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 utilised 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, specialising 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 recognised for excellence, recent honours include 2026 Chief Marketer Agency of the Year, the Ad Net Zero Award for sustainability, and more.

com What You Would Get To Do The Guest Services Team Lead will assume a key role within the organisation by leading and motivating colleagues to enhance working relationships and embody 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 deliver 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 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 the 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 Fluency in English and German (both written and spoken) Strong people management skills with the ability to lead by example 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 organised 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 one's 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 relationships with the team through positive commun