Rapport Guest Services
Global Director of Hospitality and Operations
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Global Director of Hospitality and Operations
Our client is a large, growing American banking and financial services company. This role is based in London and will oversee workplace services across EMEA, India, and APAC, while also supporting the global standards of the Rapport brand.
The role covers a variety of services, including reception, catering, employee dining, and community management. You will also act as a global Subject Matter Expert (SME) for Rapport, helping teams across different countries stay aligned and deliver great service.
This is a full-time, permanent position with international responsibilities. You will need to be confident managing operations, working with senior stakeholders, and travelling when needed.
Please note: the internal job title for this role is Vice President of Operations, but we’re open to candidates with equivalent experience, even if you’ve held a different title.
Main Responsibilities
- Lead operations across EMEA, APAC, and India for all Compass service lines, including Reception, Conference Services, Community Managers, Catering, Hospitality, and Mail Services (where applicable)
- Act as the global SME for Rapport, supporting regional teams with strategic insight, brand consistency, and service innovation
- Own the operational strategy for service delivery against SLAs and KPIs, ensuring excellence and compliance across all touchpoints
- Foster exceptional client relationships, serving as the senior point of contact and strategic advisor for regional stakeholders
- Drive innovation across service models, embracing technology and process improvement to enhance experience
- Develop and lead regional leadership teams, mentoring talent and building a culture of collaboration and accountability
- Manage regional budgets, deliver on financial targets, and ensure responsible risk and regulatory compliance
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The Ideal Candidate Will
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, and Stronger Together
- Bring 15+ years' experience in operations, hospitality, or workplace services—ideally across multiple geographies and service lines
- Have a proven track record managing high-performing teams and delivering results across complex, multi-site portfolios
- Possess excellent executive communication and stakeholder management skills, with the ability to influence and collaborate at all levels
- Demonstrate a deep understanding of premium service environments and high-touch guest experience models
- Have financial and commercial acumen, with experience managing significant budgets and driving cost-effective performance
- Be a strategic leader, with a passion for service excellence, innovation, and people development
Some Of Our Benefits Include
- Exclusive travel and shopping discounts through major brands
- Complimentary access to wellbeing initiatives, including a Digital GP
- Access to life assurance and secure retirement planning tools
- WOW Awards for recognising exceptional service and leadership
- A paid day annually for charity work
- Extensive learning & development opportunities, including over 50 training workshops and executive leadership programmes
- Be part of a company recognised as one of the Top 3 Best Companies to Work For in London and Top 30 in Hospitality
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Why Rapport?
At Rapport, we don’t just create service experiences—we build meaningful human connections. Our Ambassadors are at the heart of everything we do, and our senior leaders are committed to empowering, developing, and celebrating our people.
We are proud to be an award-winning employer with a strong commitment to diversity, inclusion, and employee wellbeing. With global clients, exceptional training, and a people-first culture, there’s never been a better time to join us on our journey.
Rapport is a Disability Confident Employer, and we welcome applications from everyone, including individuals with special educational needs or disabilities.
About The Company
Rapport is a specialist provider of fully managed front and back of house guest services, operating across the UK, Ireland, the US, and Hong Kong. We are part of Compass Group UK & Ireland, a FTSE 100 company. Our clients range from boutique firms to global corporations—all unified by a commitment to exceptional workplace experiences.
Please visit www.rapportservice.com to learn more.
How To Apply
We aim to respond to all applicants within 5–7 working days. Please check your inbox (and junk/spam folder) for our response. Due to high volumes of applications, please apply only for roles that best align with your experience.
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