We are looking for an experienced and proactive Reception Team Leader to lead our front-of-house operation and inspire a high-performing team. This is a hands-on leadership role requiring an individual who excels at delivering exceptional customer service, building strong stakeholder relationships and driving operational excellence.

You will be responsible for overseeing the day-to-day reception operation, ensuring outstanding service delivery, managing team performance and development, coordinating resources and maintaining service standards. The role requires strong organisational skills, the ability to manage multiple priorities and confidence in making decisions within a fast-paced corporate environment.

As a key member of the Front of House leadership team, you will work closely with clients, employees and service partners, ensuring a professional and welcoming experience for all visitors while supporting business objectives, compliance requirements and continuous improvement initiatives. Experience in leading teams, developing talent and managing stakeholder expectations is essential for success in this role.

Type of Contract: Full-time, Permanent

Hours: 40 per week (Monday-Friday, on a shift rota basis between 7 AM – 7 PM)

Salary: £38,000 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 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

• Support the team and client in delivering consistently high standards of service.
• Lead, motivate and support the reception team, creating a positive and high-performing environment.
• Lead by example and set the standard for exceptional client and guest experiences.
• Prepare team rotas and support recruitment, onboarding, HR processes and performance reviews.
• Welcome, greet and escort guests with warmth and professionalism.
• Identify opportunities to improve the guest experience and ways of working.
• Support the wider operation and step in where needed to ensure a seamless service.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together.
• Be passionate about delivering exceptional service and leading a team by example.
• Ideally have previous leadership experience within a luxury hotel, airline, corporate hospitality or premium service environment.
• Have strong leadership and team development skills.
• Be detail-focused and committed to maintaining high standards.
• Have excellent communication and interpersonal skills.
• Be proactive, adaptable and confident managing multiple priorities in a fast-paced environment.
• Have a genuine passion for creating memorable experiences for clients and guests.
• Be someone who takes ownership, looks for solutions and is always willing to go the extra mile.

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.