Welcome Host Team Leader

Rapport Guest Services; Watford; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Travel discounts

Pension scheme

Wellbeing programs

Learning & development

WOW Awards

Paid day off

Job summary

Rapport Guest Services is recruiting a Welcome Host Team Leader to join our team at our Watford offices. You will supervise and develop the Front of House Team to deliver exceptional client care to visitors and stakeholders.

The role is full-time and permanent, 40 hours per week, with a rota between 7am and 7pm. You will lead by example, coaching a team of five to ensure service excellence and compliant operations in a fast-paced environment.

Qualifications

• Experience leading a large team in a front-of-house environment.
• Strong customer service mindset and stakeholder relationship skills.
• Proactive and positive attitude with a focus on service excellence.

Responsibilities

• Team Leadership & Development: supervise, coach, and motivate the team to meet client needs and develop skills.
• Client-Focused Service Delivery: lead by example to ensure seamless customer-focused experiences and SLA adherence.
• Operational Oversight: manage day-to-day operations, training records, and daily handovers to maintain standards.
• Communication & Collaboration: conduct briefings, meetings, and updates with staff to drive improvements.
• Compliance & Reporting: ensure health and safety compliance and timely reporting of service usage.
• Project & Service Development: support managers in evolving services and lead projects as needed.

Skills

Team leadership

Client service

Communication

Coaching

Job description

We are recruiting a Welcome Host Team Leader to join the Rapport team at our client's offices, located in Watford. Our client is a world leader in off-price apparel and home fashions. This is a dynamic team that works in an environment where no day is the same.

The warm welcome from our Front of House Team determines the first impressions clients and visitors have of our clients’ business. The role of the Welcome Team Leader is to supervise, develop and engage with the Front of House Team of 5 to provide the highest level of client care and personal service to all stakeholders in the Clients business which includes visitors, clients and internal stakeholders.

Contract type: Full-time, Permanent

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

Salary: £34,718 per annum

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

• Team Leadership & Development: Supervise, coach, and motivate the team to meet client needs, develop skills, support new starters, and create a high-performing, engaged workforce through effective delegation, succession planning, and performance recognition.
• Client-Focused Service Delivery: Lead by example and ensure the delivery of a seamless, customer-focused experience aligned with client expectations and service level agreements (SLAs), taking action to resolve service issues promptly and professionally.
• Operational Oversight: Provide day-to-day direction, maintain training and competency records, support peak operations, and ensure the completion of daily checklists, handovers, and administrative tasks to uphold service standards.
• Communication & Collaboration: Engage in effective communication through briefings, meetings, and updates; liaise with employees regularly to understand and respond to their needs, contributing to continuous improvement.
• Compliance & Reporting: Ensure compliance with health and safety and legislative requirements; maintain accurate systems and produce timely reports on service usage and issues for client visibility.
• Project & Service Development: Support the Guest Services Managers in developing and evolving services, participating in or leading projects, and embracing change to meet business growth and contractual KPIs.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally have previous experience in a similar role, leading a large team.
• Have a positive and lasting relationships with all customers the client and team members.
• Demonstrates a positive attitude and behaves appropriately.
• Creates an environment of fun and teamwork.
• Proud to represent the company and the client’s firm.
• Committed to deliver the best levels of service, to help Rapport deliver its service promise.

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.

Rapport vacancies often attract a high volume of applications, but every application is personally reviewed by a member of our recruitment team. We take the time to read your application and consider your experience against the requirements of the role, so there is always a person behind the process reviewing your application.

To ensure we can give each candidate and application the attention it deserves, we can only consider one application per candidate at a time. Even if you have applied for multiple vacancies, we will focus on the role that best matches your experience and background. We therefore encourage you to carefully consider which opportunity is the strongest fit for you before applying. Please keep an eye on your inbox, including your junk/spam folder, for updates from our recruitment team.