Contact
Gary Acheson
Head of HR and training Rapport
24 Martin Lane
London EC4R 0DR 020 7280 0708
gary@rapport.eu.com www.rapport.eu.com
Development Academy programme is available to all our staff and provides a range of bespoke training sessions including Employee Engagement, Five Star Service and Achieving Excellence, Engaged Tone (professional telephone techniques), Elocution Skills, Inspirational Leadership and our newly launched Diversity, Disability and Protocol Awareness training course. We also offer our employees the
opportunity to undertake workforce qualifications, including a Supervisor Passport, aimed at high-performing frontline team members who want to be promoted to supervisor or team leader; Accelerate, a six-month supervisory development programme; and Evolve, a senior management development programme, designed to create passionate, skilled managers. Operational excellence is underpinned
by Rapport’s award-winning guest services programme Impressions, which is an industry-leading initiative encompassing aspirational key standards, core training modules, quality auditing and employee recognition.
Case study Katrine Skovgaard, deputy executive services manager for a major banking client, Canary Wharf, London “Having started my career in the hotel industry, I was looking to expand my skills when I discovered Rapport. I was impressed with its focus on providing five-star service within a corporate environment. The company was looking for enthusiastic people who were passionate about achieving remarkable service, and I knew straight away this was my career path. Four years later, I still love my career with Rapport. “Career development and transfer opportunities between contracts
are actively supported, as I have personally experienced. My first role with Rapport was as a receptionist at a leading professional services firm on the main reception and client floor. Within one year I was promoted to duty supervisor. I later transferred to my current bank as reservations team leader, managing a team of eight. A year after that, I was promoted to deputy manager, taking on another four employees at our sister office. My role is fast-paced and involves operations, human resources, budgeting, statistics and developing other colleagues. One of my team was recently promoted, moving to a new Rapport contract win as team leader. “Rapport has a family feel that allows us to visit colleagues at other sites, on the many training courses offered and at Rapport’s brilliant social events. Their recognition schemes identify those who work hard and the fact that everyone in the company, including the managing director, knows your name, makes you feel valued.”
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