Job Introduction
Experience Manager
London | Permanent, Full-time | 40 hours per week, between 7am–7pm | Some weekends as required
Be the energy behind an exceptional guest experience. Rapport is looking for an Experience Manager to lead the guest and visitor experience across two dynamic buildings based in the heart of the city. You will definitely need a head for heights for this highly visible role. We are looking for someone with a big personality, a natural eye for service and the confidence to make things happen. You will set the tone, read the room and make sure our hosts are delivering an outstanding experience. Think maître d’ meets guest service coach!
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 programmes, an Employee Assistance Programme and digital GP services to support your wellbeing.
- Thrive personally and professionally: Unlock learning and development opportunities to support your career.
- Celebrate excellence: Shine a spotlight on outstanding colleagues with WOW Awards for exceptional contributions.
- Give back to the community: Take one paid day off each year to support a cause you are passionate about.
Main Responsibilities
- Be a visible presence across the Client buildings, acting as a role model for hosts and bringing Rapport and client values to life.
- Continually assess the guest experience and identify where the team needs to focus throughout the day.
- Use service data and guest feedback to make real time decisions and create a more fluid, responsive service.
- Recognise where support is needed and help the team adapt, moving away from rigid routines to create a more flexible service environment.
- Give regular, constructive feedback to hosts to continually raise service standards.
- Gather guest and visitor feedback and turn it into meaningful service improvements.
- Support the Account Manager and Service Leads with new ideas, innovation and improvements.
- Deliver engaging service focused training, both on the job and in the classroom.
- Bring energy, excitement and personality to the experience every day.
Ideal Candidate
We are looking for someone who lives and breathes great service. You will be confident, naturally engaging and comfortable being the person everyone notices when they walk into the lobby. You will have the instinct to spot when something is not quite right, the confidence to act on it and the ability to bring people with you.
The successful candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Be a natural service leader who leads by example.
- Be highly visible, energetic and confident.
- Have a genuine passion for creating exceptional guest experiences.
- Be comfortable giving feedback and coaching others.
- Think on your feet and make decisions in the moment.
- Be naturally curious and constantly look for ways to improve.
- Be a strong communicator who can build rapport quickly.
- Bring new ideas, energy and excitement to an established operation.
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.
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.