As I took a coat from my guest and gave them a cloakroom tag number in return,
I noticed that one of the buttons was loose.
Without saying anything, I decided to sew it back on while he was in a meeting.
Noticing it on his way home, he sent an email of thanks to the Chairman.
We’re regularly recognised by The Catey Awards, the ‘Oscars’ of the hospitality industry. Most recently we won HR Team of the Year, and have been nominated for Front of House Team of the Year three times in the past four years, winning the award twice.
We’re also proud to regularly receive recognition for outstanding service in the Wow! Awards, based on guest nominations as these are independently judged on merit.
We measure our success in many ways one of which is the number of external awards that we win each year. Another is the huge number of nominations that we receive from guests for outstanding service.
Each year all Rapport Wow! Award winners are invited to share their inspiring stories at a party in the stunning champagne bar on the top floor of Tower 42 overlooking the City of London.
It starts by putting them instantly at ease, with the most appropriate greeting, whatever their cultural background.
We are taught to learn something new about your guests from every interaction and use it to improve their experience. It’s all part of our continual improvement philosophy, by embracing new thinking, new technology and new ways of working.
It's amazing how this gives us the time and space to identify the precise moment when they need a little extra help, and to offer it with our compliments so they feel special. Occasionally, we may do something they don’t actually notice until later on, but that doesn’t matter. What does, is knowing we have made a difference to their day.
Each year all Rapport Wow! Award winners are invited to share their inspiring stories at a party in the stunning champagne bar on the top floor of Tower 42 overlooking the City of London.
One of our regular guests requested fresh mint tea from a catering colleague but was told it wasn't available that day.
Remembering that fresh mint grew on the bar terrace, I ran up to collect some. She was none-the-wiser that she was drinking home-grown fresh mint tea!
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It’s so rewarding to know that we’re valued and this inspires us to ever greater heights.
Learning and self-improvement are hard wired into every ambassador and we regularly connect up and learn from each other through our staff engagement portal, MyRapport, and at regular events throughout the year.
All of us try incredibly hard so you’ll feel proud to be part of our family. By joining us you’ll achieve great things. You’ll also add valuable currency to your CV, demonstrate a successful career and help build the best guest services company in our industry.
The most important measure of our success (for us) is the extraordinary length our ambassadors go to make every guest experience unique. We always look forward to our own internal awards because of the outstanding stories behind each one.
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