Floor Host Team Leader (TJTL)

Job Introduction

We are recruiting a Floor Host Team Leader to join the Rapport team at our client's offices, located in Watford. Our client is a world leader in off-price apparel and home fashions. This is a dynamic team that works in an environment where no day is the same.

This is the ideal role for someone who has an incredible ability to spark immediate Rapport with the guests and clients. You will be an integral part of a highly professional team focused on delivering outstanding service and creating memorable experiences. You will have a crucial role in supervising, developing, and engaging with our 16 Floor Hosts, and collaborating with the Team Leaders to provide the highest level of client care and personal service to all stakeholders. 

Type of contract: Permanent, Full-Time

Hours: 40 per week (Monday-Friday; 8:30 AM – 5:30 PM) hours may vary, depending on the business requirements

What will you get?

• Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards!
• Secure Your Future: Benefit from a contributory pension scheme for a stable financial tomorrow.
• Health Matters: Access wellness programs, an Employee Assistance Program, and digital GP services for holistic support.
• Thrive Personally & Professionally: Unlock endless learning and development opportunities to elevate your career!
• Celebrate Excellence: Shine a spotlight on outstanding peers with WOW Awards for their exceptional contributions.
• Give Back to Community: Take one paid day off annually to support a cause you’re passionate about!

Main responsibilities

• Supervise, motivate and develop individuals within the Floor Host team to enable them to meet current and future team and client needs.  
• Monitor / boost staff morale where needed.  
• To assist the Guest Services Manager and Deputy Guest Services Manager with developing services for the Client.  
• Liaise regularly with Associates to understand their needs and ensure the provision of a customer focused service.  
• Assist with developing succession plans to support the longer-term growth of the business as well as individual development needs.  
• Delegate in a way that encourages development and creates a sense of ownership and responsibility within the team, working effectively on developing close relationships.  
• Reward and recognise individual and team performance to encourage an engaged and motivated team.  
• Be able to make decisions, think and respond quickly to a given situation, taking responsibility through to resolution and then discussing with and updating your line manager on a regular basis.  
• Assist with producing monthly and ad-hoc reports on service usage and service issues to ensure that our client receives appropriate information in an accurate and timely manner.  
• Support and offer guidance to Floor Hosts by walking all buildings across campus on a daily basis and assisting where necessary.  
• Support the Welcome Team where necessary e.g. desk cover when required  Organise and conduct Ad Hoc Tours.  
• Conduct PDR meetings twice a year, hold weekly team meetings and run monthly 1-2-1's with your team.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally have previous experience in a similar role, leading a large team
• Have a positive and lasting relationships with all customers the client and team members  
• Demonstrates a positive attitude and behaves appropriately  
• Creates an environment of fun and teamwork  
• Proud to represent the company and the client’s firm  
• Committed to deliver the best levels of service, to help Rapport deliver its service promise

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 us

Rapport Guest Services is a multi-award-winning company, delivering front- and back-of-house guest services for leading organisations across the UK, Ireland, and globally. As part of Compass Group UK&I, we combine people-first culture with exceptional service standards.

We are proud of our commitment to inclusion, wellbeing, and creating opportunities for everyone to thrive. We are also a Disability Confident Employer, offering meaningful roles for individuals with additional needs.

Find out more about us and our values at www.rapportservice.com.  

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.