Awards

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 – www.CROTY.co.uk

CROTY Award

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.”

Celebrating the achievements of our Rapport WOW! Award winners for the first quarter of 2019

A very special night for our 20 WOW! award winners

A very special night for our 20 WOW! award winners 1200 639 admin

At the top of one of the tallest skyscrapers in London’s Canary Wharf, we celebrated the achievements of our Rapport WOW! Award winners for the first quarter of 2019.

The winners were accompanied by their managers, clients with over seventy guests in attendance.

Managing Director of Rapport, Greg Mace invited each winner to the stage and recounted their amazing winning stories. Several gave me goose bumps with pride, as I listened to the reasons why they had been nominated by a guest or one of their colleagues.

The most inspirational stories from the evening will also be included in the second volume of our book, Inspire showcasing the most exceptional service by Rapport Ambassadors.

During a special presentation, Luke Jozef Francois and Andy Joseph, both working for a leading professional services company as Community Managers, were officially recognised for each receiving 50 WOW! Award nominations. Independent Adjudicator and Client Manager for The WOW! Awards*, Lisa Rouse presented them with a certificate and a personalised bottle of Champagne to celebrate their successes.

 

*The WOW! Awards are the UK’s only national awards that recognise excellent service based purely on guest and colleague nominations and is an independent organisation.

Andy Joseph (left) Luke Jozef Francois (right)
Andy Joseph (left) Luke Jozef Francois (right)
WOW Awards - Greg Mace
Click on the photos to enlarge
The Rapport Excellence Awards celebrating our brilliant Rapport Ambassadors

The Rapport Excellence Awards celebrating our brilliant Rapport Ambassadors

The Rapport Excellence Awards celebrating our brilliant Rapport Ambassadors 1600 871 admin

Wow! What a fantastic evening it was. Bigger, better and buzzier than ever before. It all kicked off with a high impact, sixty second film embodying ‘The Spirit of Rapport’. This set the high-octane pace for the next two hours and we were transported into another world, full of positivity and enthusiasm.

Between each of the nine awards, we were shown highlights from the last year celebrating lots of the new client wins and continued growth from Ireland, the US and Hong Kong. This is such a great way to celebrate our 7th birthday in style and to treat us to some exciting new announcements for 2019.

It was striking how all the different elements and initiatives from the last twelve months all came together. This superb event celebrates and rewards Rapport Ambassadors and reinforces the five core values that make our company so special. A new award was also introduced this year – the ‘Heart Award’ which goes to someone who always puts others first and is voted on by everyone in Rapport. The winning Rapport Ambassaddor was loudly cheered to the rafters when his name was read out.

Hosted by Greg Mace, Managing Director of Rapport

550 Rapport Ambassadors and clients filled the QE2 Conference Centre in London with countless people viewing the live streaming via Facebook including simultaneous parties in Edinburgh, Leeds, Birmingham and Dublin. Guest presenters included Dominic Blakemore, Group Chief Executive of Compass Group PLC who made a very personal speech about the way that Rapport Ambassadors make him feel before he handed out awards for Leadership to two of our shining stars. We also welcomed Compass Group UK and Ireland Managing Director, Chris Garside who entertained the audience with his observations about the power of a great welcome.

All expenses paid trips to New York for two nominees

Being a winner is fantastic on a night like this, however just being one of the shortlisted nominees is a real achievement too, given the high standard of entries. We were delighted when Harry Dorofee, Director of Operations at Rapport in the US, surprised the audience by drawing two shortlisted nominees’ names at random for an all-expenses paid trip to New York for a holiday and also to experience a number of Rapport locations in the Big Apple.

As our teams partied into the night, everyone agreed it had been the best event yet!!

Click on the photos to enlarge
New Corporate Receptionist of the Year Award Announced

New Corporate Receptionist of the Year Award Announced

New Corporate Receptionist of the Year Award Announced 1364 607 admin

Wow! What a fantastic evening it was. Bigger, better and buzzier than ever before. It all kicked off with a high impact, sixty second film embodying ‘The Spirit of Rapport’. This set the high-octane pace for the next two hours and we were transported into another world, full of positivity and enthusiasm.

As the driving force behind this award he explains that, “this award will enable us to shine a light on the brilliant receptionists working in the corporate front of house sector and showcase the exciting and rewarding career opportunities available.”

The competition is open to any receptionist working in a corporate organisation either directly or through a third-party service provider. The judging team are drawn from leading front of house outsourcing companies in the marketplace and a number of organisations where the service is in house, as well as representatives from the Award’s partner sponsors.

Shortlisted finalists are invited for interviews and role plays during April and the overall winner announced at a special event on Wednesday 8th May 2019 to coincide with International Receptionists’ Day.

Ian Pigeon, Head of Client Services at law firm Addleshaw Goddard LLP, commented “I am very happy to support and judge this award as I feel it is a long overdue way to provide recognition both externally in the customer service market place and also within the corporate environments that the nominees work.”

In addition to being crowned ‘Corporate Receptionist of the Year’, the winner will be given an all-expenses paid opportunity to cross-train at up to three leading corporate offices of their choice in New York or London.

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.

New Corporate Receptionist of the Year Award Announced
Greg Mace wins Senior Executive of the Year Award

Greg Mace wins Senior Executive of the Year Award

Greg Mace wins Senior Executive of the Year Award 1200 800 admin

Our founder and managing director, Greg Mace was honoured at the 2018 FSM awards hosted at the Royal Garden Hotel in London, by winning the Senior Executive of the Year Award. Launched in 2011, the annual FSM Awards recognise those outstanding individuals who have made a huge contribution to the hospitality industry.

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.

Greg commented:

“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.”

 

Read more: http://flickread.com/edition/html/5c10cab11e6b9#38

Greg Mace wins Senior Executive of the Year Award
Greg Mace wins Senior Executive of the Year Award
Greg Mace wins Senior Executive of the Year Award
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.”

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

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’. 1500 898 admin

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.

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.
Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.
Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.
National Telephonists’ Day was launched in 2014 by Rapport and ComXo

National Telephonists’ Day launched celebrating the role of professional telephone Operators.

National Telephonists’ Day launched celebrating the role of professional telephone Operators. 1532 504 admin

National Telephonists’ Day was launched in 2014 by Rapport and ComXo, to celebrate the role of professional telephone Operators.

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

Rapport holds its sixth annual 'Excellence Awards'

Rapport holds its sixth annual ‘Excellence Awards’

Rapport holds its sixth annual ‘Excellence Awards’ 800 593 admin

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

Pictured left to right; Greg Mace, MD, Rapport, Ines Weifenbach, Leadership Award Winner, Philip Dearden, Business Director, Rapport

Rapport holds its sixth annual 'Excellence Awards'

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.

Rapport holds its sixth annual 'Excellence Awards'