Job objectives and responsibilities

The ultimate goal of the Account Manager is to support the leadership team in delivering all contractual service requirements while exceeding expectations. You will be responsible for the day-to-day operational delivery of services across six or more client sites. You'll play a crucial role in supporting service excellence, ensuring compliance, maintaining strong client relationships, and leading a team to deliver against expectations.

This role requires a warm, professional, and proactive approach at all times and a strong commitment to upholding the Signature brand standard. You will lead by example, set high standards for service delivery, and play a hands-on role in the daily running of the Guest Services operation, stepping in wherever needed to ensure a seamless and premium client experience.

You are a brand ambassador, committed to going above and beyond to create exceptional experiences and foster a positive workplace culture. You will be responsible for the day-to-day operational delivery of services across one or more client sites. You'll play a crucial role in supporting service excellence, ensuring compliance, maintaining strong client relationships, and leading a team to deliver against expectations.

You will work closely with both your internal teams and clients to ensure that service levels are consistently met or exceeded, standards are upheld, and continuous improvements are identified and implemented. This role offers the opportunity to grow your operational and leadership experience in a client-facing environment.

Delivering the exceptional, every day

• Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories, always deliver the prescribed Signature standard style experience.
• Daily ownership of the physical touchpoint journey, ensuring all colleague and client facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required.
• Ensure daily delivery of high-quality Guest Services.
• Monitor and report on service performance (KPIs/SLA compliance).
• Carry out regular audits and quality checks
• Support implementation of service improvements and innovations.
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Key Responsibilities & Achievements:

Client & Stakeholder Management

• Act as the primary on-site point of contact for Signature leadership and client stakeholders, ensuring consistent delivery of contracted services across multiple touchpoints.
• Build and maintain strong relationships with senior clients, executive assistants, and internal departments to support a high-quality workplace experience.
• Proactively gather and escalate feedback from guests and clients to drive continuous service improvement and inform account-level reporting.
• Conduct regular service reviews, audits, and floor walks to proactively identify operational gaps and implement corrective actions.

Service Delivery Oversight

• Lead the day-to-day operations of Guest Services including visitor management, front-of-house presence, AV support, mailroom, and space readiness, ensuring compliance with SLAs and brand standards.
• Conduct regular floor walks and service audits, identifying areas for improvement and initiating corrective actions.
• Collaborate with security, cleaning, IT, and catering teams to resolve issues and align service delivery across functions.
• Develop and track service performance metrics, using data to drive efficiency improvements and enhance service outcomes.
• Implement and maintain operational standards, SOPs, and compliance procedures in line with client KPIs and regulatory requirements.

Operational & Process Excellence

• Maintain process compliance across service procedures, tracking work orders and ensuring timely resolution of maintenance, IT, and facilities issues.
• Support administrative tasks including ad hoc reporting, service performance tracking, and documentation of team workflows.
• Take ownership of providing overview of all service departments
• Provide daily supervision, coaching, and support to the Guest Services team, promoting a proactive, solutions-oriented culture.

Team Leadership & Collaboration

• Provide daily direction and support to the Guest Services team, promoting a hands-on, proactive, and solutions-focused culture.
• Deputise for the Operations Manager when required, ensuring continuity of leadership and service standards.
• Actively contribute to a “OneMitie” approach, fostering cross-team collaboration and supporting other service areas as needed.

Client-Facing Service Ethos

• Deliver a high-touch guest experience, handling VIP arrivals and personalised requests with discretion and attention to detail.
• Build and maintain strong working relationships with client stakeholders, executive assistants, and departmental leads to ensure operational alignment and service satisfaction.
• Maintain extensive local knowledge to assist Team with recommendations and practical information (transportation, restaurants, events, etc.).
• Manage escalated and resolved service issues, guest complaints, and special requests with speed and discretion, always maintaining client trust.
• Consistently uphold a premium standard of professionalism, hospitality, and etiquette in all guest interactions.

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and /or  via your divisional incident reporting system

Person Specification

• 1 to 2 years' of comparable experience in corporate workplaces, customer service, or tourism and hospitality
• Warm and engaging communication style, able to quickly build rapport and meaningful relationships with new people
• Able to work independently and coordinate multiple tasks at once
• Essential to possess innovative qualities and highly capable of taking an active role within a dynamic workplace team
• Have excellent analytical skills and a high level of resilience
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• Immaculate grooming, personal presentation and sense of style
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Must be highly proficient in Outlook, Word, Teams, and Chrome
• SIA certification desirable
• Essential to be able to process large volume of queries across multiple platforms

Core skills required

Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation 

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.