2018

An evening of celebration with our Rapport Academy graduates

An evening of celebration with our Rapport Academy graduates

An evening of celebration with our Rapport Academy graduates 1379 834 admin

More than 130 people and clients from all over the UK and Ireland gathered in Canary Wharf to celebrate the achievements of 45 Rapport Academy graduates for 2018.

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.

An evening of celebration with our Rapport Academy graduates
An evening of celebration with our Rapport Academy graduates
An evening of celebration with our Rapport Academy graduates

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”.

An evening of celebration with our Rapport Academy graduates
Improving Accessibility to Buildings for All

Improving Accessibility to Buildings for All

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A new series of free breakfast briefings hosted by Rapport for Facilities Managers

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

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.

Visit the Action on Hearing Loss website

Improving Accessibility to Buildings for All
What was the buzz all about at the Rapport Innovation Expo?

What was the buzz all about at the Rapport Innovation Expo?

What was the buzz all about at the Rapport Innovation Expo? 1200 720 admin

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.

We talked to some attendees to find out why they turned out in such numbers and what they learned.
This event is also an opportunity for our Rapport teams to showcase what they do for their specific client.

Being Brilliant

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.

Creating Rapport

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.

For Rapport people the Innovation Expo is a way to build their team’s profile

Innovative Spirit

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.

The Innovation Expo is an embodiment of the spirit at the core of Rapport.

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.

Stronger Together

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?

Contact us now

Rapport Guest Services wins ‘Front of House Team of the Year’ at the Catey Awards

Rapport Guest Services wins ‘Front of House Team of the Year’ at the Catey Awards

Rapport Guest Services wins ‘Front of House Team of the Year’ at the Catey Awards 1429 818 admin

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.

 

Cateys 2018

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.”

The Rapport ‘Lead the Way’ programme goes from strength to strength

The Rapport ‘Lead the Way’ programme goes from strength to strength

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Become an inspirational and highly effective leader with Rapport

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

Andreas Zenkovitch

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

Loredana Ganea

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.

Another Great Collaboration Day

Another Great Collaboration Day. You could join us next year!

Another Great Collaboration Day. You could join us next year! 1200 607 admin

On a sunny Saturday, 75 leaders from all across Rapport came together, high-up in one of our client’s London locations, to look forward with excitement to the next 12 months.

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.

Why do we have a Collaboration day?

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.

Connectivity and coaching is good for business
90 minute time-pressured, team-building exercise

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 gary@rapportservice.com

Cesar Mendez at 10 Downing Street

Cesar Mendez at 10 Downing Street

Cesar Mendez at 10 Downing Street 1725 888 admin

On a sunny Saturday, 75 leaders from all across Rapport came together, high-up in one of our client’s London locations, to look forward with excitement to the next 12 months.

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!

Click here to support Cesar in his amazing fundraising

Cesar Mendez at 10 Downing Street
Cesar Mendez at 10 Downing Street
Cesar Mendez at 10 Downing Street
Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year

Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year

Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year 1417 664 admin

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.

Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year
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 celebrates International Receptionists’ Day 2018

Rapport celebrates International Receptionists’ Day 2018

Rapport celebrates International Receptionists’ Day 2018 1800 1062 admin

Championing International Receptionists’ Day

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:

  • Recognise the importance of the receptionist’s role. Usually the first person a guest or client meets when they visit a company or hotel – the receptionist creates that all important first impression and is integral to the guest experience.
  • Promote pride and professionalism amongst receptionists for the essential role they hold within an organisation.
  • Give receptionists an opportunity to share stories and link up with other colleagues. Each year the initiative grows and is celebrated by companies across the globe.
International Receptionists’ Day

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

Rapport recognises its exceptional people at the WOW! Awards

Rapport recognises its exceptional people at the WOW! Awards 2018

Rapport recognises its exceptional people at the WOW! Awards 2018 1800 900 admin

Rapport celebrated the achievements and success of all of its WOW! Award winners over the past twelve months at a special annual event held on Monday, 23rd April 2018.

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.

wow awards 2018 interactive map

A map of London on the interactive wall which depicted all the WOW! Award winners

wow awards 2018

Pictured left to right; Greg, Mace, MD Rapport

wow aards 2018

Pictured left to right; Elena Horatau Derek Williams, CEO, The WOW! Awards