Job Introduction
Account Director – Front of House Services
Rapport is looking for an exceptional Account Director to lead a high-profile Front of House operation across a prestigious corporate account portfolio that will initially incorporate UK&I and Europe. This is a strategic leadership role responsible for driving operational excellence, service innovation, client partnership and team performance across multiple locations, with the opportunity for wider global involvement.
A key focus of this role will be leading and managing the transition of “European Rapport” programmes, ensuring new initiatives, operational changes and service models are successfully embedded across the portfolio. You will also support wider global Rapport programmes and strategic client projects where required.
As the senior lead across the account, you will act as the main point of contact for all Front of House operations, ensuring a seamless and consistent workplace experience across receptions, reservations and community management functions. You will build strong relationships with senior stakeholders, lead high-performing teams and drive continuous improvement across all areas of the operation.
This role requires a visible and engaging leader who can balance strategic thinking with operational delivery, whilst championing Rapport’s culture, values and service standards.
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
- Health Matters: Access wellness programmes, Employee Assistance Programme and digital GP services
- Thrive Personally & Professionally: Excellent learning and development opportunities
- Celebrate Excellence: Recognition through WOW Awards
- Give Back: One paid volunteering day each year to support a cause important to you
Key Responsibilities
- Lead all Rapport Front of House operations across the account portfolio
- Manage the transition and implementation of “European Rapport” programmes across the business
- Support wider global Rapport programmes and strategic client projects where required
- Act as the senior operational contact for the client and key stakeholders
- Build and maintain strong relationships with Executive Assistants, senior leadership teams and clients
- Oversee receptions, reservations, community management and guest experience operations
- Drive consistency of service standards, operational excellence and audit performance across all sites
- Lead innovation initiatives and implement best practice across the portfolio
- Prepare and present monthly and quarterly business reviews and client reporting packs
- Ensure Rapport policies, procedures and service standards are consistently delivered
- Lead, develop and inspire management teams across the operation
- Ensure regular communication, team talks, 1:1s and succession planning are embedded across all locations
- Maintain a strong visible presence across sites, building trusted relationships with both clients and teams
About You
- Proven senior leadership experience within workplace experience, corporate hospitality or premium customer service environments
- Experience leading multi-site operations, transitions and large-scale service implementations
- Strong client relationship management and stakeholder engagement skills
- Commercially aware with experience managing operational performance and budgets
- Confident presenting to senior stakeholders and leading business reviews
- Strategic mindset with the ability to drive innovation and continuous improvement
- Passionate about people, service excellence and creating exceptional workplace experiences
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.