Operations Manager

Job Introduction

Due to business growth, we very excited to be recruiting an experienced Head of Operations to join the Rapport Strategy Team. 

You will join an energetic, driven and fun team, working Monday to Friday in a brand-new office located near Holborn. Additionally, you will have the opportunity to visit and work from some of the most amazing and innovative client offices in the UK.

As an addition to our strong operations team, you will lead, mentor and coach a number of varied Rapport contracts. As the Head of Operations, you will lead account retention and contract growth within your team and the overall business, including generating innovations that enhance and maintain a seamless and personal guest journey.

You will work with peer managers to ensure our teams provide personalised and intuitive services to our clients and their guests. Taking personal ownership and responsibility for the standards of service delivered to our clients and their business is a crucial part of this role. Excellent reporting and account management disciplines are to be maintained at all times.

Role Responsibility

Key responsibilities:

• To develop effective working relationship with all account Clients, acting as the Head Office contact or ‘trusted partner’ for all areas of client interaction.
• To recruit, coach, guide and mentor Rapport’s leaders to ensure that they are of the highest possible calibre and trained accordingly.
• To assist where appropriate in producing regular service reports to deliver accurate trading and cost analysis, communicating our results to the senior management team.
• To drive change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team.
• To manage negotiations, tensions, change and/or disagreements, with a focus to achieve ‘win-win’ outcomes, and build positive relationships.

The Ideal Candidate

The successful candidate has a true passion for a culture based on people and service. You are forward-thinking and innovative with business strategies, with the ability to lead and positively influence the business and client stakeholders. You have effectively managed large teams and played a vital part in employee welfare initiatives.

You will ideally have extensive hospitality industry experience, which may include luxury hotels and/or leading airline businesses. Regular UK and some international travel may be required.

About the Company

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassador’s mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

Some of the benefits you will have access to:

• Refer a friend Scheme
• Pension
• Life Assurance
• Access to our Perks at Work Benefits Portal for various discounts
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue chip companies as our clients, from small boutique firms to large multi-site International corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards,  Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients

We will contact applicants within 5-7 workings days. 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.

Rapport