Reception Team Leader

Chartwells Independent; Greater London; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Travel and grocery discounts

Life assurance

Cash rewards

Subsidised meals on shift

Contributory pension

Wellbeing programs

Learning & development opportunities

WOW Awards

Paid day off annually

Job summary

Rapport Guest Services is seeking a Guest Services Team Leader to guide a team of eight in delivering a polished, welcoming guest experience on every shift.

As the face of the service, you’ll motivate, coach and support colleagues, ensuring high standards and ownership of operational and people responsibilities for the client and our operation.

Qualifications

• Experience leading reception/guest services teams.
• Strong leadership and team development skills.
• Excellent communication and interpersonal skills.

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.

Skills

Team leadership

Customer service

Staff coaching

Communication

Shift management

Problem solving

Job description

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.