Main Responsibilities

• Build and maintain strong stakeholder relationships across all levels to support a seamless and collaborative service.
• Identify and drive service enhancements that elevate the guest journey and improve operational efficiency.
• Recruit, motivate, coach and develop your team to consistently exceed expectations and deliver best-in-class service.
• Champion the client brand by upholding its standards, values and reputation in every interaction.
• Monitor and interpret KPIs to assess guest satisfaction, operational performance and areas for improvement.
• Collaborate with internal departments to ensure swift, effective resolution of guest issues.
• Support recruitment and people process including onboarding, development reviews and ongoing team engagement.
• Facilitate constructive feedback sessions to encourage continuous improvement and shared learning.
• Prepare clear operational reports including monthly and quarterly updates on key metrics.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Have at least two years of leadership experience in a similar role.
• Be knowledgeable about HR and Recruitment procedures, and best practices.
• Show genuine passion for team development and personal growth.
• Exhibit strong financial acumen coupled with exceptional communication skills.
• Bring an engaging personality that emphasises integrity and high service standards.
• Demonstrate excellent interpersonal skills, influencing positive outcomes.
• Thrive under pressure while maintaining a proactive and intuitive approach.

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.