Job Introduction
As the Guest Services Team leader you will lead and inspire a team of eight, ensuring they remain engaged, supported and focused on delivering a polished, seamless and welcoming guest experience every day.
The Guest Services Team Leader is responsible for delivering an exceptional client experience, ensuring all needs are met with professionalism, warmth and consistency. As the face of the service, you will motivate, coach and guide your team to deliver high‑quality standards while taking ownership of operational, people and service responsibilities that support the wider goals of both Rapport and the client.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday, shift rota basis between 8 AM – 6 PM)
Salary: £38,204 per annum
What will you get?
- Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards! PLUS, subsidised meals on shift.
- 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
- Support the team and client in delivering consistently high standards of service.
- Lead, motivate and support the reception team, creating a positive and high-performing environment.
- Lead by example and set the standard for exceptional client and guest experiences.
- Prepare team rotas and support recruitment, onboarding, HR processes and performance reviews.
- Welcome, greet and escort guests with warmth and professionalism.
- Identify opportunities to improve the guest experience and ways of working.
- Support the wider operation and step in where needed to ensure a seamless service.
The ideal candidate will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
- Be passionate about delivering exceptional service and leading a team by example.
- Ideally have previous leadership experience within a luxury hotel, airline, corporate hospitality or premium service environment.
- Have strong leadership and team development skills.
- Be detail-focused and committed to maintaining high standards.
- Have excellent communication and interpersonal skills.
- Be proactive, adaptable and confident managing multiple priorities in a fast-paced environment.
- Have a genuine passion for creating memorable experiences for clients and guests.
- Be someone who takes ownership, looks for solutions and is always willing to go the extra mile.
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.