Foodservice Cateys 2021: People and Training Award: Learning and development, Rapport Guest Services

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The pandemic has been an unsettling time for hospitality staff. With uncertainty surrounding the future of jobs, it has never been more important for businesses to support their employees’ physical, mental and financial wellbeing. The learning and development team at Rapport Guest Services has demonstrated its commitment and compassion by delivering a raft of empathetic initiatives.

Rapport provides a range of front and back of house services across 46 contracts in the UK and Ireland, Europe, the US and Hong Kong. Its 10-strong learning and development team supports Rapport employees (known as ‘ambassadors’) at the client sites with a holistic approach that is second to none.

Prior to the pandemic, the team focused its support on engagement and recognition programmes, training workshops and a consultancy approach to assist many of the clients’ own teams to elevate their customer service offering. But as the full impact of Covid-19 hit, many clients had to make difficult decisions, which resulted in the redundancy of some Rapport staff. The subsequent creation of Rapport Assist was a truly industry-leading idea.

The Rapport Assist website offers employees advice on applying for jobs, interviews and CV writing, as well as access to job boards. Workshops have covered proactivity, self-awareness, resilience, a growth mindset and how to boost LinkedIn profiles. Staff made redundant were given three months’ free access to the staff benefits programme, including training and the network of mental health first aiders.

The company understands the importance of noticing and listening to staff. To this end, a network of employee resource groups, called BeYou@Rapport, was set up to create a safe space where individuals could be supported, educated and connected. The initiatives have included empowering women at work, the creation of a cultural diversity group, and raising awareness of the LGBTQ+ community.

Rapport recognises that the hospitality industry has much to offer those from disadvantaged and vulnerable backgrounds. A host of charities and other bodies have benefitted as a result, including Refettorio Felix, which redistributes food destined for landfill to people in need, and the Learning for Life programme at West Lea School in north London, which offers hospitality experience to students.

By adopting an agile mindset, demonstrating flexibility and working collaboratively with its staff, Rapport Guest Services’ learning and development team has helped staff through what has been one of the most difficult times in their lives. The commitment of the learning and development team has not only resulted in exceptional feedback from staff, but also boosted the relationship with clients, who have called on Rapport to deliver training workshops for their own internal teams.

What the judges said

“A company with a contemporary approach to training that really feels like it has been devised for today. Rapport Guest Services’ target of one in 11 of its people being a mental health first aider is inspirational, particularly given all that returning to work will entail.”

Mark Philpott

The shortlist

• Learning and development team, Rapport Guest Services
• People team, BaxterStorey
• Stephanie Robertson, Restaurant Associates

Past winners

• 2019 Sarah Hutchings, Searcys
• 2018 CH&Co learning and development team
• 2017 Rik Razza, BaxterStorey
• 2016 Tim Sturk, BaxterStorey
• 2015 David Bridge and the food development team ISS Food & Hospitality
• 2014 Graham Eveleigh, BaxterStorey
• 2013 Yen Chong, Harbour & Jones