Deputy Guest Services Manager (CWDGSM)

Job Introduction

​Rapport is currently recruiting for an experienced Deputy Guest Services Manager to join our Rapport team, based in our high-profile client’s offices in Canary Wharf. Our client has multiple buildings within the area, and you will play a crucial part in overseeing the Guest Services and Reception areas.

You will play a crucial role in supporting the Guest Services Manager in the management of a fun, loving, innovative team of 16 Rapport Ambassadors across the various client’s buildings, supporting the front-of-house operations, ensuring the highest level of service and care to the client, its customers, guests, and service partners in line with service level agreements and set policies and procedures.

This is the ideal role for someone who has an incredible ability to spark immediate Rapport with the guests arriving to the building. You will be an integral part of a highly professional team focused on delivering the highest levels of client care, outstanding service and memorable experiences to all internal employees, clients, and directors. It is an exciting opportunity where no two days are the same!

This is a full-time, permanent role (40 hours per week), working from Monday to Friday on a shift rota basis between 7 AM and 6 PM as per client’s needs.

Main Responsibilities

Although role content may vary, the main responsibilities within these roles are:

• Displaying a hands-on approach, assisting the team during core hours as and when required
• Proactively dealing with guest requests in an efficient, friendly and timely manner, ensuring all business requirements are dealt with promptly and professionally
• Working with the Guest Services Manager and Supervisors to ensure excellent reporting and account management disciplines are maintained at all times, and guest and customer services are enhanced
• Exceeding client and guest expectation, and actively promoting a client-centred environment by regular coaching sessions with each team member to promote core operational standards
• Taking personal ownership and responsibility for the standards of service delivered at the client locations
• Assisting the Guest Services Manager with HR-related matters (e.g., rota management, Recruitment, Reward and Recognition, general people management)
• Actively demonstrating people management skills, leadership, and development of the team (e.g., through PDRs, coaching)

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Preferably have previous team leadership experience in front-of-house within a luxury hotel, premium airlines, or a corporate business environment
• Have passion to deliver excellent guest service in everything that they do
• Be adaptable and flexible, creative and proactive, organised and detail-oriented, process-driven, and resourceful with a can-do attitude
• Have excellent time management and communication skills (verbal and written)
• Have an outgoing personality and be able to easily build rapport with key stakeholders (internal, external and VIPs)

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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