Guest Services Team Leader

Chartwells Independent; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Guest Services Team Leader who thrives in a dynamic environment. This role offers the chance to lead a dedicated team, ensuring exceptional service and fostering strong relationships. You will be at the forefront of guest management, enhancing customer engagement and driving team performance. With a focus on professional development, this opportunity provides a pathway to grow within a supportive and inclusive culture. If you are passionate about delivering high standards of service and leadership, this position is perfect for you.

Benefits

Exclusive travel discounts

Grocery discounts

Life assurance cover

Cash rewards for spending

Pension scheme

Access to wellness programs

Employee Assistance Program

Learning & development opportunities

Paid Day for Charity Work

Qualifications

• Previous leadership experience in a similar field is ideal.
• Strong communication skills and a positive attitude are essential.

Responsibilities

• Lead and motivate a diverse team to ensure excellent guest services.
• Manage team schedules and monitor performance for continuous improvement.

Skills

Leadership

Customer Service

Communication

Organizational Skills

Problem Solving

Education

Experience in Guest Services

Leadership Experience

Job description

We have a great opportunity for Guest Services Team Leader to join the Rapport family, based at our client's amazing location with beautiful views over Canary Wharf. You will join a diverse team of 30 Rapport Ambassadors across three client sites in London.

The Client is an American multinational investment management and financial services company, and you will play a crucial role in providing the highest level of service and care to the client, its customers, guests, and service partners in line with service level agreements and set policies and procedures.

Employment will be subject to a successful vetting outcome which includes a requirement of proof of a UK address for the last 6 years.

Contract Type: Full-time, Permanent

Hours: 40 per week (Monday-Friday; shift rota basis between 7 AM and 7:30 PM)

Main Responsibilities

• Fostering strong relationships within the team through leadership, training, and motivation.
• Ensuring seamless guest management by warmly welcoming all employees and visitors.
• Organising job chats and monitoring team performance for continuous improvement.
• Communicating proactively with management, clients, and stakeholders.
• Enhancing customer engagement across all service areas.
• Modelling high standards for receptionists to consistently exceed customer expectations.
• Managing team schedules, annual leaves, and onboarding for new hires.
• Maintaining compliance with client and brand standards while driving KPIs for the front-of-house team.

The Ideal Candidate Will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Ideally, have one year of previous leadership experience in a same/similar field.
• Bring a positive, can-do attitude and a genuine passion for people.
• Communicate effectively, both verbally and in writing, with confidence.
• Maintain calm and confidentiality while working under pressure.
• Foster an approachable and fair environment for all.
• Display strong leadership skills with experience in high-end service settings.
• Exhibit excellent organisational skills and attention to detail.
• Demonstrate flexibility to cover various locations as needed.

Some of Our Benefits Include:

• 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 working 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.