Guest Services Team Leader (GITL)

Job Introduction

Rapport is seeking a Guest Services Team Leader to join our team at our Client’s London West End offices. Our Client is a leading investment management firm with a strong focus on sustainable investment options.

In this role, you’ll lead a dynamic Front of House team of three, supporting two offices just a 10-minute walk apart. You’ll be responsible for delivering exceptional service across Guest Services, Call Services, and Event coordination, ensuring everything runs smoothly and meets both Rapport and our Client’s high standards.

If you’re passionate about leadership and delivering top-tier service, we’d love to hear from you!

Type of contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday; shift rota basis between 7:30 AM and 6:30 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 and mentor the Front of House team, ensuring alignment with Rapport and Client service standards.
• Manage day-to-day operations, ensuring high-quality service delivery across Guest Services, Call Services, and Events Coordination.
• Provide coaching and development opportunities for team members to enhance their skills and career growth.
• Oversee HR responsibilities, including performance reviews, scheduling, and managing team dynamics.
• Foster a positive, inclusive, and collaborative team environment, encouraging open communication and feedback.
• Ensure seamless coordination between the two offices, maintaining high standards across 2 locations.
• Handle any issues or challenges that arise, ensuring quick resolution and maintaining excellent service standards.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally, have front-of-house Reception experience in a luxury hotel, premium airline or corporate environment. 
• Bring a passion for delivering exceptional service, with experience in luxury or high-end corporate environments.
• Be an approachable and outgoing individual, easily connecting with people from all backgrounds.
• Communicate confidently and clearly, both in writing and when speaking, with an excellent command of the English language.
• Have a keen eye for detail, ensuring every task is completed to the highest standard.
• Stay calm under pressure, with the ability to think on your feet and adapt to changing situations.
• Be proactive, anticipating needs and taking the initiative to make things happen.
• Embody professionalism with a deep understanding of workplace etiquette and expectations.
• Be tech-savvy, comfortable with various IT systems, and quick to learn new tools.
• Have the drive to stay motivated and positive, thriving in dynamic and fast-paced environments.

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.