Steven Horner

Led the brands strategic entry into the Australian market beginning in January 2023 with a 10-day immersive training session in London followed by a carefully executed soft launch in March 2023.As the National Head of Operations, I held full accountability for overseeing the end-to-end operational framework, which encompassed a broad array of responsibilities. These included engaging with prospective clients, managing the preparation of tender submissions, delivering comprehensive client presentations, conducting financial modelling and overseeing the recruitment, onboarding and training processes.

My role involved ensuring the seamless mobilisation of operations, setting the foundation for long term success. As of December 2024, Rapport has grown to employ 60 ambassadors across New South Wales, Victoria and South Australia. Rapport is currently providing bespoke workplace, reception and concierge services to 9 client across 21 contracts, spanning diverse sectors including global banking, international law firms, building management and professional services. This expansion reflects Rapport's commitment to delivering exceptional operational excellence ad fostering lasting client relationships across the region

• Responsible for overseeing hospitality and event services across 10 sites nationwide, ensuring operational excellence and service innovation
• Spearheaded the mobilisation of corporate workplace hospitality and event services at major Westpac sites, including 275 Kent St, Barangaroo Sydney, and 150 Collins St Melbourne
• Cultivated strong relationships with Westpac Group's Board of Directors and executives to ensure exceptional service delivery
• Developed and executed strategic communication initiatives, aligning operational goals with client expectations
• Led change management initiatives to transition hospitality services to an agile workplace model
• Implemented cost control measures to optimise food, labour, and operational expenses while maintaining high service standards
• Drove innovation and process improvements to enhance client satisfaction and business growth
• Monitored global industry trends to proactively adapt service offerings, ensuring continuous improvement and revenue growth
• Ensured adherence to safety, security, and environmental sustainability policies within all managed locations
• Managed large-scale operations with direct responsibility for up to 200 employees, ensuring workforce productivity and engagement
• Controlled and optimised annual budgets of up to $100 million, aligning financial strategies with business objectives to drive profitability
• Developed and implemented leadership development programs to nurture high-potential employees and build strong management teams
• Established and executed enterprise-wide service delivery frameworks to enhance operational efficiency and customer experience
• Negotiated high-value contracts and service agreements with key stakeholders to ensure long-term business growth and sustainability
• Led cross-functional teams across multiple sites to maintain consistent service excellence and brand standards
• Led bid and tender presentations, developing compelling proposals that secured multi-million-dollar contracts and long-term business partnerships
• Conducted in-depth market analysis to align business proposals with industry trends and client needs, increasing competitive advantage
• Collaborated with senior executives to develop strategic growth plans, leveraging operational insights to drive new business opportunities
• Designed and implemented Diversity, Equity & Inclusion (DEI) initiatives to create an inclusive workplace culture and promote diverse leadership opportunities
• Championed employee engagement programs to foster a collaborative and inclusive team environment, increasing retention and overall job satisfaction
• Directed and oversaw the highly confidential Westpac monthly Board of Directors and Group Executives' three-day meetings, ensuring flawless execution and discretion at the highest level

• Managed premium private dining services, exclusive gaming suites, and high-profile corporate events within one of Australia's leading entertainment venues
• Developed and implemented service standards for high-end dining, in-room services, private jet catering, and poolside experiences
• Led a team of 140 employees, overseeing recruitment, training, and performance management
• Managed monthly revenues exceeding $1M, delivering consistent profitability and service excellence
• Curated private dining experiences for executive clientele, including Echo Board of Directors and VIP guests
• Directed budgeting, forecasting, and cost control across multiple revenue streams

• Progressed through multiple leadership roles, including Food & Beverage Operations Manager at Covent Garden Hotel, Soho Hotel (pre-opening), and Charlotte Street Hotel (pre-opening)
• Successfully managed three high-profile hotel openings, driving operational efficiency and revenue growth
• Led teams of up to 90 employees across restaurants, cocktail bars, and private dining spaces
• Developed and executed marketing strategies, service training programs, and compliance initiatives
• Delivered exceptional revenue growth, achieving up to 23% above budgeted targets
• Awarded Firmdale Hotels Manager of the Year (2009) and led Covent Garden Hotel's restaurant team to win the 2010 Hotel Catey Award for Best Hotel Restaurant Team in the UK