Guest Service Team Leader

Rapport Guest Services Team Leader Job Opportunities

Join our dynamic team at Rapport Guest Services, where exceptional service meets a welcoming atmosphere. We are on the lookout for enthusiastic individuals to fill multiple Reception/Guest Services Team Leaders, and Senior Front of House Coordinators. If you are passionate about creating memorable experiences for guests and thrive in a fast-paced environment, we want to hear from you!

The roles are based in our Client sites across vibrant locations across London, including Canary Wharf, the City of London, and the West End.

Our Clients are prestigious corporate organisations, operating in various industries (e.g., Finance, Marketing, Tech, Property Management, etc.), and we deliver service excellence through our dedicated team of Rapport Ambassadors.

We offer full-time, permanent contracts (40 hours per week), with a shift rota basis from Monday to Friday between 7 AM and 7 PM. Flexibility may be required as per business needs.

Main responsibilities

• Delivering outstanding client care by greeting guests promptly and professionally
• Managing all daily operational aspects of the guest services (e.g., ground floor reception, meeting room management), ensuring an effective and flexible approach
• Monitoring the standards of service delivery to ensure excellence and consistency at all times
• Developing effective working relationships with the client, key stakeholders, and service providers
• Managing complaints/concerns, and liaising with relevant departments, escalating to the Management as necessary
• Supporting with performance reviews, executing individual Personal Development Plans, rota management (e.g., arranging cover during sickness/holidays/training), and other HR-related aspects (e.g., Recruitment)
• Supporting with new team members onboarding, training, coaching, and other team engagement activities to create a one team approach

The ideal candidate will

• Share our Rapport values:Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally, have at least one year of customer service and team leadership experience in a similar environment
• Be upbeat organised, self-confident, and able to adapt to changing situations
• Demonstrate a positive, can-do attitude wit a focus on detail and professionalism
• Be able to manage and motivate the team, ensuring the client needs and visitors are met
• Possess excellent communication skills, written and verbal

Some of our benefits include:

• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your groceries with discounts on Tesco, Sainsburys, Morrisons and other major brands
• A wide range of offers dedicated to improving your personal finances for a more secure future, including life assurance cover
• Regular emails filled with the best discounts and savings available
• Receive cash rewards every time you spend and use them on a wide range of brands
• Financial rewards - for recommending your friends and family and/or even when you bring new business to us (legitimate qualified sales leads)
• Contributory pension scheme
• Access to wellness programs to promote the mental health and well-being of our Ambassadors
• Employee Assistance Program to guide and support our team members
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Learning & development opportunities to support your personal and professional development and growth
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyones differences and diverse backgrounds. We have created a number of Employee Networks as part of our Be Yourself at Rapport programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UKs most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

In the 2021 Best Companies to work for awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).

We were awarded three stars from Best Companies, their ultimate accolade, in 2021 signifying a World Class company.

Top 30 Best Places to Work in Hospitality in 2021 winner.

Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website to learn more about Rapport and our clients.

We will contact applicants within 5-7 workings days. Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.

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