Guest Service Manager (CWGSM)

Job Introduction

We are looking for a Guest Services Manager to lead a team of 17 Rapport Ambassadors across multiple buildings in Canary Wharf.  You will play a crucial role in managing a dynamic front-of-house team, ensuring exceptional service and support for the client, its customers, guests, and service partners, all in accordance with established service level agreements and policies.

Are you ready to make your mark with the leading provider of Corporate Guest Services? Do you have a management background in five-star hotels, premium airline industry or other leading corporate Guest Services businesses? Are you looking for a new challenge to stimulate your skills?

This is a full-time, permanent role (40 hours per week), working from Monday to Friday. 

Main Responsibilities

• Taking personal ownership and responsibility for the standards of service delivered by the front-of-house team
• Exceeding client and guest expectations by actively promoting a client-centred environment and regular coaching sessions with each team member to promote core operational standards
• Actively encouraging client and guest feedback and driving change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team
• Being involved in HR-related processes (e.g., Recruitment, Reward and Recognition, general people management)
• Actively participating and contributing at meetings in the business (e.g. with the client and the team), providing and analysing data and statistics where and when necessary
• Taking responsibility for the monthly accounting with support from the Head of Operations.
• Setting and enforcing company standards relating to people, policies and procedures, ensuring compliance to legislation and all people matters are managed fairly
• Preparing detailed monthly reports, including key operational statistics, service-related topics, and staff updates
• Supporting the Head of Operations with strategic and succession planning

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally, have at least two years of team leadership and stakeholder management in a similar role
• Have extensive knowledge of all HR procedures and protocol
• Be a proven leader who is enthusiastic about continuous development of the team and the self
• Possess a strong financial acumen and communication skills
• Have a vibrant personality who can act with integrity, highly organised, with a can-do attitude and passion for delivering high standard service
• Have great interpersonal skills and a natural ability to positively influence business decisions
• Be able to work well under pressure and have the ability to be proactive and act with intuition

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, Sainsbury’s, 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 everyone’s 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 UK’s 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, www.rapportservice.com, for further information and before applying 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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