Guest Services Team Leader (WTL)
Job Introduction
Are you ready to take your career to the next level? We are currently seeking a dynamic Guest Services Team Leader to join our diverse team of 4 at one of our prestigious client’s offices near Euston. Our client is a leading global biomedical research charity, dedicated to improving health for everyone. You will play a pivotal role in supporting and leading our contract to ensure excellent standards in reception, service desk, and switchboard operations, while guiding your team through training and HR processes.
If you are passionate about delivering top-notch service and leading a dedicated team, we’d love to hear from you! Apply today to make a difference in our vibrant workplace!
Type of Contract: Full-time, Permanent
Hours: 40 hours per week (Monday-Friday; shift rota basis between 8 AM and 6 PM, flexibility required as per business needs)
Additional Benefits: Enjoy access to a free gym on-site, complimentary lunch, and additional time off during Christmas and New Year.
Main Responsibilities:
- Overseeing reception, service desk, and switchboard operations
- Communicating the arrival of guests to the respective hosts and escorting visitors to their respective meeting rooms as required
- Reporting all facility-related issues, including health and safety, and following company service and H&S standards at all times
- Supervising the day-to-day operations and providing a hands-on support to the Rapport team
- Leading the Guest Services team to deliver outstanding customer service
- Collating feedback and ensuring all standards, procedures and processes are upheld to the highest standard
- Completing audits and reports to give in-depth insight into the team’s performance
- Conducting training sessions and support team members with mid-year reviews
- Being involved in the recruitment, onboarding, and team engagement as required
The Ideal Candidate Will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
- Have a positive, outgoing personality and the ability to easily build rapport with key stakeholders
- Work collaboratively across various service streams
- Be a confident speaker and presenter
- Have a proactive approach to work and problem-solving
- Possess excellent skills in Microsoft Office
- Ideally, have previous experience in a service desk/helpdesk environment, with at least one year of team leadership in a similar guest services setting
- Exclusive travel discounts with TUI, Expedia, Booking.com and many more
- Save money on your groceries with discounts on Tesco, Sainsbury’s, Morrisons and other major brands
- A wide range of offers dedicated to improving your personal finances for a more secure future, including life assurance cover
- Regular emails filled with the best discounts and savings available
- Receive cash rewards every time you spend and use them on a wide range of brands
- Financial rewards - for recommending your friends and family and/or even when you bring new business to us (legitimate qualified sales leads)
- Contributory pension scheme
- Access to wellness programs to promote the mental health and well-being of our Ambassadors
- Employee Assistance Program to guide and support our team members
- Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
- Learning & development opportunities to support your personal and professional development and growth
- WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
- One Paid Day for Charity Work
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.
Package Description
Rapport