Reception Team Leader

Rapport; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Travel and grocery discounts

Life assurance

Pension scheme

Wellbeing programs

Employee assistance program

Paid day off for community

WOW Awards

Job summary

Rapport Guest Services is seeking a Reception Team Leader for our St James location. You will oversee front-of-house operations across three buildings, support the Guest Services management team, and drive exceptional guest experiences with a proactive, professional approach.

The ideal candidate will lead and develop people, maintain high standards of service, and collaborate with clients and partners to ensure seamless operations.

Qualifications

• Experience leading a front-of-house team.
• Excellent customer service and guest experience focus.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee daily operations of the front-of-house team to ensure smooth service.
• Manage relationships with building clients, facility teams and service partners.
• Support and be the first point of contact for team members, addressing questions and quality of work.
• Communicate clearly with team and management, ensuring accuracy and attention to detail.
• Ensure Health & Safety procedures are followed and documented (including procedures and checks).
• Provide management support across operational responsibilities including risk assessments, PAT testing, and incident handling.

Skills

Team leadership

Customer service

Communication

Problem solving

Job description

We are recruiting a Reception Team Leader to join Rapport at St James. This is a fantastic opportunity to become part of a fun, supportive, and ever-growing team. The Reception Team Leader will support and oversee the teams working across three buildings, while assisting the Guest Services Account Director and Guest Services Manager. The successful candidate will be responsible for ensuring that all client and guest needs are met and consistently exceeded, delivering an exceptional service in a professional, proactive, and friendly manner. This role is ideal for someone who is passionate about guest experience, enjoys leading and developing people, and is committed to maintaining the highest standards of service excellence.

Type of contract

Full-time, Permanent

Hours: 40 per week (Monday-Friday; 8 AM – 5:30 PM)

What will you get?

• Holiday Allowance: Enjoy 25 days’ annual leave (pro rata) plus bank holidays once you have been with us for two years, giving you even more time to relax, recharge, and do what you love!
• 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

• Being fully responsible for the overall efficient and effective daily operations and service of the front of the house team.
• Manage the relationship with our building customers, clients, facility team and other Service partners.
• Supporting and being the first point of contact for team members for questions, helps with problems, and oversee team members' work for work quality and core values.
• Communicate effectively with the team and the management team, displaying accuracy and attention to detail both in verbal and written communication.
• Ensure the correct H&S procedures are followed and documented. This is to include but not limited to H&S checks, fire awareness procedure, emergency contacts, incidents/accidents/near missed procedures.
• Providing management support in all operational responsibilities including health and safety, risk assessment (once a year), PAT test, fire procedure, handling issues and complaints.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Be an upbeat team player with integrity and a can-do attitude.
• Demonstrate a passion for delivering exceptional service and take responsibility for your contribution to the team.
• Have excellent communication skills, the ability to work collaboratively as part of a team and build strong relationships with key stakeholders.
• Be innovative, proactive, flexible, and adaptable in your approach.
• Be results-oriented with excellent attention to detail and a passion for continuous improvement.
• Have the ambition to motivate, support, and develop both the team and you.
• Be an engaging leader who builds positive relationships, supports team development, and is confident in providing constructive feedback to help others grow and achieve their full potential.

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 at www.rapportservice.com.