Natalie O’Dalaigh wins People Development Award at FSM Awards

Natalie O’Dalaigh wins People Development Award at FSM Awards 1890 989 admin

We are thrilled and excited that our Training and Engagement Manager, Natalie O’Dalaigh has won the People Development Award at the FSM awards. She has been pivotal to the success of Learning and Engagement in Rapport.

The annual FSM Awards recognise those outstanding individuals who have made a huge contribution to our industry – the exceptional talent of the hospitality world.

Judged by their peers, the winners were announced at a glittering Gala Dinner held at the prestigious Royal Garden Hotel in London. Winning an FSM Award is a truly a great career achievement.

Also shortlisted in the Area Manager category was Richard O’Keefe for his contribution to managing a national contract for a leading professional services company.

Natalie commented

“I am absolutely delighted to have received the People Development Award.  I believe we are very fortunate to have so many dynamic and engaged Ambassadors at Rapport who love to learn and are keen to develop their skills. Each one to one or classroom training workshop that I deliver to our teams, I find myself learning from their ideas, thoughts and experiences. I am very grateful to be part of a company that invests so much in training and development”.

Many congratulations Natalie on this well-deserved recognition for everything you have done to make Rapport the most amazing company to work for and the huge range of training and development opportunities that you have developed.

Rapport Wins Front of House Team of the Year 2019

Rapport Wins Front of House Team of the Year 2019 1200 781 admin

The annual Catey awards, organised by the Caterer and Hotelkeeper Magazine, considered the ‘Oscars’ of the hospitality industry, took place on Friday 11th October 2019 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’ at the Cateys 2019, showcasing our team at Broadgate in London. As a specialist provider of exceptional guest services, we manage the reception services across this portfolio of 14 iconic buildings in the heart of the City.

The judges highlighted a commitment to outstanding service, excellent communication skills and a relentless desire to provide a service for their tenants and visitors to the estate that goes ‘above and beyond’.


“I took great pride in congratulating our amazing front of house team for winning the Catey award for “front of house team of the year”. To say that I was elated would be an understatement. Internally I was beaming brighter than the stars that our team are. It is a huge accomplishment and it was wonderful to see our team who work so tirelessly to constantly to deliver service excellence, recognised.”
Lee McDonald, Property Manager at Broadgate

“Rapport’s ethos is based on providing an exceptional, personalised service. We enjoy a really collaborative partnership with our Broadgate clients, and this support energises and empowers our team to excel.  I am delighted that their many achievements have been recognised”.

Greg Mace, Managing Director of Rapport Guest Services

Rapport wins major award at HR in Hospitality Awards

Rapport wins major award at HR in Hospitality Awards 1400 906 admin

We were absolutely delighted to win the award for Excellence in Diversity & Inclusion at last night’s HR in Hospitality Awards ceremony hosted in the spectacular ballroom at the Mandarin Oriental Hotel.

As the award winner’s details were read out by the presenter and our table awaited the final words “and the winner is…” the nerves on our table were visible to see.

Rapport’s submission focussed on the updated engagement platform MyRapport and the work the teams have done with the LGBT+ community and demonstrating how dedicated they are to co-disrupting the working world.

Taking to the stage to collect the award on behalf of Rapport was Head of HR, Natasha Whitehurst who commented:

“We pride ourselves on the fact Rapport is a very inclusive company and we value everyone’s input. We are incredibly proud to have won this award and we believe that this success is testament to the hard work, passion and dedication that our Ambassadors give to their roles and Rapport daily. We have so many different initiatives there really is something for everyone in Rapport. Our LGBT+ network goes from strength to strength and this year we were delighted to be able to take part in the London Pride march for the first time.”

Rapport hosts Annual Innovation Expo 2019

Rapport hosts Annual Innovation Expo 2019 1200 858 admin

“Follow the pink trail! Follow the pink trail!”
exclaimed the front of house staff at the bank in Canary Wharf that was hosting our event.

This was not an alternative version of ‘The Wizard of Oz’ taking place on a beautiful autumnal evening but the start of a journey into another kind of wonderment. Traditionally in a bank at 5pm, cashiers would be tallying up their notes and coins and opening the vaults to secure the bank’s prized assets, but tonight the impressive building was revealing a different kind of treasure trove. It was the Rapport Innovation Expo 2019 and the Rapport representatives, resplendent in pink, provided a luminous route to the delights ahead.

Guests were eager to enter the high-tech lifts to discover what was waiting for them on the 13th floor and were given a warm and enthusiastic welcome by the radiant Rapport Ambassadors once the lift doors opened. Before their eyes lay a miscellany of creativity, delicacies, costumes, magicians and technology. But where should they begin their journey with so many of the displays demanding their attention?

A safe, soft and cushioned beginning was offered by Adriana’s marshmallow stand, highlighting the enormous creative depth across the whole room with a colourful and varied display of mouth-watering creatures and characters. Maybe we were off to see the Wizard of Oz after all? If it was an adventure you wanted then Antonia from the Broadgate team could offer you an incredible illustrated adventure book to flick through, tracing how things had evolved in that famous vast development near Liverpool Street station over the past few years.

Attendees were also invited to exercise their physical and mental agility in a variety of games and challenges set by the Rapport teams, based on the historical contexts of their locations. Nestled next to a replica Wells Fargo stagecoach was the team’s fiendishly difficult cultural quiz. If you knew where in the world it was impolite to show the soles of one’s feet or just how firm a handshake should be in the Far East, then this was the place for you. If you loved a board game then you could drop by the Accenture team who had prepared a challenge of adventures and escapades based on the Marvel universe, accompanied by bespoke personal game cards drawn and designed by team member Marius. Everyone from The Black Panther to the Hulk was present. ‘Outdoor’ sport was offered with a golfing challenge set by another team and many people released their inner ‘Tiger’ on the putting green.

As the sun set over a stunning London skyline and the distant Olympic park in the East, everyone was enticed by the aromas drifting across from the end of the room. From Indian specialities to Mexican Burritos or Japanese Sushi there was something for every taste bud. All washed down with fine wines or craft ales served with style and a smile by ‘Restaurant Associates’. Those wishing to ‘offset’ their guilty indulgences could take in an ‘Earth bowl’ with either a vegetable or salmon variety on offer. Pure nutritional goodness has never slipped down so easily and as all appetites were being satiated, a steady bass sound was increasing from the corner of the floor. John the DJ was warming up. It was 7pm and fashion show time!

The white floor was illuminated, the audience full of anticipation. Never before had this collection of individuals stepped on to a catwalk, let alone one surrounded by such a large and adoring audience. The DJ increased the tempo, the lights flashed, and a sea of smartphones were held aloft as the models positively burst on to the stage. They marched, strutted and glided as if nothing was going to stand in their way and were all adorned by some stunning designs. Putting on your office uniform had never been such fun. The applause and cheers were persistent as the models continued to give it their all and reveal the outfits of the five designers chosen for the event. Some of the audience couldn’t contain themselves, and yelled “Tomasso, Tomasso, let down your hair!” Tomasso duly obliged much to the delight of his admirers. The fervour was captured by the irrepressible Ines Weifenbach who, on completing her performance, insisted on a high-five as she disappeared backstage. There was huge pride and pleasure on the face of Rapport Managing Director Greg Mace.  Will he be tempted to brave the catwalk next year?  Hayley and Ruta, the fashion show organisers can be very persuasive!

As the frisson of excitement and energy came to its inevitable end and the Park Lane Champagne corks managed to contain themselves from popping amidst all the glamour, guests could cool down with a refreshing dessert or a Jude’s ice cream tub and take in some more of the attractions. Oliver B the magician worked the room effortlessly with his tricks, leaving people dazed and confused and if it all became too much there was ‘Optimal spine’ on hand to alleviate possible aches and pains caused by the evening’s exertions.

After a spectacular night the various spinning wheels of fortune gradually came to a halt across the stands and final raffle tickets were sold for ‘Action on Hearing Loss’, it was now time to say farewell to Rapport Innovation Expo 2019.

For any stragglers the girls from another city firm were literally riding some Rugby World Cup mascots and were ‘coming for to carry you home’ if the journey back from Canary Wharf was too daunting.

So, with many memories to savour on a night full of smiles and budding fashionistas, the bar is set suitably high for #RIE2020.

Rapport shortlisted for three major awards at the HR in Hospitality Awards for Excellence 2019

Rapport shortlisted for three major awards at the HR in Hospitality Awards for Excellence 2019 1481 939 admin

We are excited to have been shortlisted for three major awards at the HR in Hospitality awards.

The Association provides a forum for Human Resources professionals & other interested parties within the hospitality industry to come together network and share best practice.

This association facilitates members’ professional development through the provision of a programme of speakers & discussions and assists members newly appointed to the HR function.

Firstly, our L&D Team are up for the Excellence in Learning and Development Award. The award was focussed on building capability within the organisation and wanted to know in detail about a learning and development initiative within the last 12 to 24 months and to demonstrate how this had been embedded within the business.

The team will face stiff competition from other shortlisted companies including the Mandarin Oriental, The Dorchester Collection and The Grand Hotel Brighton.

Also shortlisted for Outstanding Leader of the Year is Monika Skrynska, our amazing Guest Services manager at Regent Street Management Direct, where she oversees a portfolio of a dozen high profile buildings. This is a truly special award to be nominated for; the shortlisted manager must embody excellent people management skills and be supported by their manager. Equally they need to celebrate their team’s successes widely and be a manager their people trust and will go that extra mile for. They can demonstrate their effectiveness through tangible results such as staff surveys, retention or other business measures.

Monika is shortlisted alongside senior managers from Park Plaza Hotels, Red Carnation Hotels, The Dorchester Hotel, and Park Plaza Hotels.

Finally, we have been recognised in the Excellence in Diversity & Inclusion category for the way we engage all our teams including our brilliant LGBT+ initiatives, focus on accessibility to enable a diverse workforce and demonstrating the education we have provided to our clients in this area. To win this award the judges are looking for evidence that an organisation is committed to a diverse and inclusive workforce and has taken measures to put some great processes in place to encourage this.

Huge congratulations to everyone and good luck at the ceremony to be hosted at the Mandarin Oriental Hotel later in September.

Rapport shortlisted for major HR Award at People Awards

Rapport shortlisted for major HR Award at People Awards 1600 1200 admin

We are excited to announce that Rapport has been shortlisted for the Rewards, Recognition and Benefits Award at this year’s People Awards, showcasing our amazing Wow! Awards recognition programme.

In the current difficult market and climate reward, recognition and benefits have to be a priority for any business wanting to recruit and retain the very best talent. As we continue to grow, we have to ensure we are innovating in these areas to positively impact and support the diverse workforce we require.

Any business within the hospitality industry can enter these awards across the 18 categories, which applauds and rewards the bravest and best talent initiatives in the UK hospitality industry.

This is the first year we have entered these awards so to have been shortlisted is incredibly exciting and the team look forward to the awards ceremony in October.

Our people team are immensely proud to be recognised by such brilliant awards and Natalie O’Dalaigh from our Learning & Development team said “We are honored to be shortlisted in this category, our focus is always recognising our Rapport Ambassadors and to be shortlisted against such well-known establishments is an achievement in itself.”

Rapport’s shortlisted category is sponsored by the Institute of Hospitality and sees Rapport in stellar company alongside industry heavyweights; The Dorchester Collection, and Soho House and Company.

Rapport shortlisted for three awards at The 2019 Catey Awards

Rapport shortlisted for three awards at The 2019 Catey Awards 1920 1080 admin

We’re excited to announce that we’ve been nominated for not one, but three categories at this year’s Foodservice Catey Awards. Considered the ‘Oscars’ of the Hospitality sector, these are the awards everyone wants to win.

Firstly, our team at Broadgate have been shortlisted for the prestigious Front of House Team of the Year.

This award is open to teams that work in front of house in all sectors of the contract and local authority industry, including event catering, leisure and reception services. With so much competition within guest services, it’s a tough category to be recognised in, and a fantastic achievement – we are incredibly proud of everyone involved.

The winning entry focuses on the last 12 months and will demonstrate a commitment to outstanding service, excellent communication skills and a relentless desire to deliver a service to clients and/or customers that goes ‘above and beyond’. This really is a great testament to everyone’s commitment to outstanding service at Rapport.

Rapport has also been shortlisted in the prestigious People and Training Award.

In an era of hospitality when recruitment, retention, training and development have never been more important, this award recognises the initiative, project or team that has demonstrated an innovative approach to their company’s most valuable asset: its people.

The third award is for Richard O’Keefe, who is shortlisted for General Manager of the Year and recognises his achievements at the contract he manages at a major professional services company following their move to a brand-new head office building.

The award will focus on the last 12 months and the recipient will clearly demonstrate innovation and financial performance alongside sound leadership and team development skills, as well as a commitment to going ‘above and beyond’, while delivering value and a first-class service to clients and customers.

Greg Mace, managing director of Rapport commented
“We are so excited to have been recognised in three separate categories for these nationally recognised awards. Huge good luck to our People Team, our amazing team at Broadgate and to Richard. Whatever the outcome they are all winners in our eyes for just making the shortlist, and we are proud to count them as colleagues”.

More than 60 industry judges met at the Genuine Dining Company site Spaces on London’s City Road to debate and draw up the list of high-achieving businesses and individuals. Winning a Catey is so significant because recipients are nominated, selected and rewarded by their peers.

Rapport annual Wow! Awards party celebrates 140 winners and 4,000 nominations

Rapport annual Wow! Awards party celebrates 140 winners and 4,000 nominations 2000 1012 admin

Each year Rapport celebrates our Wow! Award winners from the last 12 months. The party this year was held at the UK Head Quarters of one of our clients, with drinks and canapés served on the stunning living roof terrace, with views over the iconic City of London skyline.

Inspirational stories worth sharing

Greg Mace, Managing Director of Rapport welcomed everyone before recounting a few of the Wow! Award winning stories from the last couple of months and pointing out that all 140 from the past year were displayed on the walls of the room for everyone to see. Each one of them creating a memorable experience and inspiring other Rapport Ambassadors to achieve the same.

He then explained, “the purpose of this evening is to recognise and to celebrate with all of our Wow! Award winners and it is wonderful to see so many clients and managers here in support of them”.

4,000 Wow! Award nominations received

The creator and CEO of the Wow! Awards, Derek Williams, said during his speech that, “these awards are a perfect way of independently capturing and recording the way that Rapport Ambassadors delight their guests. Nominations can be made by anyone who has received outstanding service, including clients, guests or colleagues and are judged by the Wow! Awards team before an award is made.

On behalf of Rapport, Luke Josef Francois accepted a certificate and a bottle of champagne from Derek for the 4,000th Wow! Award nomination of a Rapport Ambassador.

Everyone wants outstanding service

Rapport client and Head of Client Services at Addleshaw Goddard, Ian Pigeon added his perspective by saying, “I’m often asked how to make teams better at providing customer service”. The first step is to be able to see what ‘better’ looks like, which means recognising it when it happens. The second step, is openly sharing these great stories. The third and final step is to say ‘thank you’ to the people doing the right thing when they do it. The big difference is that most companies do not do this and so Rapport is a notable exception”

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Making everyone feel special

We chatted to several of the Wow! Award winners including, Mady Digwara who summed up how they all felt by saying, “the fact that I’m here tonight shows that Rapport recognises what I do, which makes me feel great and part of a much larger and successful team. Not every business invests this much time in their employees and it’s an amazing way of showing appreciation for all our hard work. We all welcome a bit of attention and bringing everyone together like this makes us all feel really valued”.

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Paula Rogers, Kitija Lace, Paula McMinn and Greg Mace

Kitija Lace wins Corporate Receptionist of the Year 2019

Kitija Lace wins Corporate Receptionist of the Year 2019 1500 825 admin
Paula Rogers, Kitija Lace, Paula McMinn and Greg Mace

The inaugural Corporate Receptionist of The Year Award event took place on International Receptionists’ Day, Wednesday 8th May. This is the only award that recognises and celebrates the exceptional front of house receptionists working in the corporate sector.

In total there were ten shortlisted finalists who worked at a range of major law firms, professional services companies, banks, media and high-profile landmark city buildings.

The overall winner was Kitija Lace, who works for Rapport at Bank of America Merrill Lynch. She was delighted to receive the award and commented “This is amazing and a great honour but I couldn’t have done it without the support of my whole team”. Her manager Priscilla Richardson added “Kitija views the reception as a stage, and is always excited to excel on it, – she thoroughly deserved this award.”

The event was held at Nomura in central London, where guests enjoyed a fantastic champagne reception. Host for the evening, Greg Mace, Managing Director, Rapport and the driving force behind the award addressed the 150 strong audience.

“We were overwhelmed with the volume and high standard of applications for the inaugural Corporate Receptionist Year of the Award. The event was a great opportunity to celebrate the fantastic receptionists working in the corporate front of house sector and showcase the exciting and rewarding career opportunities available. I am so pleased to see corporate receptionists getting the recognition they deserve”, Greg added.

The event also celebrated the incredible professionalism of all ten finalists by shining a bright light on their critically important roles. Each was shortlisted after a rigorous two stage selection process by a judging panel of fifteen industry leaders, which included a demanding role play, a telephone assessment scenario and formal face-to-face interviews.

In addition to being crowned ‘Corporate Receptionist of the Year’, the winner has been given an all-expenses-paid opportunity to cross-train at up to three leading corporate offices of their choice in New York. They will also receive the opportunity to attend a two-day Leadership Development Programme, dinner at a Michelin starred restaurant and other prizes donated by the award’s partner sponsors.

To find out more about the awards please visit –

As 8th May is International Receptionists’ Day it was the perfect occasion for the inaugural award winners ceremony

Click on the photos to enlarge
Rapport is proud to announce that we have five of our exceptional team out of the ten shortlisted for Corporate Receptionist of the Year 2019

Five of our exceptional team are shortlisted for Corporate Receptionist of the Year 2019

Five of our exceptional team are shortlisted for Corporate Receptionist of the Year 2019 1268 990 admin

The inaugural Corporate Receptionist of The Year Award event takes place on International Receptionists’ Day, Wednesday 8th May. The only award that recognises and celebrates the exceptional front of house receptionists working in the corporate sector.

Greg Mace, Managing Director of Rapport says’ “I’m delighted and extremely proud of all of our finalists. They’re all amazing and I’m particularly pleased that we were so well represented”.

Karolina Bolc (finalist)
Mariana Chindris  (finalist)
Kitija Lace (finalist)
Francesca Readwin  (finalist)
Valentina Suma  (finalist)

Each was shortlisted after a rigorous two stage selection process by a judging panel of fifteen industry leaders.

Find out more about the awards –


Karolina Bolc
Deloitte, Rapport

I am originally from Poland and I moved to Scotland seven years ago. I started my career in the hospitality industry straight away in one of the best hotels in Edinburgh. As I have always enjoyed working with people I then decided to look for something different but still in customer service. I then started my journey in the corporate sector over 5 years ago as a hospitality assistant. Occasionally I was asked to cover the reception desk for holidays or sicknesses and that resulted in me being offered a full-time position as a corporate receptionist soon afterwards.

In my spare time I enjoy sightseeing and long walks, so I try to explore Scotland as much as I can or go away for short city breaks. I also love photography and drawing.

What has been the reaction at work to you being shortlisted in the top 10?

“My team and managers are as excited as I am. They have been very supportive since being shortlisted and gaining this recognition.”

How do you feel about this competition so far?

“I believe that it is a brilliant way to recognise and celebrate what we do best. It is a great experience and opportunity to showcase and share your skills and gives you motivation for the future.”

Tell us about your experience of the assessment day on the 29th April?

“It was a great experience overall, although I was a bit stressed! All of the judges were friendly and welcoming.”

Mariana Chindris
Société Générale, Rapport

Bonjour. My name is Mariana and I am from Romania. Rapport has become my family in January 2018. I started as a Guest Services Receptionist at Société Générale, a French Corporate Investment Bank with 4 sites across London.

When I moved to the UK, I spent the first four years working in hotels, before joining Rapport. I felt deeply connected to Rapport the moment I learnt about our company values, values that I believe in strongly. My transition from hotels to the corporate environment was fabulous and I have received many awards over the last year. I am passionate about unique guest experiences and my goals are to continue progressing and growing within Rapport.

I am working on self-improvement which is my hobby and I love nature and going out hiking when I have a chance. This is me!

What has been the reaction at work to you being shortlisted
in the top 10?

“The reaction was incredible as it was unexpected for us! We knew it was a strong competition, but I had all the support and encouragement from my management team and my colleagues. They were super thrilled that I was selected. They all said “you can do it!”

How do you feel about this competition so far?

“I strongly believe this competition is an amazing opportunity to recognise all the talented receptionists who put their heart into their job. It also allows us to evolve our career and to progress further.”

Tell us about your experience of the assessment day on the 29th April?

“CROTY was an amazing experience. I did not imagine I would be selected and here I am shortlisted in the final. It is a great opportunity to challenge myself and I am really proud I could represent my company.”

Kitija Lace
Bank of America Merrill Lynch, Rapport

I am originally from Latvia and moved to London 9 years ago now. I studied PR and Marketing but wasn’t too sure if that’s where my heart was. So, when I moved to London I got a job in the British Museum and worked my way up gaining experience as a pastry chef. My love for food grew massively and I stayed there for 3 years. I knew I wanted to work more with people, and was lucky enough to get an interview at Bank of America Merrill Lynch for a corporate receptionist role.

I have grown so much as a person because of this incredible job. Being able to create amazing relationships and friendships with clients, guests and colleagues has shown me that this is the right place for me.

In my free time, I’m very passionate about photography and writing, blogging and also event organising and, of course, food.

What has been the reaction at work to you being shortlisted in the top 10?

“So supportive and so many well-wishers. It is so amazing to be recognised like this. My client has been over the moon and is very happy.”

How do you feel about this competition so far?

“It is such a great chance to let the corporate receptionists shine. This was needed. And I’m sure it will go from strength to strength.”

Tell us about your experience of the assessment day on the 29th April?

“It was very challenging but so much fun too. The judges made me feel very comfortable and welcome. And I did love the experience. The role play scenario was also fun and I enjoyed the pressure and it was very much a case of ‘thinking outside the box’.”

Francesca Readwin
Addleshaw Goddard, Rapport

I live in Hertfordshire where I am lucky to be surrounded by lots of friends, family and the beautiful River Lea. From a young age I’ve been interested in film and theatre; fascinated with the art of storytelling. My first corporate reception role was in a total facilities management contract giving me the opportunity to progress within the industry and understand the support that is integral in keeping large businesses operational.

My passion lies in providing resilient, consistent and outstanding service. We should never underestimate the power and influence a great reception team has on a business. Who better to summarise than the genius Danny Meyer – ‘In the end, what’s most meaningful is creating positive, uplifting outcomes for human experiences and human relationships. Business, like life, is all about how you make people feel. It’s that simple, and it’s that hard’

What has been the reaction at work to you being shortlisted in the top 10?

“I have received support from everyone. My team see this as a chance to represent everything we work extremely hard for.”

How do you feel about this competition so far?

“Very positive, it feels good to be a part of something with industry leaders. It is a great opportunity to share ideas with passionate receptionists.”

Tell us about your experience of the assessment day on the 29th April?

“I think the structure works very well. The three parts of the process give you an opportunity to showcase your skills. The telephone scenario was very realistic and it was interesting how it’s harder to know how the client is feeling when not talking in person.”

Valentina Suma
Citi, Rapport

Born and raised in a sunny Sicilian town with the cool sea breeze and great Italian hospitality, growing up I have always been outgoing and enjoyed very much connecting with people and creating rapport. After 19 beautiful summers spent by the sea I bought a one-way ticket to Milan to complete my studies and then moved to romantic Lake Como where I lived and worked in tourism for 4 years.

Now living in London for over 7 years, I have worked in reception & guest relations for hotels until 2015 when I embarked on my journey in the corporate world with Rapport where I have mastered my corporate receptionist skills, providing an exceptional customer service which I am extremely passionate about. Outside work, I love eating out, discovering new restaurants but also cooking up a storm for my family and friends (and sharing it on Instagram!). I also love travelling as often as I can but mostly enjoying life with my little son Tristan.

What has been the reaction at work to you being shortlisted in the top 10?

“Everyone has been very supportive, colleagues and managers especially have sent words of encouragement which has made me want this even more, and I hope to make everyone proud!”

How do you feel about this competition so far?

“It is absolutely brilliant and so totally needed. Everyone thinks the corporate world is boring and with little room to wow… nothing could be more untrue! Thanks to CROTY, I hope this view will change and will motivate corporate receptionists everywhere to participate in the future.”

Tell us about your experience of the assessment day on the 29th April?

“Through and through a great experience! Slightly nervous at the beginning – as it should be – but the judges and everyone involved were great and put me at ease. I loved the interview questions.”