What is the opportunity?

You will lead and elevate the end-to-end client and guest experience across RBC’s UK Office locations.

This role sets the standard for front-of-house excellence, shapes the service culture, and works closely with senior leaders and outsourced partners to deliver a consistently high-quality experience that reflects RBC’s standards.

The Lead acts as the senior authority on the guest experience, with strategic oversight, innovation ownership, and leadership responsibility across all guest services teams managing the outsourced partnership.

Should you be shortlisted, do please let us know if you have any specific requirements for the interview.

This is a permanent, full-time role and requires 4 days at our 100 Bishopsgate, London office.

What will you do?

Client Experience & Front-of-House Leadership

• Shape the client experience journey from arrival to departure, ensuring a consistent, high-quality experience across London campus.

• Maintain service standards inspired by first class hospitality, adapted for a corporate environment.

• Set expectations for professionalism, presentation, and behaviour across all reception areas, acting as the figurehead for a guest-facing culture.

• Design and oversee VIP hosting experiences, key client visits, and bespoke touchpoints in partnership with internal leaders and outsourced service partners.

People Leadership & Operational Oversight

• Line-manage and provide senior guidance and development to the regional reception teams.

• Lead contract management responsibility for the outsourced guest services and switchboard contracts.

• Liaise with other departments to ensure that the Building Ambassadors roles are delivering against the expectations of the business.

• Serve as the central point of alignment for the guest experience, ensuring consistency of service and clear communication.

• Establish an ongoing programme of contract meetings which maximise the value of outsourced partnerships to RBC.

• Ensure contract excellence is embedded via playbooks, SOPs, and standards for all front-of-house teams.

• Coordinate training for in-house reception teams and coach and mentor team members, supporting succession planning and ongoing performance growth.

Innovation & Continuous Improvement

• Identify and introduce new technologies, tools, or service concepts that enhance the client and guest experience.

• Lead on the innovation and fulfilment of the client gifting service across UK offices, ensuring the offering always reflects RBC’s brand and values.

• Review and refine service models, reception layouts, and operating practices to support a modern, efficient, welcoming environment.

• Involvement with planning the guest experience in any new RBC locations across the UK.

Meeting Space & Hosting Co-ordination

• Oversee how client meeting spaces are used and experienced, including booking workflows, space optimisation, AV provision, and hospitality coordination.

• Act as the senior point of escalation for hosting logistics and service delivery for key meetings and in-office events.

• Ensure smooth collaboration across reception, catering, facilities, AV, Ambassadors, Switchboard, CRE Technology, and external service partners.

Strategic Influence & Partnership

• Support Head of Client Services & Hospitality Operations in shaping and delivering the CRE vision for client and guest experience across the UK footprint.

• Use insight and data to advise on future service models, operational needs, and improvements to the guest journey.

• Represent Guest Relations in cross-functional meetings, working groups, and initiatives tied to culture, client experience, and workplace environment.

Finance & Vendor Stewardship

• Support decision-making around contract renewals, performance reviews, and service development.

• Establish and monitor Key Performance Indicators (KPIs) which will form a pivotal part of each outsourced contract model.

• Work alongside Operations to ensure budgets, POs, and supplier activity align with client experience priorities.

What do you need to succeed?

Must-have

• Prior experience in Hospitality, Events.

• Proficient in PowerPoint, Word, Forms and Excel.

Nice-to-have

• Undergraduate Degree or equivalent to.

• Experience with RBC applications such as MyMarket Place, Beeline.

What is in it for you?

We thrive on the challenge to be our best - progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses, flexible benefits and competitive compensation

• Leaders who support your development through coaching and managing opportunities

• Opportunities to work with the best in the field

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• A world-class training program in financial services.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

Job Skills

Brand Marketing, Client Counseling, Client Prospecting, Consulting Engagement Management, Creativity, Customer Relationship Management (CRM), Decision Making, Event Management, Event Planning, Group Problem Solving

Additional Job Details

100 BISHOPSGATE:LONDONLondonUnited Kingdom35Full timeWEALTH MANAGEMENTRegularSalaried2026-06-032026-06-17

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.