Host, Customer Service​/HelpDesk, Customer Service Rep

Job Overview

We are excited to recruit a Welcome Host to join our team at one of London’s most iconic destinations. Standing at an impressive 278m, this building offers guests breathtaking panoramic views of the capital from the 58th floor. This is an exciting opportunity for an enthusiastic and guest‑focused individual who thrives in a fast‑paced environment and is passionate about creating memorable experiences.

• Create exceptional first impressions by delivering a warm, engaging and professional welcome to every guest.
• Be a visible and proactive presence, supporting guests throughout their visit and helping to create memorable experiences.
• Respond confidently to guest enquiries and resolve issues wherever possible, escalating when needed to ensure the best outcome.
• Support all guests to enjoy their visit, including families, elderly visitors and those requiring additional assistance, ensuring everyone feels welcomed, informed and valued.
• Keep guests updated on timings, queues and key information, creating a smooth and enjoyable visitors journey.
• Ensure all guests are welcomed and admitted in line with ticketing and access procedures.
• Take pride in maintaining a clean, organised and welcoming environment that reflects an exceptional guest experience.
• Champion a safe environment by following health and safety procedures and supporting emergency protocols when required.
• Anticipate guest needs, take ownership and look for opportunities to enhance the overall experience.
• Contribute to a positive and collaborative team culture through open communication, professionalism and support for colleagues.

• Minimum of one year of customer service experience in a similar role, such as front‑of‑house reception within a luxury hotel, premium airline, attraction or corporate environment.
• Warm, outgoing personality able to build strong rapport with key stakeholders.
• Excellent verbal and written communication skills in English.
• Creative, proactive, organised, highly detail‑focused, process‑driven and resourceful, with a positive, can‑do attitude.
• Confident working independently as well as collaboratively within a larger team.
• Impeccably presented with exceptional interpersonal skills.
• Passion for delivering outstanding guest service in every interaction.
• Desire to share Rapport values:
  Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, Stronger Together.

• £29,233 per annum salary.
• Full‑time permanent contract, 35 hours per week, 9am to 6pm with occasional evenings and early mornings for event support. 5 days out of 7, including weekends and bank holidays.
• Exclusive travel and grocery discounts, life assurance and cash rewards.
• Contributory pension scheme.
• Access wellness programs, Employee Assistance Program, digital GP services.
• Unlimited learning and development opportunities.
• Recognition through WOW Awards.
• One paid community support day per year.

Rapport Guest Services is a multi‑award‑winning company delivering front‑ and back‑of‑house guest services for leading organisations across the UK, Ireland, and globally. We are part of Compass Group UK & I and pride ourselves on an inclusive, wellbeing‑focused culture. We are also a Disability Confident Employer.