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.