Guest Services Team Leader (KFTL)

Job Introduction

We are recruiting for a Guest Services Team Leader to join our Rapport Team, based in one of our client's sites near Baker Street. Our Client is the UK's leading independent Real Estate Consultancy firm, and this is a fantastic opportunity to work in a highly efficient, professional, and friendly reception team, providing excellent customer service.  

This is the ideal role for a dynamic individual who can manage and inspire. The successful individual will excel in creating an innovative environment which enhances the client experience. You will be an integral part of a highly professional team focused on delivering outstanding service and memorable experiences.  

This is a full-time, permanent role (40 hours per week), Monday to Friday on a shift rota basis between 8 AM and 6:30 PM, as per business needs.

Main responsibilities

Although role content may vary, the main responsibilities of the Guest Services Team Leader roles are:

• Leading and managing the Guest Services Team in accordance with and to the standards required by Rapport, the Client, and all other contractors
• Effectively managing the client/guest floors, providing great quality service for the Client, and other stakeholders, auditing, ensuring team engagement and escalation of all urgent works and complaints
• Proactively anticipating guests' needs, by being proactive and always ready to offer solutions
• Continuously seeking to find innovative ways to develop the services we offer
• Encouraging teamwork in the department, and taking part in the cross-training programs available

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally, have previous leadership and customer/client service delivery skills in a similar role within a five-star establishment (e.g., luxury hotel, premium airline, or corporate environment)
• Have the ability to create immediate rapport and effectively communicate at all levels, and work independently, as well as in a team
• Be highly organised, with passion for delivering high standard service and going the extra mile
• Have great interpersonal skills, an outgoing and vibrant personality
• Possess great attention to details and strong organisation skills
• Demonstrate an excellent command of the English language, both in verbal and written communication
• Be IT and computer literate
• Be self-motivated and able to adapt to a fast-paced environment, prioritising tasks accordingly

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.