Quick facts
  • What we do:
    Reception and other guest services, both front and back of house services
  • Year established:
    2003
  • Website:
    http://www.rapport.eu.com
  • Contact
    • Rapport, 24 Martin Lane, London, London, EC4R 0DR

About Rapport Guest Services


What is it like to work for Rapport Guest Services

Leadership
Leadership
Rapport endeavours to keep as flat and non-hierarchical structure as possible. The Senior Managers stay close to the business by visiting each Rapport operation at least once a week. Those far removed sites (e.g. regional UK towns) are visited by the Regional Managers at least every two weeks. All senior management based in head office sign personalised birthday cards for all employees. Rapport’s Managing Director personally welcomes all employees attending their induction programme, Welcome Engage Impress. If he misses these, only 7 out of over 80 events in past 5 years, then he personally records a video message to welcome that group. As Rapport is a relatively small company, Greg Mace not only likes to spend time with employees but also regularly visits the core operations. He works hard at remembering employee names through hosting training programmes such as 'Direct with the Director', where he takes a group of front line employees to afternoon tea to learn from their ideas of how to improve the business (hosted every 6 weeks). Greg also attends all Rapport manager meetings (bi-monthly) and will frequently take time out to meet them on a one-to-one basis, whether that be at their site, head office or by taking them to another networking event (AICR) where he is a member and can bring a guest. Furthermore Greg is the biggest champion of the Social Media platform myrapport.me, posting regular updates to teams and encouraging the Senior Managers and their direct reports too.
Wellbeing
Wellbeing
All employees have access to an Employee Assistance Programme, which includes diverse employee services under "Your Mental Wellbeing", "Your Health", "Your Life", "Your Money", "Your Family", etc. There are topics relating to work life balance, how to assess and reduce alcohol consumption and additional LGBT support. Rapport also have a "Perks at Work" platform, which is orientated towards discounts and monetary benefits. However, it also includes a "Health & Wellness" store to guide employees towards better nutrition, exercise and general health. There are many discounts across all major retailers, including pharmacies, opticians and even the "Physio Room". The company has an incentive to encourage maximum work attendance, particularly reducing nonattendance due to minor 'sniffles'. Those with "Perfect Attendance" every six months are entered into a draw to win some excellent prizes. Rapport launched a classroom workshop called "Stress Management - Breathing Techniques" in Sept 2016. This is early in implementation, yet is an effective skills based workshop to help manage and ease stress. The workshop will be part of a two or three part series, with further courses on Mindfulness and Emotional Intelligence, all connected to managing stress. The trainer helps delegates become more mindful of their breathing and the reasons this is so important to reduce stress.
Fair Deal
Fair Deal
Rapport link three of their recognition platforms together to ensure employees are rewarded for exceptional customer services. Although these can be used in isolation, they are also one in the same way, allowing them to capture and reward employees discretionary efforts. The reward platform that has made the biggest difference to Rapport employees in the past 12 months is the addition of the WOW! Awards. Although the winning entries reward is very small (a bottle of personalised champagne, a certificate, a mention in the newsletter and the news shared on Rapport’s engagement platform myrapport.me), the power of this instant recognition tool has been outstanding. Every two months the company host a WOW! Awards celebration, inviting winners from across UK to attend. They also hosted their first WOW! Awards annual winners event. Approximately 30% of team members had nominated a colleague/team for an award and have attended a WOW! Award event. This has only been running for a little over 12 months, so Rapport continue plans to enhance and sustain the momentum this has built in levels of engagement.

Learn more about the 8 factors of workplace engagement here

Benefits:

  • Charity Activities
    Charity Activities

    At least 20% of staff are known to undertake charitable activities during business hours without incurring financial loss

  • Development
    Development

    Companies who provide support for non-work related training

  • Shares
    Shares

    Companies offering profit related pay to all employees

Company Statistics

  • Earning £35,000+:

    10%

  • Staff Turnover:

    15%

  • Male : Female:

    27% / 73%

  • Average Age:

    33

  • Staff:

    330

  • UK sites:

    68

Accreditation

Want to get on the list or be accredited?

Start your engagement journey today and find out what you need to do to earn a Best Companies accreditation or a place on the Best Companies lists.