills
Ambitious and proactive with a calm and flexible approach to handling pressure
Experience working on large and complex databases
Assume responsibility for own environment, ensuring adherence to health and safety policies while having clean smart surroundings
Work intelligently and ensure management is aware of problems or issues which negatively affect productivity
Build excellent relationship with team through positive communications
Ensure knowledge is shared within the team to enable them to work smarter and more efficiently
Work on ad hoc requests from clients as required
This role may require some travel too
At FIRST, we believe that the passion, creativity, and commitment of our teams drive our success. That's why we offer a range of benefits and perks to support your personal and professional growth
Private Medical Insurance with BUPA from day one
28 Days Annual Leave PLUS Bank Holidays
Personal Volunteer Day
20 Days of Sick Pay each Year
Enhanced Parental Leave (Maternity & Paternity)
Wellness Stipend
Complimentary access to Headspace, Rocket Lawyer & Maven
Life Insurance
Employee Assistance Program (EAP)
Cycle to Work Scheme
Season Ticket Loan
Mobile Phone Allowance
Pension Scheme Enhancements
Discretionary Bonus Structure
Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.
#LI-TS1 #LI-Onsite FIRST is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. FIRST is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We stand firm: FIRST will not tolerate discrimination or harassment based on any of these characteristics. If any candidate feels that they are unable to meet the requirements of the role, please get in touch to discuss adjustments or other suitable roles.