Lobby Ambassador

The ultimate goal of the Lobby Ambassador is to exceed expectations and create a memorable 5

• experience for all who pass through


-Manage the FOH touchpoints by providing a hotel concierge style experience

-Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded

-Greet and acknowledge all visitors and colleagues as they arrive/depart/pass by, ensuring they receive exceptional service

-Conduct visitor arrival/departure check-in and check-out by managing and issuing access, according to agreed visitor and contractor access processes that is smooth and efficient

-Proactively manage queues, striving to make the arrival or departure process as efficient as possible

-Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories

-Support the facilities manager, FOH and Security leadership team to deliver contractual service requirements, ensuring process compliance

-Monitor the touchpoint area as a whole; liaising with housekeeping, catering, porterage, and all relevant departments to ensure that it is set to agreed standards at all times

Main duties

-Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies

-Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements

-Support the setup of meeting rooms, event and collaboration spaces, as well as resetting areas to agreed layouts

-Carry out floor walks and service audits, and proactively logging work orders

-Work closely with the wider team in the handling of groups and VIPs etc.

-Establish rapport with frequent visitors; keep the team and relevant departments well-informed about visitor preferences

-Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc

-Liaise with VIPs and return visitors and ensure complete satisfaction during their time on site

-Interact with colleagues and visitors, and effectively deal with basic glitches, and inform the FOH Lead and/or Facilities Manager

-Be the face of the facilities team by providing tangible service that is visible and easily accessible

-Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self service channels

-Utilise a "hands on" approach whilst ensuring the service delivery is at the required standard

-To escalate any feedback relating to the service provided by the service team.

-Liaise with our client Communities and Workplace Experience colleagues to support the delivery of their initiatives and activities

-Support the provision of other services, such as mail distribution, IT hardware goods in/out

-Provide ad hoc cover and support to other work areas, such as: Porterage, Mailroom

-Respond to First Aid incidents

-Lost property management

-Provide cloakroom service

-To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie

-Provide support to the wider service team as and when required

1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality

-Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence

-Immaculate grooming, personal presentation and sense of style

-Flexible, agile, and adaptable

-Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.

-Must be highly proficient in Outlook, Word, Teams, and Chrome

-Competent using visitor and space management tools, such as Condeco, ProxyClick, etc

-SIA certification

-Essential to be able to process large volume of queries across multiple platforms

-Average 70wpm typing speed desirable

Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation