In 2012 Greg launched Rapport and we have grown consistently and successfully every year since. With management experience in some of the world’s best hotels, he originally spotted the potential market for providing the highest quality guest services to corporate organisations back in 2004 and has been an enthusiastic advocate for this sector ever since.
His single-minded approach to the market has been rewarded with us winning contracts with some of the world’s best companies and seen Rapport expand to the USA, Hong Kong as well as throughout the UK & Ireland. This has all been achieved without employing a dedicated sales manager, as growth has come from word-of-mouth and personal recommendations.
Greg loves helping others to be more successful so it is fitting that he has been recognised personally. Although he readily admits that success is never achieved alone and that as a team Rapport is stronger together.
He is known as someone who has incredibly high standards and is relentlessly consistent in applying them to everything he does. Everyone around him is expected to operate at this same rarified level.
“I was thrilled and a little bit shocked when they read out my name at the awards ceremony but it was a wonderful feeling to get this recognition and for me an acknowledgement that the Guest Services Sector that we operate in has gained a more general recognition in the marketplace for what we do and the benefits we can bring to our clients.”
We watched as each received a certificate of achievement and a celebratory bottle of Rapport champagne. This was followed by delicious food and drinks served by our sister company, Restaurant Associates.
Our training and development courses take anywhere from four months to 4 years to complete and demand real commitment. The Apprenticeships programme is a blend of e-learning and workshops, leading to a national qualification, whilst the Supervisor Passport programme has been the perfect stepping stone to a new role or a promotion for 31 people this year.
52% of everyone completing the 'Lead the Way’ programme have been promoted since graduating.
Natalie Rafferty, our Training Manager outlined how to become an inspirational and highly effective leader by embarking on the Lead the Way programme. She emphasised how many people have since been promoted and now lead their own teams. With eleven modules to complete over four months, she stressed the amount of effort it takes. Recognition at events like this is just a small part of the reward and a more fulfilling career.
Gary Acheson, Head of HR and Learning for Rapport explained how we are developing our Inspiring Leadership programme, that includes a number of courses for people at different points in their careers. This is because we need a talent pipeline to keep up with our growth. He is also on his own personal learning journey to gain a Chartered Institute of Personnel Diploma.
Clients see how personal development and leadership skills are developed here at Rapport to create exceptional teams.
This event gives our clients a behind-the-scenes peek at how we encourage and support everyone to learn more so that they develop their individual skills, experience and careers. It is one of the ways we create such exceptional teams. Our courses are designed by us, to challenge and stretch people in unexpected ways, whilst building their confidence at the same time.
One of our most supportive clients, Ian Pigeon, Head of Client Services at Addleshaw Goddard LLP, told us that Rapport soft skills training is second to none. It really makes a difference to his clients, especially in difficult situations. As he knows that all Rapport Ambassadors are sensitive, diplomatic and acutely aware of how they communicate affects how people feel.
He said, “I enjoy supporting everyone in my team who has completed a development course. In my view, Rapport is exceptional when it comes to showing how much you appreciate your people”.
We finished by chatting to Greg Mace, our Managing Director who told us just how rewarding it is for him as well as for all those being recognised. He said, “I can literally see careers developing right in front of my eyes on nights like this and I am delighted for everyone”.
On 1 November 2018, we held the first in our new series of free, breakfast briefings in support of our mission to help improve the accessibility and the overall experience of buildings for all - including those people with disabilities.
Presenter and Field Sales Manager of charity Action on Hearing Loss, Gemma Clare, outlined the main obstacles people with hearing loss have when accessing workplaces and how they help all organisations. She also showed us a small and discreet range of modestly priced, mobile hearing loop solutions that work very well and look great and can be incorporated into reception areas and meeting rooms
Did you know that 1 in 6 people have hearing loss?
This is the biggest disability group in the UK and yet it is invisible to the rest of us, simply because we can’t see it. However, the problem is getting bigger, as a direct result of our lifestyles and because we are living longer, more of us will suffer from hearing loss in the future. It is estimated that it will affect 15.6 million people in the UK by 2035, up from 11 million just three years ago.
84% of those with hearing loss struggle to use everyday services.
Action on Hearing Loss undertakes extensive research every year and has found that the lack of availability of hearing loop systems is a real hindrance, but even when they are installed 8 out of 10 don’t actually work. Also, people with a hearing loss don’t like to draw attention to themselves and so suffer in silence.
After the briefing, Kathy Jackson, Concierge Manager at Gallagher, said that, “this was a really interesting briefing, very well presented and it has opened my eyes to this issue. It has also given me some food for thought on how we can make it easier for everyone with hearing loss to have a better experience within our buildings”.
Jake Castree, Property Manager, Broadgate Estates added, “I was surprised at how low cost, simple and effective the portable hearing loop systems are and what a big difference they make to the incredibly high number of people with hearing loss”.
We asked Gemma Clare, Field Sales Manager of Action on Hearing Loss what the biggest obstacles that people with hearing loss encounter within workplaces. She replied, “there are three main issues, the first is the lack of awareness of the high number of individuals with hearing loss, the second is the low number of hearing loops installed and the third issue is that 80% of installed hearing loops, don’t work”.
Greg Mace, Managing Director of Rapport, says “At Rapport we believe that every guest experience should be unique and if we can’t communicate clearly with a significant percentage of our guests then they will feel excluded, which will result in a bad experience and a negative perception of our clients’ businesses".
I would urge every company to welcome all people equally and to make each of them feel special because it makes good business sense.
Get in touch if you would like an invitation to the next breakfast briefing.
Find out how Action on Hearing Loss can help your business with services and training
Action on Hearing Loss helps organisations to understand the issues and can undertake workplace assessments through their UK network of engineers.
A Workplace Assessment report can be used to apply for a grant from the government’s Access to Work scheme to help employers cover the cost of adjustments.
All profit is ploughed back into research and for providing services.
Now in its third year, the Rapport Innovation Expo is an impressive and yet a very practical showcase of our commitment to innovation, in a short, high impact annual event. We talked to some attendees to find out why they turned out in such numbers and what they learned.
At one event, in under three hours, clients could see the latest ideas demonstrated by Rapport teams and our specialist partners, connect with experts and then take away ideas for themselves.
For anyone who works for Rapport, this was an opportunity to network with colleagues, to share ideas and best practice. Whilst specialist suppliers or service partners mixed informally with everyone offering their help and support.
Many companies talk glibly about innovation but few actually demonstrate it so powerfully, like we do. This is our very own community of professionals, all focused on creating unique workplace experiences for our clients, their employees and guests.
This is a great way for our clients to see what’s new in the guest experience industry and to be inspired by new ideas that could be introduced in their businesses. Barry Rushmer, General Manager of Tower 42 told us that he had come to see what others were doing, that he should be thinking about.
Tower 42 is a multi-tenanted building, home to 74 clients, all with different needs and personalities, so the potential for a wide variety of innovations and new service ideas is significant. Nick Howell, Workplace & Technology Senior Operations Manager at Accenture, told us he was here to see new ways of working and to seek out innovation.
Clients look to us as leaders in our industry, and view the Innovation Expo as a place to learn what is happening right now. Nowhere else can they meet face to face with so many experts and the teams who have developed and use these innovations with their respective clients. Then to hear about the genuine benefits and the impact achieved first-hand, from those with the practical experience.
This event is also an opportunity for our Rapport teams to showcase what they do for their specific client. For instance, Zygi Buvarskis and the Rapport team from Thomson Reuters made a film about their fourteen different roles including one of the most challenging, rewarding and highly valued, that of Floor Manager.
The ingenuity shown by all of our Rapport teams was outstanding. Some dressed up in fancy dress, others used games like Jenga or scratch card quizzes to pose questions and engage visitors.
For Rapport people the Innovation Expo is a way to build their team’s profile, to present their innovations and demonstrate the value they bring to their individual clients.
It gives them the chance to develop connections with suppliers that can lead to new collaborations. Ines Weifenbach, Rapport Account Manager at Accenture UK met the GizGo team here last year resulting in the development of a unique customer service device for meetings, combining call functioning, smartphone charging plus the ability to upload any bespoke information helpful for the meeting team - weather and travel updates, restaurant information etc.
One group created a scale model of their client’s reception to explain in detail what the guest journey was like. Whilst the Rapport team at Deloitte provided visitors with VR headsets to enable them to take a virtual walk round their new office space.
The Innovation Expo is an embodiment of the spirit at the core of Rapport. Richard O’Keefe, Guest Services Manager for Deloitte, explains that Greg Mace challenges everyone to deliver innovation to further develop the perfect guest experience and environment for each of their clients. Everybody is encouraged to bring their ideas to life - there is no limit if you can demonstrate its value. For him, this is one of the real strengths of working at Rapport and a key reason why they are able to deliver such outstanding service to clients.
Why is this event important for our specialist partners?
We know that by working with specialist partners we are stronger together and can achieve more for our clients.
We talked to Andrew Try, Managing Director of ComXo, the leading UK provider of global switchboard services. He told us that his company attends this fantastic event every year to support Rapport, to see what is new in the market, to network with clients and to enjoy some very good food and drink.
Improving accessibility for everyone
There were so many outstanding ideas but one worth highlighting relates to improving accessibility to buildings for everyone and not just for those in wheelchairs. As 70% of disabilities are invisible and visiting any building for the first time is like organising a military operation, unless that is, yours has an Access Gallery created on-line by innovative company Blue Badge Style, says Fiona Jarvis. Enabling less able people to quickly and confidently pre-plan their visits.
We look forward to welcoming you next year for an evening of innovation, networking and examples of outstanding guest experiences.
Too long to wait?
The annual Catey awards, organised by the Caterer and Hotelkeeper Magazine, considered the ‘Oscars’ of the hospitality industry, took place on Friday 12th October 2018 at the Park Plaza, London, and celebrates the individuals, teams and businesses shaping our industry.
We are delighted to have won the ‘Front of House Team of the Year’ for a private site at the Cateys 2018, showcasing our team at Omnicom in London. As a specialist provider of exceptional guest services, we manage the reception, meeting room services and helpdesk across two busy buildings and home to over 3,800 employees.
Read why the judges were so impressed with our entry and how the caterer reported the win.
Our client, Paul Tilley, Senior Facilities Manager at Omnicom Europe, joined us at the ceremony to pick up the award, and afterwards said, “I am very proud of my Rapport team, as they thoroughly deserve this recognition. Each of them is professional, has high energy and perfectly represents the Omnicom ‘vibe’ to our clients, guests and employees. Knowing they’re always in perfect control means I never worry about anything and can concentrate on other priorities”.
Neringa Samoskaite, Assistant Guest Services Manager for Rapport at Omnicom was understandably rather excited when we caught up with her and she added, “I am incredibly proud right now, as I know how much planning, training and communication it all takes to provide a unique guest experience. Great work, great team and great friends”!
Greg Mace, Managing Director of Rapport Guest Services, was also at the Park Plaza on Friday and commented: "Rapport’s ethos is based on providing an exceptional, personalised service. Our Ambassadors bring to life our core values and are testament to the success of Rapport. It’s always great when they get this wider recognition for the lengths they go to and we’re very proud of them.”
Are you interested in becoming a Rapport client?
We are always looking for those who share our view that every guest experience should be unique.
Would you like to join us?
Exceptional people with outstanding personalities find Rapport a rewarding company to work for.
Our training academy is the major way that we invest in everyone who works for Rapport, by providing them with personal and professional development and many opportunities to gain extra qualifications.
With a specific focus on our supervisors and team leaders in 2016, we launched a bespoke development programme called ‘Lead the Way’. It is designed to develop their skills and includes helpful tools that can be embedded immediately into their management role to enhance their own and their teams’ performance.
Apply what is learnt right away in the workplace
This ’just-in-time’ approach to training and development ensures that all attendees get the most from the experience because they work on ‘real life’ scenarios within the programme. Their performance is continuously evaluated and then they apply what they have learnt during the training in their workplace right away.
Taking the first step on the Lead the Way programme
We want people to become inspirational leaders of the future.
We created this bespoke programme to develop the distinct competencies, skills and behaviours required for leaders within the Rapport business but can be applied in any leadership or management position.
The programme content is perfectly aligned with Rapport’s vision, values and team objectives. Because we know that developing skills that truly engage and inspire teams enhances their performance and ensures that our clients receive the highest standards of service.
Navigating the eleven modules over four months
With eleven modules spread over four months, attendees meet every two weeks to share best practice, discuss challenging scenarios and take part in activities, all aimed at developing team-leading soft skills.
A past graduate of the programme is matched up with each attendee to act as a ‘buddy’ to mentor and challenge their progress. Working together is key to exceptional team performance at Rapport and everyone collaborates on projects. This means the experience in the programme is directly relevant to their working environment.
Closely aligned to every individuals’ goals
Each course module is closely aligned to every individuals’ Key Performance Indicators (KPIs), their goals and also support our clients’ contractual expectations. Effective leadership requires a broad range of skills, all of which are covered in the bespoke course, with different activities and challenges.
From active listening and communication skills to relationship building and the art of influencing. Public speaking and how to create a positive working environment all lead to the final module, ‘Steps to Success’.
The programme timing helps to make a lasting impact
Previous graduate, Andreas Zenkovitch shares his experience of the programme, “I was more of a doer than a planner and I developed some great writing tools and learnt how to identify and measure ‘smart objectives’. It was a challenging course but it came at the right time for me as I’ve been promoted twice since successfully completing it.”
By far the biggest challenge is the final presentation that each attendee creates about their own unique journey, the impact it has had on their leadership style and the next steps in their career development. Each person presents their story to fellow group members, managers, clients and even our inspirational Managing Director, Greg Mace.
Andreas recalls his apprehension prior to that big day, “Fortunately the programme really helped me with the preparation process and by utilising the tools it went really well in the end. I was a buddy on the next programme and able to give lots of tips for the final presentation.”
Celebrating success every November
It’s an integral part of the Rapport culture to recognise and reward our people for going the extra mile and on completing the course, so all graduates are invited to attend the annual Rapport Graduation Ceremony each November.
Greg Mace awards certificates and many of our clients support our graduates by also attending.
Since the initial launch of the programme, our people have achieved outstanding results. Previous graduate, Loredana Ganea, joined on her third week into a new frontline position and first leadership role. The timing was perfect for Lori who says, “Being new to leadership, the programme gave me the tools to help me develop my team and I was able to immediately implement what I learnt into my daily work.’’
Attendees are more likely to be promoted to a new role
Within three months and still on the programme, Lori was promoted to a Senior Guest Services Coordinator at another Rapport client. Asked about some key learnings that helped her career progression, Lori said, “A really important element for me was learning how to adapt the same message to different people and sharing this with my team. I’ve been able to improve operations and create a positive work environment by helping my team communicate with each other better.”
Join this inspirational programme and take your career to the next level
This programme equips people in supervisory roles to manage their teams more effectively, enabling them to provide the highest level of award winning service in our industry. It also creates a talent pipeline for the most accomplished to become Rapport’s Inspirational Leaders of the future.
Why do we have a Collaboration day?
Primarily, it is about positively promoting our unique culture or Rapport 'family feel’ while developing our leadership skills and improving employee engagement. As we continue to grow, we know we have to work harder to maintain the culture that has made us so successful. We also need more of the very best types of leaders, to keep pace with our momentum.
One of our brand values is “Stronger Together’, as we recognise that so much more can be achieved by working together as a team rather than individually. We wanted everyone to engage collaboratively with other leaders, to learn from each other and develop ideas on how to better engage the rest of our colleagues or Rapport ambassadors, as we call them.
The Collaboration Day kicked off with coffee and croissants and then a quick update on progress over the last 12 months and an outline of our strategy for the next year. Growth has been great in the UK & Ireland, but especially big in the US. Rapport has also launched in Hong Kong with further expansion into other markets planned. Later in the day we undertook some personal development and team-building exercises and ended by putting in to practice some new networking and socialising skills, as the sun set on this exhilarating, annual event.
Our current growth strategy is working and we are making good progress in all areas
The business strategy session was divided into six key sections and different people made short presentations on each. This made it clear how everything fits together as each section is as important as the next.
The main focus for all of these ideas was on how we can make it easier and more productive to work together, as we continue to grow.
Connectivity and coaching is good for business
We also introduced some new, exciting ideas which include the launch of MyRapport 2.0, the follow-on to the first version of our successful employee engagement portal. Other developments include the roll-out of an app to make it more efficient to allocate and track individuals to cover sickness and holidays. We also reviewed our initiative to promote a ‘coaching’ culture looking at additional ways we can share expertise and experience.
Developing ideas that will help us to GROW
As part of a development workshop, we were all allocated to a team and given a specific topic around employee engagement that needs to be addressed then asked to develop some new ideas by applying a set of direct GROW questions, which stand for Goal, Reality, Options and Way forward. We brainstormed ideas, shortlisted the best and presented them back to everyone at the end of the session. A lot will be taken forward to be implemented.
90 minute time-pressured, team-building exercise
Following this, a time-pressured, team-building exercise was undertaken to complete up to 120 tasks in 90 minutes. The winning team had a score of 2,200 points and the most inappropriately, self-named group called ‘The obvious winners’ came last. We certainly admired their confidence. After the prize giving, we took part in a highly competitive wine-tasting event. The winning team were awarded a Double Magnum of wine each and the losing team members, a wooden spoon. When asked why they performed so poorly, their spokesperson said that they achieved what they wanted because ‘a bottle of wine lasts an evening but a wooden spoon lasts a lifetime’.
Rapport’s Head of HR & Learning, Gary Acheson, commented, “days like this work on a number of levels. Firstly, it provides an informal and relaxed environment in which to learn, to share knowledge and experiences with each other. Secondly, it enables people to get to know one another. Especially if they have not met face-to-face before because they work in different geographical parts of the organisation. Thirdly, it is a very good way of communicating key business messages in a powerful way. Finally, and most importantly, it helps to reinforce the unique culture of Rapport.”
Like the sound of this?
If you like the sound of this event and would like to find out more about what it is like to work for Rapport then get in touch with Gary Acheson at firstname.lastname@example.org
Rapport Ambassador and charity champion, Cesar Mendez was recently invited to attend an afternoon reception at the Prime Minister’s residence, 10 Downing Street. The invitation was part of Soccer Aid 2018 where Cesar represented UNICEF UK’s Children’s Champions.
He discussed his work with UNICEF and the UK aid programme with a lot of sports personalities including Usain Bolt, Mo Farah and Yaya Toure. Cesar also took the opportunity to tell WaterAid CEO, Tim Wainwright about his '7 marathons 7 continents' challenge. Tim was suitably impressed!
Well done Cesar – we are proud of you!
Rapport Guest Services is named in the Top 30 Best Places to Work in Hospitality for the fifth consecutive year. As announced by The Caterer and Hotelkeeper and PurpleCubed at the special annual HR Forum event held on Tuesday, 24 April 2018 at the prestigious Hilton Park Lane.
The reasons why the company has achieved this are clear.
Working with a team that respects each other is the priority rated highest by employees and 90% of those surveyed at Rapport agreed that this is true of their workplace.
In the last year, Rapport has continued to invest in their people by showing that it takes mental health seriously. The company introduced a wellbeing ambassador to raise awareness for this serious issue and they have encouraged colleagues to have open conversations.
The company demonstrates a strong commitment to career development for all, regardless of their position, by introducing a dedicated business coach in 2016 followed by leadership coaching masterclasses. 90% of last year’s internal development programme graduates have already been promoted and on their way to developing a strong career.
To ensure that every guest experience is unique, the Rapport Academy training programme provides all employees with the tools to provide an outstanding level of service with courses in diversity, disability, protocol awareness and even sign language.
No wonder over 85% of employees state they are very proud to work for Rapport.
Greg Mace, Managing Director of Rapport Guest Services says "We were really thrilled to be recognised once again as one of the Top 30 Best Places to Work in Hospitality. This is Rapport's 5th year of recognition and each year we take on board the feedback from our team and implement changes so that we can continue to make Rapport an even better place to work. To have our employees feeling so proud to work for us not only helps with staff retention but also means our team recommend their great friends to join us.”
We are always looking for exceptional people to join us.
Pictured left to right from Rapport are Gary Acheson, Head of HR and Learning, Greg Mace, Managing Director and Jane Sunley, Founder & Chairman, Purple Cubed
Jo Harley, Managing Director of Purple Cubed adds, ”As one of only three organisations to be featured in the Top 30 Best Places to Work in Hospitality for five consecutive years it's obvious that Greg and the team are placing their people strategy firmly at the top of the business agenda. It's encouraging to see a company so dedicated to attracting, developing and retaining talented people and, as the survey outcomes highlight, Rapport is clearly a great place to work and an employer of choice for anyone considering a career in our industry”
Rapport, Compass Group UK & Ireland’s guest services business, is proudly championing International Receptionists' Day which is celebrated on the second Wednesday in May each year and in 2018 falls on Wednesday 9th May.
With more and more countries around the world celebrating Receptionists’ Day, a new website has been unveiled reflecting the international nature of this annual event - www.internationalreceptionistsday.com
Multi award-winning guest services provider, Rapport is pleased to continue as lead sponsor and is organising a range of activities and initiatives open to all. International Receptionists’ Day is also supported by the AICR, which is an association of Front of House managers of five-star hotels around the world.
Receptionists’ Day was first launched in 1991 in the US to celebrate the role of professional receptionists. The purpose of International Receptionists’ Day is to:
Various initiatives will be hosted with some great prizes on offer. These include ‘Reception Heroes’, where employees share a story of how their Receptionist colleague has done something exceptional during the course of their work. In addition, there will be a caption competition and other ways to get involved.
At Rapport, all the Directors and head office managers will be embracing going ‘back to the front’, working as receptionists for the day alongside reception teams across the UK and Ireland, USA and Hong Kong.
Greg Mace, Managing Director of Rapport said: “International Receptionists’ Day is the perfect way to celebrate the work of dedicated receptionists all over the world and we’re delighted to be leading the way. Supporting this initiative is an opportunity for us to celebrate the great work receptionists do and to raise their profile within our operations. We hope that every single receptionist who takes part will feel proud – they are truly exceptional people.”
For more information visit - www.rapportservice.com
The WOW! Awards is the only independent national award provider that recognises excellent customer service based solely on guests’ and colleagues’ nominations. Each month, nominations are read and adjudicated by the independent WOW! Awards team and winners are presented with a framed certificate and a bottle of champagne at a bi-monthly event. Over the past twelve months, individuals and teams at Rapport have won an amazing 146 WOW! Awards.
The WOW! Awards winners’ annual event was hosted at one of Rapport’s client sites in the City of London with over 140 people from across Rapport’s UK business attending, including Derek Williams, CEO, The WOW! Awards and Greg Mace, Managing Director, Rapport.
Greg commented “Rapport’s ethos is based on providing an exceptional personalised service. What’s great about The WOW! Awards is that the nominees are put forward by clients, guests and our teams who have witnessed first-hand the high quality services our people deliver. Our Ambassadors bring to life our core values and are testament to the success of Rapport, so it’s always great when we acknowledge the lengths they go to.”
Derek Williams commented: “The WOW! Awards give people an independent assessment against the best customer service organisations in the UK, enabling us to shine a spotlight on those who go the extra mile. Rapport’s annual event demonstrates the consistently high level of work that its Ambassadors provide. Outstanding guest services is key to the success of Rapport and these awards acknowledge their achievements.”
The stories and pictures relating to the WOW! Award winners were displayed around the room so that all the Rapport ambassadors attending could highlight their story to their clients and read about the achievements of their peers. Attendees were also given the opportunity to vote on their favourite WOW! Award from 12 shortlisted winning stories and one overall winner was selected by the attendees. This year’s winner was Elena Horatau, a Receptionist at BMO, who won dinner for two at Jason Atherton’s Michelin starred City Social restaurant.
The winners also had great fun locating their own face on a special ‘Where’s Wowie’ interactive wall which had been created specifically for this celebration.
A map of London on the interactive wall which depicted all the WOW! Award winners
Pictured left to right; Greg, Mace, MD Rapport
Pictured left to right; Elena Horatau Derek Williams, CEO, The WOW! Awards
Following recognition at Rapport’s Excellence Awards for his charity work, we are delighted to announce that Cesar Mendez, one of our Rapport Ambassadors at our HSBC account and a great charity volunteer, has been named the winner of the HSBC ‘Global Champion of the Year’ Award in recognition of his contributions to the HSBC Water Programme.
The HSBC Water Programme is an eight-year $150 million global programme, which aims to protect water sources and the ecosystems that they support, inform and educate communities in need, and enable people to prosper across the world.
Cesar’s achievement was announced during the HSBC Water Programme 2018 Awards Ceremony. This award is in recognition of the inspiration Cesar provides his colleagues in terms of volunteering and fundraising.
As the award winner, Cesar will be going to India with HSBC colleagues to visit some of the places that are being supported by Water Aid, a charity Cesar has supported on several occasions before.
This is another fantastic accolade for Cesar as he champions volunteering and charity work in both HSBC and Rapport.
Next stop for Cesar is 7 marathons on 7 continents. Follow his journey and support him HERE.
It is a special day to recognise and appreciate all the duties that telephonists (and other call services professionals) do for an organisation.
March 10th is the anniversary of the very first telephone call made by Alexander Graham Bell in 1876, and this year we marked the event on Friday, 9th March and Saturday, 10th March.
Each of our Call Services team members received a gift and our team in Leeds attended Deaf Awareness training, specifically designed for dealing with guests with hearing difficulties over the telephone. On the Saturday we also hosted a special Switchboard training session with our team at Bank of America Merrill Lynch.
We are always impressed by the wonderful initiatives that take place in our business during the day, as well as the fantastic entries to the national competitions hosted.
As part of our drive for National Telephonists’ Day, Rapport continues to support the charity Action on Hearing Loss, the Royal National Institute helping people confronting deafness, tinnitus and hearing loss to live the life they choose.
Our team at Arthur J Gallagher celebrating NTD
Natalie O'Dalaigh, Rapport’s Training and Engagement Manager commented “our fifth National Telephonists’ Day event was a great success and it was fantastic to see our teams get involved with innovative on site activities and the bespoke training delivered in conjunction with the event.
The Deaf Awareness for Call Services course run by our charity partners Action on Hearing Loss was very well received by the teams, who said it gave them confidence in dealing with callers with particular needs. I was delighted to welcome the whole of the Camberley team for an interactive full day telephone training workshop on Saturday, 10th March, who enjoyed and benefitted from the practical group working activities”
Pictured above are our fantastic Call Services Team from Bank of America Merrill Lynch
On Saturday, 17th February, 35 of our Rapport Ambassadors ran, walked and climbed up the 877 steps of Broadgate Tower in aid of our charity partner, Action on Hearing Loss.
Hearing loss affects millions of people in the UK and it’s a growing problem.
Action on Hearing Loss is the largest charity in the UK supporting people affected by hearing loss – and Rapport are supporting this worthwhile charity to help fund the research and to provide practical and emotional support to those living with this life-changing condition every day.
Thank you to all of the Ambassadors who participated and cheered on the runners on the day, you were all amazing and we raised over £3,000 which is fantastic.
Have a look at the video of the event https://youtu.be/14AYbhfASFA
On Friday, 9th February, Rapport held its sixth annual 'Excellence Awards' where ambassadors who have demonstrated excellence within our business were recognised. Rapport’s sixth Birthday was also celebrated during the evening.
Just under 400 Ambassadors, clients and associates attended the event which this year, for the first time, was hosted at Willis Towers Watson in their fantastic auditorium.
All attendees joined for a reception before sitting down to enjoy the ceremony. During the evening we also enjoyed updates from our Rapport operations in the USA, Hong Kong and Ireland. We also had the privilege of having Pepper the robot join Greg Mace, Managing Director, on stage to present one of the awards.
Ines Weifenbach, Account Manager at Accenture and winner of a Leadership Award said “Rapport is an outstanding company to be part of and always focusing on their people and engagement.
Being recognised at the Excellence Awards made me feel incredibly proud to be part of Rapport’s ongoing success story.
Being shortlisted alone would have been a major surprise for me as I am surrounded by so many inspirational managers, the feeling of actually winning is still unfathomable. Winning was a great feeling, however the reaction on my clients’ and team’s faces was absolutely priceless and made the experience unforgettable. The relationship I have built over the past years with them has been incredible and for that, I will wear my Rapport Pin with pride every day as recognition of my team’s successes over the past years.
I feel extremely proud that I am seen in this light and it makes all the hard work worthwhile for me and my team as a whole.”
The awards reflect the importance Rapport places on its brilliant ambassadors and their outstanding achievements. The award categories relate to Rapport’s core brand values which are; Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together. Awards recognising Leadership, Best Client Feedback and the Best Newcomer were also presented to conclude a full breadth of winners and accolades.
In total we recognised 14 of our Ambassadors for their outstanding achievements and contributions. We also recognised 3 teams who have achieved great things throughout 2017.
Pictured left to right; Greg Mace, MD, Rapport, Ines Weifenbach, Leadership Award Winner, Philip Dearden, Business Director, Rapport
Gary Acheson, Rapport’s Head of HR & Learning said “As Rapport’s business continues to grow, the awards become even more important as an opportunity to recognise the excellence we witness in our day to day business. This shone through from the outstanding award entries, the stories that we received about individuals and teams, and the presentations created by the team nominees for the Stronger Together category. It really made us feel proud to work with so many fantastic people who are leading service champions. It might sound cliché, yet the Excellence Awards bring together the best of our Rapport family in a single event, leaving us all even more inspired to raise the service bar another notch higher.”
Congratulations to all the well deserved winners.
On 20th November 2017, we hosted our annual Rapport Graduation Event where we recognised all the great Rapport ambassadors in our business who have completed one of our three leadership development programmes in 2017.
We had a number of the team who had completed their Apprenticeships as well as our Supervisor Passport scheme for aspiring team leaders and supervisors and finally our flagship ‘Lead The Way’ programme consisting of 10 modules designed to equip our existing leaders to manage their teams more effectively.
It was a great chance to honour these staff at a fun event kindly hosted at one of our law firm clients stunning premises. Greg Mace, Managing Director was on hand to award the graduation certificates and it was also really great to see so many of our clients there supporting their teams.
Congratulations to you all.
In February 2012 Rapport Guest Services was formally launched in the UK, with a focus on providing a personal and intuitive guest services proposition for our clients. In 2015 we successfully launched our services in the USA, starting with clients in New York and later expanding our client portfolio to many other key US cities.
With the active support of existing clients, Rapport is now expanding again with the exciting launch of Rapport in Hong Kong as the first stage of our entry into the Asia Pacific region. In September, Gary Acheson, Head of HR & Learning for Rapport, travelled to Hong Kong to share the Rapport ethos with our first clients in this region, building relationships and engaging them with our vision of what great service looks like and the innovations our services can bring to their business.
A busy two week schedule also saw Gary engage with our new Rapport ambassadors by introducing them to service focus groups and training. An introduction to our Rapport Guest Service training was followed by “train the trainer” sessions with the supervisory team to enable the team to keep growing and further embed our service culture in the months ahead.
On his return to the UK Gary commented: “This trip was an amazing opportunity for us to bring the Rapport concept of personal and intuitive service to Hong Kong. The new Rapport team grew in confidence over the two weeks, and were very engaged with our plans to support them in elevating the service experience offered to our clients and their guests. We very much look forward to working with them to develop and evolve this unique Guest Services culture.”
That is why in July 2017, sixty of us ran 5.6km (3 miles) in Battersea Park, as part of the JP Morgan Corporate Challenge - a global celebration of teamwork. This is the fifth consecutive year we have risen to this challenge, so well done to everyone who took part on the day! As always, Rapport contributed towards the entry costs for those involved.
Our fastest male contestant was Jonas Green from Dentons, who finished in just over 24 minutes. Natalia Perez from Omnicom was the fastest female Rapport Ambassador when she crossed the line in just over 28 minutes. You will agree that both very impressive times.
This was the first year that the J.P. Morgan Corporate Challenge London partnered with Cancer Research UK – a cancer research and awareness charity in the United Kingdom.
We are very excited to have been shortlisted for two WOW! Awards this year recognising the exceptional guest service we provide to all of our clients, as well as celebrating the dedication and hard work of our great ambassadors.
The WOW! Awards is the only independent national award provider that recognises excellent customer service based solely on guests and colleagues nominations. We work closely with them to celebrate our people and the outstanding work they do every day.
We are extremely proud that Rapport has been shortlisted for two brilliant awards; “Customer Experience Delivery of the Year” and “Best Use of the WOW! Award Programme”, ahead of the annual ceremony which recognises the ‘best of the best’ organisations and people.
At Rapport, we pride ourselves on offering outstanding guest services tailored specifically to the culture and requirements of each client and we are only able to do this through our amazing ambassadors who bring to life our core values and vision.
This is why we believe it is so important to recognise the dedication of our team through the use of The WOW! Awards scheme. Every month, nominations are read and adjudicated by the independent WOW! Awards team and winners are presented with a framed certificate and a bespoke bottle of Champagne at a bi-monthly event. In the last year alone, individuals and teams at Rapport have been awarded an amazing 140 winning certificates, so it’s brilliant to be shortlisted for an award that recognises our use of the programme as well as for the great guest service we provide.
In addition to this, Rapport was recently named as one of the Top 30 Best Places to Work in Hospitality. We have also achieved an outstanding ‘Two Star’ rating with Best Companies, the organisation behind the Sunday Times 100 Best Companies and our HR and Training Team won the prestigious Catey Award for the way they engage and develop everyone in the company.
World FM Day showcases the vital work Facilities Management professionals contribute to businesses across the world and aims to raise the profile of these important roles.
In Rapport we have many FM related roles across our business, which include Porters, General Duties Assistants, Room Technicians, Floor Managers, Floor Hosts and Assistant Facilities Managers. World FM Day was an opportunity to recognise their hard work and contribution they make to our overall success.
To celebrate, our talented ambassadors showed their appreciation for each other and for their clients by creating fun and engaging on-site activities and brought in homemade cakes and sweet treats for the team to share.
This year we invited the teams to take part in competitions, such as guessing the number of jelly beans in a jar, or writing one sentence that best describes what they most enjoy about your job.
Richard, a Rapport General Duties Assistant/Regional Co-ordinator took part in a ‘Day in the Life’ interview in which he highlighted the ways in which he enhances our guest experience in his role. His responsibilities include:
The Rapport Head Office team spent the day visiting some of our FM teams, discovering more about the essential contribution they make to our business. Our Rapport Ambassadors collaborated with their clients in facilities and property and demonstrated how we work together to create a one team culture. We also helped to facilitate a client’s FM Network Event, where industry leaders, property managers and service partners delivered a morning of masterclasses and networked with tenants and occupiers of the buildings.
At Rapport, our ambassadors are at the very heart of our business and we are extremely proud to have been named in the Top 30 Best Places to Work in Hospitality, for the fourth consecutive year.
Since launching in February 2012, Rapport has gone from strength to strength and achieved significant growth. We have rapidly expanded our client portfolio in London and across the UK and Ireland, as well as launching in the USA.
Our amazing ambassadors who bring to life our core values and vision are testament to our success. We want to make sure that our people have the opportunity to progress and we offer a comprehensive and innovative training programme. Last year we recruited a dedicated business coach to support our managers and leaders in achieving their goals and developing their careers.
Over the past five years, Rapport has built a reputation as a great place to work and it has been a privilege to work with such a brilliant team. As well as being named in the Top 30 Best Places to Work in Hospitality, Rapport has also achieved an outstanding ‘Two Star’ rating with Best Companies, the organisation behind the Sunday Times 100 Best Companies. Rapport’s HR and Training Team recently won the prestigious Catey Award for the way they engage and develop everyone in the company and last week, we were proud to celebrate our people and the outstanding work they do every day through The WOW! Awards.
Multi-award winning guest services provider, Rapport is supporting the 2017 National Receptionists’ Day on 10th May, with a range of activities and initiatives.
National Receptionists’ Day first launched in 1991 in the US to celebrate the role of professional receptionists and is now an internationally recognised day to acknowledge and appreciate all the things that this role does for an organisation. The purpose of National Receptionists’ Day is to:
Rapport is proud to be the lead sponsor of National Receptionists’ Day in the UK and the business works with the event founders to help promote this special day across both the hotel and corporate worlds. There is a dedicated website – www.nationalreceptionistsday.com – which highlights a range of interactive elements for teams that want to take part, making it a fun and engaging day for all.
Rapport will be hosting competitions to submit memorable reception moments, a best team photo competition and comic strip , with some great prizes on offer. Managers will be embracing going ‘back to the front’, working as receptionists for the day alongside reception teams across the UK and Ireland.
This year Rapport will be supporting the disability charity Scope, which provides support, information and advice to more than a quarter of a million disabled people and their families every year and raises awareness about disability. A raffle with fantastic prizes will be launched on National Receptionists’ Day and held throughout May, with all the donations being given to Scope. A representative from the charity will be presenting at one of Rapport’s client sites to raise awareness about the valuable work they do, and to provide information on how we might best assist guests, clients and/or colleagues who have a disability.
Greg Mace, Managing Director of Rapport said; “National Receptionists’ Day is the perfect way to celebrate the work of dedicated receptionists all over the world and we’re delighted to be leading the way in the UK".
Rapport, Compass Group UK & Ireland’s specialist provider of exceptional guest services, celebrated the achievements and success of all of their WOW! Award winners of the past twelve months, at their annual event on 24th April 2017.
The WOW! Awards is the only independent national award provider that recognises excellent customer service based solely on guests and colleagues’ nominations. Each month, nominations are read and adjudicated by the independent WOW! Awards team and winners are presented with a framed certificate and a bespoke bottle of Champagne at a bi-monthly event. Over the past twelve months, individuals and teams at Rapport have been awarded an amazing 140 winning certificates.
The WOW! Awards winners’ annual event was held at Vertigo 42, London’s highest Champagne Bar in the iconic Tower 42, London, and was attended by over 120 people from across Rapport’s UK business, as well as Derek Williams, CEO, The WOW! Awards; Dennis Hogan, Managing Director, Compass Group UK & Ireland; and Greg Mace, Managing Director, Rapport.
Greg Mace commented: “Rapport’s ethos is based on providing an exceptional personalised service. What’s great about The WOW! Awards are that the nominees are put forward by clients, guests and our teams who have witnessed first-hand the high quality services our people deliver. Our Ambassadors bring to life our core values and are testament to the success of Rapport, so it’s always great when we acknowledge the lengths they go to.”
Derek Williams, CEO of The WOW! Awards, commented: “The WOW! Awards give people an independent assessment against the best customer service organisations in the UK, enabling us to shine a spotlight on those who go the extra mile. Rapport’s annual event demonstrates the consistently high level of work that its Ambassadors provide. Outstanding guest services is key to the success of Rapport and these awards acknowledge their achievements based on actual feedback from the people around them.”
Rapport is renowned as a great place to work and was this month again named in the Top 30 Best Places to Work in Hospitality for the fourth consecutive year. The business also claimed a Two Star rating with Best Companies, the organisation behind the Sunday Times 100 Best Companies to Work for. Rapport’s HR and Training Team won the prestigious Catey Award for the way they engage and develop everyone in the company. The WOW! Awards are just another way that the business celebrates its people and the outstanding work that they do.
On Thursday 9th March, Tower 42 once again hosted the Vertical Challenge to raise funds for Shelter, the charity supporting homeless people.
As part of their 'Giving Something Back' Programme, a team from Rapport took part in climbing the 42 storey Tower comprising 932 steps, and raised over £1,000 for this great cause. Rapport is very proud to provide the reception and concierge services to Tower 42 in a partnership which dates back to 2012.
Pictured above are the Rapport team of runners along with Barry Rushmer, General Manager of Tower 42, and TV Presenter and Model and Shelter Ambassador Nell McAndrew.
Greg Mace, Managing Director of Rapport (second from right) commented "The Vertical Challenge was great fun and we are grateful to all of our Rapport ambassadors and friends who have supported us to raise money for such a worthwhile charity. The organisation of the event by the Tower 42 team and Shelter has been amazing. We are proud to be associated with Tower 42 and Barry and his team"
Pictured from Left to Right are:
Jonathan Kelk, Ruta Krolyte, Nell McAndrew, Barry Rushmer, Lilian Bormans, Greg Mace and Dirk Talsma.
Rapport, Compass Group UK & Ireland’s guest services business, is teaming with ComXo, the professional service sector switchboard specialist, to celebrate the work done by professional telephonists on National Telephonists’ Day – Friday 10th March 2017.
Rapport and ComXo are calling on organisations and individuals to engage with their employees and colleagues, taking the opportunity to recognise the work of telephonists and shining a light on these team members who often go unnoticed. This year’s celebration will be the fourth National Telephonists’ Day and the event marks the anniversary of the first ever telephone call made by Alexander Graham Bell in 1876.
To celebrate the initiative, Rapport and ComXo are planning activities, including a bake off judged by Mark Tilling, Master Chocolatier and winner of Bake Off ‘Crème de la Crème’, a telephone themed poetry competition in which the winners will be awarded afternoon tea for two, plus many more team celebrations. Greg Mace, Managing Director of Rapport will be heading back to work ‘on the floor’ for the day at some of Rapport’s prestigious client offices in London whilst Andrew Try, Managing Director of ComXo will be visiting client sites and supporting the night team at the ComXo offices.
Greg Mace, Managing Director of Rapport, commented: “We are really looking forward to the fourth National Telephonists’ Day, enabling us to once again celebrate the great work our call services teams do and helping to raise their profile within our operations.
“As well as engaging our call services teams, we hope the event will help them to build an even closer rapport with their colleagues in our Reception and Front of House teams. This helps us provide a seamless service for our clients and their guests. I am looking forward to working alongside our team members who are perhaps not as visible as our frontline receptionists but are an equally important part of our family and critical to our continued success.”
Rapport, Compass Group UK & Ireland’s specialist provider of exceptional guest services, has celebrated its fifth anniversary, which was marked by recognising its very best ambassadors at the annual Rapport Service Excellence Awards, on 10th February 2017.
Rapport is renowned as a great place to work and in 2016 was named in the Top 30 Best Places to Work in Hospitality for the third consecutive year, as well as a Two Star rating with Best Companies, the organisation behind the Sunday Times 100 Best Companies to Work for. Rapport’s HR and Training Team also recently won the prestigious Catey Award for the way they engage and develop everyone in the company.
Since launching in February 2012, Rapport has gone from strength to strength, rapidly expanding its London-based client portfolio to major cities across the UK and further, with the launch of Rapport in New York and Dublin. The past year has seen Rapport achieve significant growth, with an impressive list of new business clients.
Rapport’s 2017 Service Excellence Awards is a reflection of the importance Rapport places on its brilliant ambassadors and their outstanding achievements. Attended by over 300 people, the ceremony celebrated winners across categories which reflected Rapport’s core brand values including; Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together. Awards recognising Leadership, Client Feedback and the Best Newcomer were also presented during the evening. Markus Seinsche, the Leadership Award winner, commented: “Rapport is an amazing company to be part of and to be acknowledged at our Service Excellence Awards is a great achievement. I’m very proud to be involved in something so special.”
Greg Mace, Managing Director of Rapport, said: “To be celebrating our fifth anniversary amongst so many colleagues, clients and friends is very special. We’ve had a fantastic five years and I’m exceptionally proud of what we’ve achieved as a team. Our ambassadors bring to life our core values and are a testament to the success of our business so I’m delighted to be able to share this memorable evening with them. The standard of entries was incredibly high and all of the shortlisted nominees and winners should be proud of their achievements. Many congratulations to you all.”
Rapport has been recognised as an employer of choice having achieved a prestigious two star rating from Best Companies. This latest achievement follows a hugely successful year for Rapport. The business is continuing to flourish with a string of new contract wins in 2016 and so far in 2017, with more in the pipeline.
The two star recognition from Best Companies is highly sought after and has been achieved following a comprehensive survey which looks at satisfaction and engagement, including factors such as personal growth, management, opportunities and wellbeing.
Greg Mace, Managing Director, Rapport said: "Celebrating our amazing Rapport ambassadors is really important to us. We work hard to ensure our people are engaged in the business and live and breathe our core values, so it's fantastic to have achieved both a Best Companies two star accreditation and a great position in the Top 30 Best Places to Work in Hospitality index."
"At the heart of Rapport is our truly exceptional people who go the extra mile to deliver brilliant services to our guests. Our ambassadors feel proud to be part of our outstanding team and I believe this is what sets us apart and makes Rapport such a successful business."
Compass Group UK & Ireland, the UK’s largest food and support services firm, recognised the outstanding talent and services of its employees at its annual Be A Star Awards.
The annual event was held on Thursday November 17, at the Natural History Museum in London and celebrated colleagues who have gone the extra mile to deliver an exceptional service to clients and customers.
As an employer of 60,000 people, being shortlisted for a Be A Star Award is quite an achievement. Throughout the year, colleagues and clients are able to nominate those who they believe have gone above and beyond and shortlisted candidates are then entered into a final judging process before the winners are announced.
Out of 200 shortlisted nominees, nine winners were announced during the evening across seven categories which reflect the key values of the business, including: Responsibility, Teamwork, Passion, Can-do, Integrity, Health & Safety and Compass Group UK & Ireland’s framework to deliver operational excellence across its sites - ROAR.
Fiona Ryland, HR Director at Compass Group UK & Ireland, said: “Be A Star is one of my favourite events of the year. Our winners are truly inspirational and this awards ceremony is such a great opportunity to celebrate our people and thank them for all that they do.
“As a business that operates across a number of different sectors, whether it be security, catering or front of house, it is essential that we always aim to deliver the best service to our clients and customers. This event reflects the dedication that our colleagues put into their work on a daily basis and I would like to congratulate every person who was shortlisted.”
Rosemary Boulter who picked up the Teamwork award on behalf of her colleagues at Lagan College, said: “We’re so happy we have won this award this evening. Our boss put us forward for it and we are so pleased to take this home for all the team.”
Well done to our HR team who won an award at the prestigious Foodservice Cateys.
The Foodservice Cateys are a major landmark in our foodservice calendar and it’s fantastic to be a winner in this category. The award ceremony was held at the Park Plaza Westminster Bridge Hotel in London on Friday, October 14.
Our UK & Ireland Managing Director, Dennis Hogan said: “Congratulations to all the winners at the Foodservice Cateys. We are delighted to have won four awards, reflecting our commitment to deliver excellent service and experiences to our clients and customers across our business.
“It’s also great to see the talent of our people recognised in the HR and chef of the year categories. We are so proud of all those who have been shortlisted. 2016 has been great year for us, we have continually looked at how we can innovate, bring value to our clients, as well as support our employees in their development.”
Greg Mace, our Managing Director of Rapport, said: “We are delighted to have won the HR award. At the heart of Rapport is our truly exceptional people who go the extra mile to deliver a really personal and intuitive service for our clients and guests. That’s why we not only invest in our people’s training and development, but also recognise and celebrate their achievements throughout the year. Every member of our team brings a unique contribution to the business which together gives Rapport a really innovative approach to how we recruit, engage, train, develop and retain our team members.”
For the 4th consecutive year Rapport and Restaurant Associates will line up to compete in the JP Morgan Corporate Challenge on the 20th July. It is a 5.6km (3 miles) run in Battersea Park. The run is in aid of the charity “Age UK” – An organisation aiming to help people make the most of later life. Rapport has contributed £20 towards each Rapport competitor running (or walking!!) as part of our charitable fundraising for 2016.
Last year was a great success with a total of 14,394 runners and 180 Rapport and RA colleagues participating in the run and of course the post run food and drinks. This year is sure to be a very fun, and tiring, day as well.
Last year Rogier from Thomson Reuters was the fastest male participant from Rapport and Joanna from Citi the fastest female from Rapport. Neither is running this year so the top spot is wide open! Good luck to everyone who will be running! Most importantly, have fun and thank you for supporting Age UK.