We are excited to be recruiting a Team Leader for an exciting new Rapport client site.

This is a fantastic opportunity to join a brand-new operation, where you’ll play an important role in establishing and maintaining exceptional service standards from the start. As Team Leader, you’ll lead and motivate a team of 3, creating a positive, collaborative environment where colleagues feel supported and empowered to deliver an outstanding guest experience.

Cultural alignment is key to this role. You’ll need to embrace the client’s culture, understand its expectations and adapt your leadership style to fit the environment. By listening, learning and building trusted relationships, you’ll ensure the service reflects the client’s values and ways of working, while maintaining the exceptional standards Rapport is known for.

Type of contract: Full-time, Permanent
Hours: 40 hours per week (Monday–Friday, shift rota between 7am and 7pm)
Salary: £42,000 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 programmes, an Employee Assistance Programme and digital GP services.
• Thrive Personally & Professionally: Unlock learning and development opportunities to support your career.
• Celebrate Excellence: Shine a spotlight on outstanding colleagues through our WOW Awards.
• Give Back to Community: Take one paid day off annually to support a cause you’re passionate about.

What you’ll be doing

• Lead, motivate and develop a team of 3, setting clear expectations and creating a culture of collaboration, accountability and excellence.
• Oversee the daily reception operation, ensuring a consistently warm, polished and professional welcome.
• Manage the team rota to ensure appropriate coverage across core service hours.
• Build strong, trusted relationships with the client and key stakeholders, taking time to understand their culture, priorities and expectations.
• Embrace the client’s established ways of working, ensuring the service is aligned with their culture and delivered consistently.
• Ensure SOPs are accurate, relevant and followed, maintaining high operational standards and attention to detail.
• Lead by example, demonstrating professionalism, discretion and a genuine commitment to exceptional service.
• Identify opportunities to enhance the guest experience through collaboration and a thorough understanding of the client’s needs.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
• Have previous five-star hospitality experience and at least one year’s experience in a Team Leader or supervisory role within a luxury hotel, premium airline or similarly high-end service environment.
• Have a strong understanding of luxury service standards, personalisation, discretion and attention to detail.
• Place cultural alignment at the heart of their approach, demonstrating the ability to embrace and adapt to an established culture and its expectations.
• Be a natural people leader who can motivate, coach and develop a team while ensuring colleagues reflect the client’s culture and standards.
• Be an excellent listener who takes time to understand existing processes, team dynamics and stakeholder expectations before proposing changes.
• Be adaptable, emotionally intelligent and comfortable adjusting their leadership and communication style to suit different people and situations.
• Build trust through consistency, reliability, professionalism and strong interpersonal skills.
• Be organised, proactive and confident taking ownership of a busy operation.
• Be committed to continuous learning, welcoming feedback and finding the right ways to contribute to the team’s success.

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.