We are recruiting a Team Leader to join our Rapport team at a client site based in the heart of St James's/Pall Mall in London. Our Client is a global financial institution, and you will be an integral part of an experienced team in charge of a VIP client suite reception that welcomes clients and takes bookings for meetings&events. You will have 3 direct reports and work alongside a dynamic team of 12 onsite. This is a fast-paced environment, where attention to detail and a personalised service is key. Contract type: Full-time, Permanent Hours: 40 per week (Monday-Friday; shift rota basis between 7 AM and 7 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 stablefinancial 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 the reception team by ensuring they provide a warm and welcoming experience to all stakeholders, embodying a five-star service approach that enhances satisfaction and fosters positive relationships. Efficiently managing and processing reservations for meeting rooms and events spaces through various channels, including telephone, email, and in-person inquiries. Assisting bookers in navigating our hospitality brochure, providing expert guidance on food and drink selections that align with their event goals. Working closely with the hospitality and kitchen teams to ensure seamless execution of events, from planning to delivery, ensuring all client requirements are met. Liaising with various departments and other service providers to coordinate logistics, equipment, and other resources essential for successful events. Manage all dailyoperational aspects and monitor the standards of service delivery to ensure excellence and consistency at all times. Manage the team's rota, schedule cover for planned and unplanned absences. Address and resolve internal incidents, staff challenges or client complaints. Support with HR processesand recruitment when required. The ideal candidate will Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together Bring fresh ideas and solutions to the table while maintaining a process-driven approach and a positive, can-do attitude in all tasks. Showcase strong written and verbal communication skills, ensuring clarity and precision in all interactions with clients and team members. Manage time effectively and prioritise tasks with enthusiasm for delivering outstanding customer service at every opportunity. Build strong relationships and rapport with key stakeholders, creating a welcoming atmosphere that encourages collaboration. Navigate dynamic situations with ease, expertly managing a varied workload while maintaining high standards of quality. Stay informed and enthusiastic about food and drink innovations, sharing this knowledge to enhance event experiences for clients and guests. Be a natural leader to look after a fantastic team and have natural flair to deal with a variety of stakeholders, plus both internal and external VIPs. Own and resolve challenges. Thrive in a fast paced environment. 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 (url removed).    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.