We are recruiting a confident and inspiring Guest Services Team Leader to join our award-winning Rapport team near Fenchurch Street. This is a brilliant opportunity to take ownership of a dynamic, hybrid role across reception, hospitality, facilities, and post room services — all within the London HQ of a respected organisation working to make the UK’s railways safer, smarter, and more sustainable. You will be leading a close-knit team of 2 exceptional Rapport Ambassadors, delivering seamless service across multiple guest touchpoints.
Far more than a traditional front-of-house position, this role calls for someone who thrives on variety, leads with confidence, and takes pride in creating a five-star experience at every level. From welcoming guests with warmth and professionalism to overseeing mail logistics and coordinating high-level meeting spaces, you'll be at the heart of daily operations, driving standards and setting the tone for excellence.
Type of contract: Full-time, Permanent
Hours: 40 per week (Monday-Friday; shift rota basis between 7:30 AM and 6 PM)
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:
- Lead, support, and inspire the on-site Guest Services team with daily coaching and clear communication
- Oversee all reception, meeting room, facilities, hospitality, and mail room operations to ensure service is consistently top-tier
- Coordinate schedules, cover, and team availability to ensure full support at all times
- Take ownership of issues or concerns, resolving them swiftly with care and professionalism
- Act as the point of contact for facilities, IT, hospitality, and internal stakeholders
- Monitor and report on service quality, supplies, guest feedback, and team performance
- Maintain a welcoming and immaculate front-of-house and meeting room environment
- Continually look for ways to improve service delivery and guest satisfaction
The ideal candidate will:
- Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together
- Lead by example with a positive attitude and proactive mindset
- Thrive in a fast-paced, guest-focused environment
- Have a natural ability to bring people together and motivate a team
- Be solution-oriented, thinking quickly and calmly when under pressure
- Communicate clearly and warmly with people from all walks of life
- Be proud of their attention to detail and passion for presentation
- Genuinely care about creating memorable experiences for others
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.
Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.
