Leading guest services provider, Rapport, has launched in America following huge success in the UK. Launched in 2012, Rapport initially provided reception services to predominantly London clients, and the brand has now grown to now operate in many major cities across the UK.
Rapport emphasises the importance of great first impressions and prides itself on providing personal, intuitive service, with a real focus on anticipating guests' needs. The brand's ethos is based on creating rapport with clients and their guests from the outset, leaving them with the perfect impression every time. The business grew by over 35% last year and is continuing to flourish with a string of new contract wins and now a launch in the US.
Rapport in the US will help meet the demand of British clients requiring the same quality of service in their US offices, and also react to potential new clients that would benefit from Rapport’s support, The new company will sit within the FLIK Hospitality Group, also part of Compass Group. The UK Rapport and FLIK teams have been working closely together for several months to build the Rapport brand, with the aim of replicating the high quality of reception services, brand integrity and success for clients in the US.
The official launch was held at the Time Warner Center overlooking Central Park in New York, with many new and potential clients attending to learn more about the brand and engage with the UK and US teams to understand how Rapport could add value to their businesses. Aimed primarily at the business and industry sector, Rapport's fully managed offer includes reception, concierge, meeting room management and switchboard services.
Greg Mace, Managing Director, Rapport said: “We are delighted to support the launch of Rapport in the US, which is testament to the outstanding brand and reputation we have created here in the UK.
Many of our clients have been so delighted with the service we have provided in the UK they were requesting our support in their US operations. For clients we’re already working with, this will mean we can create synergies for their colleagues and clients.
Rapport is such a special company to be a part of and I am exceptionally proud of what we have achieved in our three and a half years since launch. Now I look forward to supporting our colleagues in the US, to develop and grow Rapport even further.”
Rapport is an award winning organisation having been recognised as an employer of choice, achieving a prestigious two star rating from Best Companies and the accolade of being one of the Top 30 Best Places to Work in Hospitality.
For more information about Rapport USA visit: www.rapport.co.com.
This year Rapport is a finalist for two WOW! Awards; The Leadership Award and Putting Customers First Award.
What is The WOW! Awards?
The WOW! Awards are the UK's only national awards that recognise excellent guest service based purely on guest, client and colleague nominations. Nominations are made online via a dedicated website, which makes it quick and easy to give instant feedback. It is all about catching our people doing things right and is an effective and a proven way to improve employee engagement.
When speaking about the WOW! Awards, Derek Williams the CEO said: “Over the last year we have been rating thousands of nominations from many customers around the world, telling us how great the service is they have experienced. We have now selected the best of the best customer nominations and placed them into 15 categories for this years finals.”
Natalie O’Dalaigh, Rapport’s Training & Engagement Manager commented:
“We are thrilled that Rapport has been shortlisted for two prestigious annual awards by The WOW! Awards: ‘Leadership’ and ‘Putting Customers First’. The WOW! Awards has been a fantastic opportunity for us to capture the wonderful feedback from our guests and clients highlighting the personalised and intuitive service our teams deliver every day.”
On 13th May 2015, Rapport celebrated National Receptionists’ Day, an exciting annual event which was first launched in 1991 in the US to celebrate the role of professional receptionists. Rapport is proud to be the lead sponsor of the day in the UK.
The day kicked off with our Head Office team hosting a breakfast event at Tower 42 for the co-sponsors of the day, followed by raising the National Receptionists’ Day flag. Rapport’s Head Office team then headed off to take part in our ‘Back to the Front’ initiative which involves spending time in our business with our Receptionists and providing assistance with greeting guests, checking the set up of meeting rooms and handling telephone calls. We were very impressed with the National Receptionist’s Day initiatives in place at each site which included quizzes and competitions as well as a plenty of treats!
Each of the Rapport Receptionists across the UK were given a gift box and Rapport also ran a series of competitions via the dedicated website, www.nationalreceptionistsday.com and all of the winners were presented with some fantastic prizes.
The day finished with an evening event organised by Rapport’s Together Forum, which gave the teams the opportunity to network and socialise with colleagues over a few drinks and canapés. Rapport organised a number of innovative games and quizzes throughout the evening which were enjoyed by all.
Feedback from our teams was that National Receptionists' Day was an extremely fun and engaging event which not only made them feel special, but also proud of their chosen career within guest services.
Rapport are proud supporters of London and Bristol-based charity Kids Company, and we help in whatever way we can to support the 36,000 vulnerable inner city children the charity helps each year.
Following the successful Circus Workshop Rapport held in partnership with Kids Company last year, which was enjoyed by both the children and Rapport Ambassadors who took part, we decided to organise a new and exciting event at Tower 42, which is a prestigious Rapport contract situated in the City of London.
After considerable planning, meetings and finalising preparations between Kids Company and Rapport’s representatives, we welcomed fifteen children to the iconic Tower 42 on 15th May 2015. The children aged between 8 - 9 years arrived for a showround of Vertigo42, the Champagne Bar situated on the 42nd floor of Tower 42 with breathtaking 360 degree views of the City. It was a clear and sunny day and the children were able to identify all the famous London landmarks including St Paul’s Cathedral, Tower Bridge and The Shard.
Following the visit to Vertigo42, the children were escorted to the Marketing Suite on the 21st floor of the skyscraper, where they took take part in a fun quiz about their visit to the Tower and winners were presented with a Tower 42 Teddy Bear. Afterwards, the children were split into teams and tasked with making a tower built out of spaghetti and marshmallows!
The children were very competitive with the quiz and the “build a tower” competition and really embraced the activities on the day. Many of the children expressed how much they enjoyed the day and that they loved Tower 42 so much that they would like to work here in the future!
When it was time to say farewell to the children, each of them was given a goodie bag on departure with some gifts to remember their experience at Tower 42.
All of the Rapport team involved in the day found the event to be an incredibly rewarding experience. It was fantastic to have the opportunity to help build a positive relationship between Rapport, Tower42 and the Kids Company and, most importantly, to provide the children with a vision and inspiration for their future careers.
Rapport and Frasers have been recognised at the 2015 Transform Awards Europe for their excellence in branding and strategic development. The awards, held on Tuesday 21 April, set a stronger benchmark each year and also reflect the growing use of excellent branding in business-to-business communications.
The brand is the most valuable asset that any company owns and the way it is positioned and the creativity used in the implementation can make a big difference to the speed of growth of that company. Especially for service-based ones that often struggle to overcome the intangibility of their services and motivating their people to deliver on their brand promises. Rapport Guest Services is a shining example of how, with our on-going help and in three short years, a new brand can make such a significant impact in its market.
The judging panel said, "We like the way this brand has been developed, you can really see how it adds value to the organisation. Great sales results."
Brittany Golob, editor of Transform magazine, says, "The winners are those that truly understand the need for a sustainable, viable and strategic brand. They share a commitment to creating the best brand for a company’s stakeholders. The Transform Awards is proud to benchmark excellence in rebranding, brand development and brand strategy."
Hosted by Gyles Brandreth, the Transform Awards has been running for the past six years in Europe to support Transform magazine, a global publications on brand development.
Rapport has been recognised as an employer of choice having achieved a prestigious two star rating from Best Companies and the accolade of being one of the Top 30 Best Places to Work in Hospitality, gaining 13th position in the listing. These latest achievements follow a hugely successful year for Rapport. The business grew by 35% last year and is continuing to flourish with a string of new contract wins in 2015 and more in the pipeline.
The two star recognition from Best Companies is highly sought after and has been achieved following a comprehensive survey which looks at satisfaction and engagement, including factors such as personal growth, management, opportunities and wellbeing. For the second year running, Rapport has also been recognised as one of the Top 30 Best Places to Work in Hospitality, achieving 13th position and moving up eight places from its 2014 ranking of 21st. Fiercely fought, this ranking demonstrates Rapport's absolute dedication to ensuring its team members - known as ambassadors - are motivated, engaged and inspired and really understand the value they bring to Rapport and the crucial role they play in the company's success.
Rapport's annual Service Excellence Awards is a perfect example of how this rapidly growing business recognises the achievements of its ambassadors. Activities such as National Telephonists' Day and National Receptionists' Day also play a central role in engaging ambassadors, while also showcasing the fantastic work that telephonists and receptionists do each and every day; work that can otherwise go unnoticed but is pivotal to the delivery of a first class guest experience.
Greg Mace, Managing Director, Rapport said: "Celebrating our amazing Rapport ambassadors is really important to us. We work hard to ensure our people are engaged in the business and live and breathe our core values, so it's fantastic to have achieved both a Best Companies two star accreditation and a great position in the Top 30 Best Places to Work in Hospitality index."
"At the heart of Rapport is our truly exceptional people who go the extra mile to deliver brilliant services to our guests. Our ambassadors feel proud to be part of our outstanding team and I believe this is what sets us apart and makes Rapport such a successful business."
Once again Rapport is teaming with ComXo, the professional service sector switchboard specialist, to celebrate the work done by professional telephonists on National Telephonists' Day - Tuesday 10 March 2015.
Rapport and ComXo are calling on organisations and individuals to engage with their employees and colleagues, taking the opportunity to recognise the work of telephonists and shining a light on these team members who often go unnoticed. This year's celebration will be the second National Telephonist Day and the event marks the anniversary of the first ever telephone call made by Alexander Graham Bell in 1876.
To celebrate the initiative, Rapport and ComXo are planning a range of activities, ranging from competitions to submit a tongue twister, a phone caption competition on Facebook, prize-givings to reward Ambassadors, plus many more team celebrations. Greg Mace, Managing Director of Rapport will be heading back to work 'on the floor' for the day at some of Rapport's prestigious client offices in London whilst Andrew Try, Managing Director of ComXo will be visiting client sites and supporting the night teams at the ComXo offices.
Greg Mace, Managing Director of Rapport added: "We are really looking forward to the second National Telephonists' Day, enabling us to once again celebrate the great work our call services teams do and helping to raise their profile within our operations. Our inaugural National Telephonists' Day in 2014 was a fantastic success and we were delighted that so many people took part."
"As well as engaging our call services teams, we hope the event will help them to build an even closer rapport with their colleagues in our Reception and Front of House teams. This helps us provide a seamless service for our clients and their guests. I am looking forward to recognising our team members who are perhaps not as visible as our front line receptionists but are an equally important part of the Rapport family and are critical to our continued success."
Andrew Try, Managing Director of ComXo commented: "Last year's National Telephonists' Day was a tremendous success, with not only the ComXo team taking the initiative to heart, but also our clients embracing it. The event was a real celebration of the exceptional talent within our teams and as we'd hoped, a prime opportunity for us to show our appreciation for the complexity of what they do day in, day out. Taking National Telephonists' Day into its second year is very exciting and proves that our clients, like us, recognise the vitally important role that telephonists play."
Rapport celebrated its third birthday by recognising everything the business has achieved and the people that have made it happen, at their 2015 Service Excellence Awards.
The ceremony took place on Monday 2 February with the awards reflecting Rapport's core values of Innovative Spirit, Create Rapport, Walk Tall, Be Brilliant, and Stronger Together. A best newcomer and an individual that has made an outstanding contribution were also recognised. Rapport was celebrating a record year, having won a string of new contracts and growing the business by 35%. The organisation is also looking ahead to an exciting 2015 with a strong pipeline and expansion plan. Rapport has also been awarded a Two Star accreditation by Best Companies.
The event recognised 16 winners across nine categories with Dennis Hogan, Managing Director, Compass Group UK & Ireland; Professor Andrew Lockwood, Professor, Associate Dean Forte Professor, the School of Hospitality and Tourism Management, University of Surrey; Michael West, Executive General Manager, The Social Company; Derek Williams, CEO, The WOW! Awards – all supporting the event by presenting awards. David Taylor, General Manager at The London EDITION was the guest speaker at the event.
Greg Mace, Managing Director of Rapport said: "The Rapport Service Excellence Awards perfectly represents the ethos that runs through our business. Rapport is such a special company to be a part of. I am exceptionally proud of what we have achieved in just three years and equally proud of our Ambassadors who have made Rapport the leading business that it is today. I would like to congratulate all of this year’s winners and those that were shortlisted; what they have achieved is tremendous and will no doubt serve as inspiration to everyone in Rapport as we move forward into another very exciting year."
You don't get a second chance to make a first impression, the old adage goes.
In January, Andrew Try, Managing Director of switchboard services provider ComXo, spoke to Managing Partner magazine about how, after a company's website, the telephone is often the first contact a client has with a firm.
In the article Try says that when clients get to the stage where they enter the firm's building, it is companies like Rapport that take over - making every individual that enters the firm feel special at each point of their journey.
In the article Greg Mace, Managing Director of Rapport, commented: "It's about remembering how guests like their coffee or that they like Diet Coke, providing them with the wifi code before they have to ask for it and asking themselves 'what can we do to delight our guests?'". This, says Greg, is not just "five-star service but intuitive and personal service - the next level up".
To read the full article, click HERE.
For the third consecutive year Rapport supported London and Bristol-based charity Kids Company with a range of festive activities and hand-packed over 2,500 food hampers that will reach 7,500 people during the festive period.
The food hampers were provided by Restaurant Associates, Rapport’s sister company, and included essential items such as biscuits, yoghurts, fruit, vegetables, fruit juices, milk, pasta, rice, noodles, sauces, tea, sugar and dessert pots.
Greg Mace, Managing Director of Rapport said: "We are proud to support Kids Company hand packing over 2,500 Christmas hampers. Our Rapport 'Giving Something Back' programme is really important to all of us and events like this are a great way for our team to come together, do something really worthwhile and have some fun at the same time. We know what a difference our efforts will make to these children's Christmas".
Camila Batmanghelidjgh, founder and CEO of Kids Company added: "When you are left alone on Christmas Day, the most painful shame takes over. No family or friend to turn to on a day when everyone is gathered together. It is for the children, young people and traumatised carers who are terrified of Christmas that we open on Christmas Day at Kids Company. It's a joyful, mad, ramshackle day enriched by the generosity of complete strangers and the hospitality of companies such as Rapport who help us so that no one goes hungry. On the 25th of December we bring together those who have needs and those who can meet them in one big celebration".
The continued support of Kids Company forms a big part of Rapport’s corporate responsibility strategy, which aims to make a real difference to the local community.
Kids Company provides practical, emotional and educational support to vulnerable inner-city children. Its services reach over 36,000 children across London and Bristol, including 18,000 of the most deprived and at risk whose parents are unable to care for them due to their own practical and emotional challenges.
On Thursday 27th November, Compass Group's annual 'Be a Star' Awards were held at the iconic Science Museum in London. Guests enjoyed some fabulous food and drink before Dennis Hogan, Compass Group UK and I Managing Director, and Fiona Ryland, HR Director, took to the stage to announce the winners of this year’s awards.
With 60,000 Compass employees in the UK and literally hundreds of ‘Be a Star’ nominations throughout the past year, we are delighted to announce that four members of the Rapport team were successful in winning these prestigious awards.
Arif Patel (pictured below with Dennis Hogan and Fiona Ryland) from Citi Bank was the overall 'Be a Star' winner for the 'HSE' award. Arif won his award after saving the life of a guest visiting Citi by administering first aid resuscitation. We are very proud to have Arif as part of the Rapport team and congratulate him on winning this well-deserved award.
Other winners on the evening included Breege Hayden from Citi who was shortlisted to the final four for the 'Can-do' award, Lucy Smith from Deloitte who was shortlisted to the final four for the 'HSE' award and Katie Buckley from KPMG who was runner-up for the 'Passion' award.
On Tuesday 18th November our Rapport Graduation Event was held in the iconic surroundings of Tower 42, where we celebrated the achievements of our team members who successfully completed their talent development programmes.
Greg Mace, Managing Director of Rapport, welcomed everyone to the event. This was followed by Gary Acheson, HR and Learning and Development Manager, who gave an inspirational speech on being a 'People Person' and an introduction to the various talent programmes available to our Rapport Ambassadors.
We were also delighted that Dennis Hogan, Managing Director for Compass Group UK and Ireland, could join us to present the awards to all of our graduates at this prestigious occasion.
A total of thirteen of our Ambassadors successfully graduated from our talent programmes; Supervisor Passport, Accelerate, Evolve and MAP 1 Talent Mapping which adopt a blended learning approach, including work related projects, coaching, workshops and e-learning.
We were very proud to celebrate the fantastic achievements of each graduate, who were awarded with their certificate and a bottle of champagne whilst we toasted their success overlooking London's stunning evening skyline.
Greg Mace, Managing Director said "The Rapport Graduation Event is a wonderful opportunity for us to recognise the hard work and commitment of our graduates and celebrate their remarkable achievements. Also invited to attend are those Rapport Ambassadors embarking on the talent programmes as it is a chance for them to network with their colleagues which included some of our graduates from previous years who we were delighted were also able to join us".
We're proud supporters of London and Bristol-based charity Kids Company; helping in whatever way we can to support the 36,000 vulnerable inner city children the charity helps every year.
When we were asked to support Kids Company at one of their regular workshops at Southwold Primary School in Clapton, we jumped at the chance!
The workshop was titled 'Circus Skills' and was run by a professional circus performer and the workshop was educational but in a fun and interactive way. The Rapport volunteers were on hand to facilitate each of the group activities, which taught the children about things such as gravity and balance using juggling balls, spinning plates and ribbons.
Kids Company's Volunteer Coordinator Dilara Gurpinar, said: "I want to say a huge thank you to the Rapport team for coming and supporting the circus skills workshop! You were one of the best bunch of volunteers we've had and this was demonstrated by how much the children loved being with you!"
Greg Mace, Managing Director of Rapport, added: "It was a pleasure to support the recent Circus Workshop held by Kids Company as part of our Rapport 'Giving Something Back' initiative. It’s great to see that our Rapport Ambassadors can make a difference in these children's lives and I’d encourage anyone to volunteer if they can. Our team are already looking forward to the next charitable activity which involves packing 2,500 Christmas hampers and wrapping thousands of gifts so we can give these children a Christmas to remember".
Rapport is celebrating after its team based at London's iconic Tower 42 won Front of House Team of the Year at the 2014 Foodservice Catey Awards on 10th October. This is the second year running that Rapport has won this award, with last year's Front of House Team of the Year award going to the Rapport team based at KPMG.
The Foodservice Cateys, which the Caterer and Hotelkeeper launched last year, are designed to celebrate hospitality businesses across the UK and recognise and reward those individuals and teams that work tirelessly to make sure their business delivers an exceptional service day in, day out.
Greg Mace, Managing Director of Rapport commented: "We are all delighted that Rapport has won the prestigious Front of House Team of the Year award at this year's Foodservice Cateys and we were proud to showcase our brilliant team at Tower 42. To win two years in a row is amazing recognition and shows that there is real consistency in the way our Rapport Ambassadors 'welcome, engage and impress' our guests that visit all of our clients' premises. Congratulations to everyone involved."
The Foodservice Catey Awards dinner took place on Friday 10th October at the Park Plaza Westminster Bridge in London.
As part of our focus on providing brilliant guest services, we were proud to support National Customer Service Week 2014 which ran from the 6th to the 10th October 2014.
We challenged our teams to bring this very worthwhile initiative to life in their own unique way and they amazed us with some brilliant and innovative ways of engaging with not only our own teams, but our clients and their guests.
At the end of the week, we handed out 'appreciation certificates' to our colleagues in different Rapport operations and the overall winners of the Rapport NCSW Initiatives were awarded.
Some of the ideas included giving out NCSW treats for witnessing brilliant service and teams updated their screensavers to be customer service focused.
Finally we would like to share this brilliant poem penned by one of our team to celebrate NCSW.
'Be careful what you wish for' - A poem for NCSW by Markus Seinsche
Do Guests and Callers really matter?
Without them, surely, life would be better
Their presence is constant, their voices don't stop
Our nerves are in pieces, we are all over the shop
They visit and phone us, they tweet and they text
We just can't believe what they want from us next
If only they vanished and left us alone
Our jobs would be lovely, in a guest free zone
Our wishes were granted by magical powers
And one day they're gone, in a matter of hours
The lobby was empty, the switchboard was still
No guests and no callers, we felt such a thrill.
At first we enjoyed it, the peace and the space
But what was the point? We felt out of place
What was our purpose, with no fun and laughter?
Please bring them all back, we’ll be happier hereafter
The nightmare is over, the guests have returned
We had time to think and lessons were learned
The lobby is buzzing, the switchboard on fire
We are scoring 100, next time we aim higher
It's great to be busy, to serve and impress
Together we're stronger and share the success
Rapport and the clients feel proud and unique
Today and forever and for National Customer Service Week
What an achievement! Rapport has been recognised by The Caterer magazine as one of the Top 30 Best Places to Work in Hospitality.
Overall, Rapport was ranked at number 21, beating hundreds of other entries from a range of sectors, including all of our main competitors and placing us alongside iconic names such as The Dorchester Collection.
One of the things that make these awards special and unique is that they are judged based on our own employees' opinions, gathered via a detailed yet simple to complete employment engagement survey.
Greg Mace, Managing Director of Rapport said; "I'm thrilled that Rapport has been ranked at number 21 in the Caterer Magazine's annual Top 30 Best Places to Work in Hospitality awards. What makes this ranking so special is that it was won purely based on the opinions and satisfaction of our brilliant employees. I'd like to congratulate everyone in Rapport on this achievement and particularly thank them for all their hard work and input into making Rapport a brilliant place to work".
For the second year running (excuse the pun!), Rapport took part in the annual JP Morgan Corporate Challenge.
The event saw over 80 runners from Rapport and Restaurant Associates turn out for the run where the challenge was to either walk or run the 5.6km course in London's Battersea Park in support of Water Aid.
For the second year in a row, Rogier van Veldhuizen was the first male Rapport employee to cross the finishing line with Nathelie Stevens the first lady to cross the finishing line, for the second year also.
Following the run, the team enjoyed a few well deserved refreshments, a barbecue and a chance to compare times!
Bring on next year!
Rapport is celebrating after its team based at London's iconic Tower 42 was shortlisted for the Front of House Team of the Year award at the 2014 Foodservice Catey Awards. This is the second year that Rapport has been shortlisted for this award, with last year's Front of House Team of the Year award going to the Rapport team based at KPMG.
The Foodservice Cateys, which the Caterer and Hotelkeeper launched last year, are designed to celebrate foodservice employees across the UK and recognise and reward those individuals and teams that work tirelessly to make sure their business delivers an exceptional service day in, day out.
Greg Mace, Managing Director of Rapport said: "To be nominated for Front of House Team of the Year two years running is a massive achievement and one I'm really proud of. It shows that there is real consistency in the way we 'welcome, engage and impress' our guests that visit our clients' premises. I would like to congratulate and thank the Rapport team based at Tower 42 for all of their continued hard work".
The winners will be announced at the Foodservice Catey Awards dinner, which will be held on Friday 10 October at the Park Plaza Westminster Bridge in London.
Rapport, Compass Group UK & Ireland's guest services business, is championing National Receptionists' Day, which will take place on Wednesday 14 May this year.
First launched in 1991 in the US, National Receptionists' Day is growing bigger each year and is now celebrated on the second Wednesday in May by companies around the world. As the lead sponsor of National Receptionists' Day in the UK, Rapport is helping its founders raise awareness of this special day to a wider audience across both the hotel and corporate worlds whilst celebrating the role of its own professional receptionists.
As well as helping develop the dedicated website - www.nationalreceptionistsday.com - Rapport is planning a range of activities to celebrate its receptionists, from competitions to celebratory cakes. Managers at Rapport are also embracing the 'back to the front' initiative and will be working as receptionists for the day alongside their teams. The day will culminate with an evening event where teams can come together, celebrate and share their stories about the day.
In line with the Rapport value of "Walking Tall", the aims of National Receptionists' Day are to foster recognition of the importance of the receptionist's role, to promote pride and professionalism amongst receptionists for the important role that they play within an organisation, and to give receptionists an opportunity to share stories and link up with other colleagues.
Greg Mace, Managing Director of Rapport said: "Our receptionists are usually our guests' first point of contact with our clients' organisations and we appreciate how hard they work to ensure that they make a brilliant first impression. Supporting National Receptionists' Day is an opportunity for us to celebrate the great work they do and to raise their profile within our operations. We hope that every single receptionist who takes part will feel proud about the important job they do."
In addition to Rapport, a number of other leading organisations are also supporting the day through sponsorship and their details can be found on the website.
Rapport, Compass Group UK & Ireland's guest services business, has had an exceptional start to the year having secured four new contracts worth a total of £6.5 million. These new wins see Rapport providing best in class front of house services to a range of prestigious organisations including a global law firm, two leading professional services firms and a major international investment bank. These new contracts span thirteen different locations in total, including an expansion for Rapport into regional client locations outside of London.
These latest wins follow a hugely successful 2013 for Rapport; the business grew by more than 20 per cent and Rapport successfully won six new contracts across London, predominantly in the City and Canary Wharf. The strength of Rapport as an organisation and the importance it places on developing its people has also been recognised. The business was recently accredited with one star from Best Companies and has also been recognised as one of the Top 30 Best Places to Work in Hospitality.
Greg Mace, Managing Director of Rapport said: "We have created a fantastic business in Rapport. At its core is our passion for employee engagement and development; this has enabled us to build a compelling proposition and drive our business forward. We are delighted to have the opportunity to create the best first and last impressions with our clients and these new business wins are testament to the outstanding service our teams provide. I'm immensely proud of what we've achieved to date and really excited about the year ahead."
Rapport, Compass Group UK & Ireland's guest services business, is launching National Telephonists' Day in collaboration with switchboard support specialist ComXo on 10 March 2014. The event, which is an industry first, has been set up to recognise the work done by professional telephonists and marks the anniversary of the very first telephone call made by Alexander Graham Bell in 1876.
In advance of the event, Rapport and ComXo are calling on the corporate and hotel industries to take part and actively celebrate their professional switchboard operators, engage with their employees, take the opportunity to acknowledge their work and shine the spotlight on team members who otherwise might often go unnoticed. Together, they plan to ensure that National Telephonists' Day becomes an annual event in the calendar.
Leading the way, Rapport and ComXo have planned a range of events to celebrate their telephonists at each of their switchboard operations, from competitions and prize-givings to special team lunches. Managing Director of Rapport, Greg Mace, and Andrew Try, Managing Director of ComXo, are heading back to work on the front line for the day at one of their prestigious client sites in London.
Rapport and ComXo have also launched a dedicated website - www.nationaltelephonistsday.com - to encourage both organisations and individuals to participate in online and telephony activities. Telephonists across the UK are being invited to interact by posting photos and sharing amusing stories, as well as phoning in with their favourite tongue-twister. Winners will be decided in an online vote.
Greg Mace, Managing Director of Rapport, said: "Our telephonists are often our guests' first point of contact with our clients' organisations and we appreciate how hard they work to ensure that they make a brilliant first impression. Launching National Telephonists' Day was a chance for us to celebrate the great work they do and to raise their profile within our operations. We hope that every single telephonist who takes part will feel proud about the important job they do and embody one of our core values: to walk that little bit taller at the end of the day."
Andrew Try, Managing Director of ComXo commented: "Telephonists are the unsung brand guardians for thousands of businesses up and down the country. Our professional service sector customers use us because they know that their brands first impression is often a defining moment of a new business relationship that must reflect exceptional service and trust."
"For both our customers and our telephonists, this moment of truth occurs hundreds of times a day and yet goes unrecognised. National Telephonists' Day is a chance for us to bring the uniquely challenging nature of the professional telephonists' skills and responsibilities to the fore and celebrate it."
Rapport, Compass Group UK & Ireland's guest services business, shone at the inaugural Foodservice Cateys, winning the Front of House Team of the Year Award for the best in class services it provides to KPMG guests at their two London offices in Canary Wharf and the City.
The Foodservice Cateys took place at the Park Plaza, Westminster Bridge on Friday 11 October, gathering together senior industry decision-makers to celebrate the strength and diversity of the foodservice industry and the amazing skill and talent that it has to offer.
Greg Mace, Managing Director of Rapport commented; "This is an amazing recognition of our brilliant team who 'Welcome, Engage & Impress' our guests visiting KPMG. Rapport prides itself on the personal and intuitive service we provide for all our clients and I am delighted at the recognition our team have received in winning this prestigious Catey Award".
Matt Dunk, Workplace Services Manager at KPMG commented: "This award is testament to the close working relationship we have developed with Rapport and the effort put in over the last three years to deliver exceptional customer service. It shows the importance that we, as a professional services firm, place on providing our guests with the best possible experience and just how much first impressions count. Congratulations to everyone at Rapport, this award is well deserved."
On the night, Compass was a finalist in the CSR Award and Compass' Executive Chef, Nick Vadis, was shortlisted for the Chef of the Year Award. Emma Dendy and Mark Stonham from Compass' executive dining business Restaurant Associates were also award finalists with Emma shortlisted for the Catering Manager of the Year Award and Mark shortlisted for the Regional Manager of the Year Award.
Rapport is thrilled that our team at KPMG has been shortlisted in the prestigious Catey Awards 2013 in the 'Front of House Team of the Year' category.
The Cateys, are a UK award ceremony for the hospitality industry, first held in 1984. They have been described as the hospitality industry's equivalent of the Oscars. Recipients are nominated, selected and awarded by the industry through Caterer and Hotelkeeper magazine.
Our brilliant team of Rapport Ambassadors consistently deliver a remarkable service to our guests every day.
Greg Mace, Managing Director of Rapport commented; "This is an amazing recognition of our brilliant team who 'Welcome, Engage & Impress' our guests visiting KPMG. I am delighted at the recognition our team have received in being shortlisted for this Foodservice Catey Award".
Rapport, Compass' guest services brand, has won a new three year contract with Tower 42 worth £750,000. Under the new contract, Rapport is providing Tower 42's 2,500-strong population and 900 daily visitors with ground floor reception and concierge services. The services will be delivered across two sites, at the iconic Tower 42 and the adjacent building at 30 Old Broad Street.
Tower 42 is a landmark building set in the heart of the City of London, offering high-end office space spread over 42 floors. It prides itself on delivering a high quality environment and an outstanding range of services, akin to those found in a five star hotel. Rapport's sister company Restaurant Associates has a strong relationship with Tower 42 spanning 10 years, during which it achieved a Michelin star for its restaurant operation on the 24th floor in conjunction with Gary Rhodes. Last week Restaurant Associates announced the launch of a new 12-week pop up restaurant - AD12 at T42 - with Michelin starred chef Anthony Demetre from 1 October at Tower 42.
Greg Mace, Managing Director of Rapport, commented on the new contract: "This an extremely exciting time for both Rapport and Restaurant Associates at Tower 42. We are delighted to bring our personal and intuitive service to Tower 42, creating great first and lasting impressions. We look forward to implementing a seamless service at the main reception desk for all who pass through this iconic London building."
Barry Rushmer, General Manager of Tower 42 said: "We are delighted to announce that we have appointed Rapport to deliver our guest services. Key to this decision is its impeccable service quality, dedication to continual improvement through innovation and team engagement and development solutions, which are all impressive strengths."
Rapport is proud to count renowned concierge Terry Burns as part of their team at Tower 42. Together they will continue to develop their offer for the building, which will be complemented by ongoing collaboration with Compass' hospitality business Keith Prowse.
Rapport has been busy this month celebrating a string of contract wins, talented colleagues and its first birthday!
Among its recent contract wins, worth over £2.5m, are a two year deal to provide reception services on the ground floor of a major bank's Canary Wharf office, a 5 year deal for the Switchboard Services for a business information company and a 3 year contract to provide all the reception and meeting room management services at a financial services company in the City.
In addition to this fantastic news, Monday 18 February saw Rapport welcome colleagues and clients to Credit Suisse in Canary Wharf for an evening of celebrations and awards at its first birthday party.
The inaugural Rapport Service Excellence Awards celebrated the cream of Rapport's crop, with categories aligned to the brand's values; Walk Tall, Innovative Spirit, Be Brilliant, Stronger Together, and Create Rapport, as well as prizes for Best Newcomer, Leadership and Best Client Feedback. Each of the winners was presented with a silver Rapport pin, commemorative trophy and a certificate of their achievement.
Greg Mace, managing director of Rapport said; "Over the past year we've developed a strong client base and Rapport continues to go from strength to strength. Our talented people are at the heart of this success, and our birthday celebration was all about recognising and rewarding them".
"We are honoured and delighted to have been awarded a number of new contracts recently and we are very excited to create first and lasting impressions with these clients and their guests. Our job is to adapt and make our service personal and intuitive - five star service is more about a mindset than just adherence to standards."
On 10th December 2012 a team of Rapport volunteers spent a day giving back to the commity at Kids Company charity.
Kids Company was founded by Camila Batmanghelidgh in 1996. They provide practical, emotional and educational support to vulnerable inner-city children.
Their services reach 17,000 children across London, including the most deprived and at risk whose parents are unable to care for them due to their own practical and emotional challenges. For many, the roles of adult and child are reversed and, despite profound love, both struggle to survive.
These exceptionally vulnerable children not only negotiate significant challenges in their family homes, they also face immense threat within their neighbourhoods. Often they are exposed to relentless violence, some are forced into working as drug couriers or prostitutes, and many experience chronic abuse.
Kids Company provide a safe, caring, family environment where support is tailored to the needs of each individual.
On Christmas day 2012 they welcomed over 3500 children and young people for; warmth, friendship and a hot meal. Over the entire Christmas period they provided food and gift parcels through their outreach programme to a further 4000 children and young people living in deprivation.
The Rapport team were definitely 'Stronger Together' as our volunteers from across the business, included team members from Societe Generale, Credit Suisse, Thomson Reuters, BNY Mellon and the whole of the Rapport team from Martin Lane. We all dressed in colourful Rapport branded t-shirts to hand pack and manoeuvre hundreds of food hampers.
Our Rapport team also put their gift wrapping skills to the test as we wrapped boxes of Lego and footballs as presents for the kids!
It was a brilliant day of charitable giving and team building on our 'hamper production line' and singing human chain. I hope you enjoy some of the photos from the day.