At Rapport we believe that every guest experience should be unique. We are specialists in providing a range of fully managed front and back-of-house guest services including reception and concierge. Our Ambassadors key focus is to ensure clients and guests enjoy a remarkable experience; anticipating their needs – even before they do, saving precious time and enhancing the guest experience.
The Position:
Newly launched in Australia, we are looking for an experienced entrepreneurial and growth minded National Operations Manager - Concierge and Guest Services to lead our Rapport operations in Australia.
This exciting role requires a dynamic leader with a passion for creating exceptional guest experiences. You will champion Rapport’s unique culture, values, and vision, shaping our future and driving excellence across operations. Working as part of the global team, you’ll lead strategy, client relationships, and innovation to ensure Rapport continues to be a leader in hospitality and guest services.
The Role:

• Client Leadership: Build and nurture trusted client partnerships, ensuring the delivery of exceptional guest experiences tailored to their needs. Act as a strategic advisor to clients, pre-empting their needs and driving high standards of service. Oversee retention efforts and lead successful tender and re-tender processes.
• Strategic Oversight: Define and implement a forward-thinking country strategy aligned with global objectives. Lead business planning and operational initiatives to position Rapport as a best-in-class provider in the industry.
• Team Empowerment: Inspire, coach, and mentor high-performing teams to achieve excellence. Promote a culture of empowerment, recognition, and continuous development. Build capability within the leadership team and ensure all team members align with Rapport’s values.
• Business Growth: Drive sales and business development efforts by identifying growth opportunities, collaborating with internal stakeholders, and presenting compelling proposals to prospective clients. Lead business mobilisation and ensure seamless transitions for new contracts.
• Operational Excellence: Foster a culture of continuous improvement and innovation. Monitor key performance metrics, benchmark standards, and ensure compliance with health, safety, and quality standards.
• Financial Leadership: Manage budgets effectively, ensuring alignment with financial targets and delivering value for clients. Leverage data and insights to make informed business decisions and drive cost efficiencies.
• Brand Advocacy: Elevate Rapport’s profile by championing its values, vision, and culture. Represent the company at industry events, drive award submissions, and actively promote Rapport’s unique brand through various channels.

The Person:

• Experience in premium guest services leaderships roles, with multi-site experienced preferred
• In addition, hospitality catering experience is also highly desired
• An up-beat individual with integrity and a can-do attitude
• An inspiring leader with proven experience leading high-performing teams
• Experience driving business growth
• Strategic and commercially savvy, with a passion for innovation and service excellence
• Skilled at building relationships with clients, stakeholders, and teams
• Adept at managing multiple priorities and delivering results in a dynamic environment
• Committed to fostering a culture of inclusivity, wellbeing, and engagement
• Passionate about delivering great service and take responsibility for the performance of all operations
• Work well under pressure and confident in handling multiple, concurrent demands
• Interstate travel required
• Partnering with clients across the Banking, Finance, Tech & Professional Services Corporations , amongst others to deliver customised solutions

The Benefits:
Compass Group is an organisation that's proud of its great people. We believe in the opportunity to recognise and develop great talent and offer many diverse opportunities for career advancement. Recognised as an employer of choice we also have an attractive benefits program including a competitive salary and incentive scheme, recognition programs, paid parental leave, team event days, site-based benefits, and company discounts.

Our people’s unique backgrounds, experience, and abilities are at the heart of our vibrant workforce. We strive to create workplaces that reflect the diverse communities that we serve, where everyone feels empowered and valued. By building diverse teams means we are creating inclusive environments for all our people and those we connect with through our day-to-day operation. We welcome & encourage applications from Aboriginal & Torres Strait Islander peoples, people of all backgrounds, ages, sexual orientation, gender expressions, gender identity and people with disability.We welcome and encourage applications from Veterans, ex-Defence and Defence family members.