Job Introduction
This is an exciting opportunity for an Experience Manager to join the team here at Rapport to shape a truly memorable workplace journey for both colleagues and visitors. You’ll oversee our Welcome and Colleague Host teams, inspiring them to deliver warm, proactive, high‑impact service every day. With an authentic leadership style, you’ll help create a workplace that feels engaging, seamless, and energising. One that our client’s people are proud to be part of and that visitors remember for all the right reasons.
As the driving force behind all Experience Services operations, you’ll lead by example on the floor, anticipate needs before they arise, and empower your team to deliver consistently exceptional moments at every touchpoint. From integrated hospitality programmes to day‑to‑day service excellence, you’ll ensure we remain the trusted point of contact, making work effortless, elevating experiences, and setting a standard other workplace aspire to.
The official title for the position will be Experience Services Lead
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday - Friday, shift rota basis between 8 AM – 6 PM)
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
- Lead, mentor, and develop a team of welcoming hosts who create genuine, memorable experiences for visitors, colleagues, and clients.
- Define and champion what an exceptional welcome looks like, inspiring the team to consistently deliver a standout arrival experience.
- Oversee all arrival and departure processes, ensuring seamless coordination—including managing meeting room booking requests.
- Take full ownership of the daily operations and service delivery across all Experience Services teams, including Welcome Hosts and Colleague Hosts, ensuring smooth and efficient performance.
- Build strong relationships with key stakeholders and actively encourage positive interactions and connection across the workplace.
- Manage all meeting room bookings, ensuring complete and accurate information is gathered, such as attendee numbers, duration, catering needs, equipment requirements, and any additional support needed.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Confident, warm, and naturally engaging in every interaction.
- Ideally possess 2 years’ experience in a similar role.
- Professional, polished appearance that reflects our brand.
- Strong customer‑focused mindset with a genuine passion for hospitality.
- Proven leadership qualities with a drive for continuous improvement.
- Highly responsible, reliable, and consistently professional.
- Outstanding verbal and written communication skills, able to engage confidently at all levels.
- Exceptionally organised, with excellent time‑management and attention to detail.
- Strong interpersonal skills and a collaborative, team‑oriented approach.
- Skilled in Microsoft Office applications, including Excel, Word, PowerPoint, Visio, and Outlook.
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.