About the job
Transforming Brand Experiences Through Storytelling
At FIRST, we are a premier global brand experience agency that specializes in delivering innovative solutions across Content, Creative, Digital Technology, Management & Delivery, and Data & Insights. With a legacy spanning over 30 years, our versatile delivery models include Embedded teams, Corporate Campus operations, and a Full-Service Agency approach.
We proudly manage over 37,000 events and projects each year across 110 countries, catering to more than 130 brands, predominantly focusing on Fortune 500 companies in sectors such as Financial Services, Technology, Healthcare, Media, and Professional Services.
Our commitment to excellence has earned us numerous accolades, including the 2026 Chief Marketer Agency of the Year and the Ad Net Zero Award for sustainability, among others.
Discover more at www.firstagency.com
Your Role and Impact
The Guest Services Manager will play a pivotal role in our organization by inspiring and guiding team members to foster collaborative relationships that embody FIRST’s core values and enhance our client's brand. You will ensure that the guest services team consistently provides outstanding service through exceptional customer interactions, positivity, and the execution of world-class events that surpass client expectations. Collaborating with other FIRST team members, you will represent the FIRST Solutions brand on-site at a distinguished tech company. This role is well-suited for a corporate event planning professional with a solid background in team management and motivation.
Your Responsibilities
- Directly oversee and manage the team of receptionists and hospitality ambassadors.
- Coordinate scheduling for daily operations and larger-scale events/full venue buyouts.
- Address and resolve guest-related escalations effectively.
- Mentor and provide ongoing feedback to team members.
- Monitor team workload to ensure understanding of capacity and pressure points, guiding event registration and guest services as needed.
- Manage vacation schedules to guarantee appropriate team coverage and review expense reports.
- Oversee the onboarding and training processes for new hires.
- Ensure adherence to standard operating procedures and compliance processes.
- Facilitate communication among team members to maximize efficiency.
- Collaborate with FIRST People & Culture on recruitment and employee relations initiatives.