Operations Manager

We very excited to be recruiting an Operations Manager to join the Rapport Strategy Team. 

This role will have the opportunity to visit and work from some of the most amazing and innovative client offices in the UK.

As an addition to our strong operations team, you will lead, mentor and coach a number of varied Rapport contracts. As an Operations Manager, you will lead account retention and contract growth within your team and the overall business, including generating innovations that enhance and maintain a seamless and personal guest journey.

You will work with peer managers to ensure our teams provide personalised and intuitive services to our clients and their guests. Taking personal ownership and responsibility for the standards of service delivered to our clients and their business is a crucial part of this role. Excellent reporting and account management disciplines are to be maintained at all times.

Contract type: Full-time, permanent

Hours: 40 per week (Monday-Friday)

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

• Developing effective working relationship with all account Clients, acting as the Head Office contact or ‘trusted partner’ for all areas of client interaction.
• Recruiting, Coaching, Guiding and mentoring Rapport’s leaders to ensure that they are of the highest possible calibre and trained accordingly.
• Assisting where appropriate in producing regular service reports to deliver accurate trading and cost analysis, communicating our results to the senior management team.
• Driving change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team.
• Managing negotiations, tensions, change and/or disagreements, with a focus to achieve ‘win-win’ outcomes, and build positive relationships.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together

• The successful candidate has a true passion for a culture based on people and service. You are forward-thinking and innovative with business strategies, with the ability to lead and positively influence the business and client stakeholders. You have effectively managed large teams and played a vital part in employee welfare initiatives.
• You will ideally have extensive hospitality industry experience, which may include luxury hotels and/or leading airline businesses. Regular UK and some international travel may be required.

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.