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The people team at guest and workplace services provider Rapport is responsible for attracting, training, developing and overseeing the wellbeing of the company’s ambassadors in more than 62 contracts at over 180 locations across the UK and Ireland. These ambassadors work across a range of organisations and workplace settings and the people team works hard to make sure they remain motivated and empowered.

Its initiatives have included recruiting 100 mental health first-aiders across the business to support clients, guests and colleagues. Five of the 11 members of the people team are mental health first-aiders and monthly meetings are held to focus on topical mental health issues. The team has also hosted and recorded panel discussions with representatives from Mental Health First Aid England and partnered with client sites to host wellbeing workshops.

While much of the hospitality industry has struggled with recruitment since the pandemic, the efforts of Rapport’s people team have seen the business welcome 523 new ambassadors over the past 12 months. This included holding more than 228 ‘out of office hours’ job interviews after 7pm or during weekends over the year to allow candidates to fit meetings around their working day. The extra flexibility has also broadened the diversity of the background of Rapport’s recent hires, with the company focused on hiring for ‘attitude over aptitude’.

Alongside the new hiring strategy, Rapport’s people team has also focused on upskilling its ambassadors. The company hired a senior learning and development manager who has overseen an 18-month development programme to invest in the leadership skills of its managers.

Other initiatives include an Ambassador Impression Programme, which has reimagined the employee journey and taken on feedback from applicants, management focus groups and exit interviews, to boost the retention of staff in the business.

Rapport works with West Lea, a school for students with special educational needs and disabilities, in Enfield, London. It has offered paid roles to interns from the school and provided practical support to managers and teams to ensure adjustments were made to accommodate graduates. After a number of requests from ambassadors, Rapport formed the ‘Be Kind’ network, which gives its teams the chance to give back to the community. It has partnered with Down Syndrome Ireland and welcomed a young person on a 10-week work experience programme.

The people team has also made wider efforts to focus on diversity, equity and inclusion and collaborated with one of its clients to host a panel to mark Black History Month entitled ‘Inclusive Recruitment: Let’s Talk About Race’, which was attended by 65 people from across different areas of the business. The people team has also supported World Aids Day events and created a bespoke e-learning site on diversity and inclusion and disability awareness, with hundreds of team members completing the sessions.

What the judges said

“Rapport has consistently delivered an amazing experience for members. I love this approach and vitality, especially when teams get together.” Janet Wigley

The shortlist

Amplify Guest Services

Rapport

Signature Dining

Past winners

2022 ESS People Team

2021 Learning and development team, Rapport Guest Services

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