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Form of workJob Description
Job: Lobby Ambassador
Working as a Lobby Ambassador will allow you the opportunity to work with great people like yourself. You will be surrounded by people who are passionate about what they do and share our belief in the quality value of delivering superior hospitality to our premier client.
The Lobby Ambassador will be responsible for engaging all Clients, Guests, Vendors, Tourists, and Tenants entering the lobby and reception center, and will display an energetic, friendly, and approachable demeanor at all times.
Essential Job Functions:
- Supporting the Lobby Ambassador Lead ensures that every guest is greeted with enthusiasm and has a memorable experience.
- Acting as way-finders and hospitality services resource for all guests.
- Speaking freely and warmly, engaging clients and guests while efficiently assisting in the check-in process or escorting them to their destination
- Reviewing and committing to memory the profiles of VIP guests expected for the day
- Recognizing and welcoming VIP guests using service excellence standards
- Communicating effectively with team members and passing on necessary information to colleagues that may arise.
- Building and maintaining a relationship with tenants and repeat guests, enhancing their overall experience.
- Gaining an understanding of the client culture, key areas of activity and creating “transparency” by serving as an extension of the client.
- Takes ownership of their assigned building location, actively engaging with all guests.
- Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
- Adhering to Hospitality signature look.
- Ability to memorize FAQs and speak knowledgeably about the building, surrounding areas, transportation, local restaurants, and Local ‘happenings’.
- Other duties as assigned.
Responsibilities:
Client Care:
- Greeting all guests/ visitors, ensure eye contact is made within 10 ft. of entrances.
- Greeting internal and external clients with a smile, acknowledging them promptly, using the agreed welcome “Good Morning/Good Afternoon …”
- Working in tandem with team members and other building personnel, always ensuring smooth transitions at each stage of guest’s journey.
Team Work and Communication:
- Communicate effectively with peers and Lobby Ambassador Lead, displaying accuracy and attention to detail both in verbal and written communication.
- Maintaining a strong awareness of business activity and communicating all updates with your team members.
- Communicating effectively with team members and passing on necessary information to colleagues that may arise during the escorting process.
- Providing assistance according to business needs e.g. lunch cover, call-outs, and general support.
- Supporting the training of new associates and completing checklists accordingly.
- Taking part in the cross-training program which covers all areas of the department, when available.
Building Art and History Knowledge:
- Speaking about artwork located inside and the immediate vicinity surrounding the building. Including artist, history, and year commissioned.
- Maintaining basic knowledge of the history of buildings and surrounding areas.
- Maintaining basic knowledge of shops, restaurants, transportation, and attractions.
Personal Presentation and Responsibilities:
- Maintaining a professional, polite, and considerate manner at all times.
- Adhering to uniform and presentation standards as per the dress policy.
Working Environment:
- Maintain a clear, presentable working area at all times and report all maintenance faults/hazards and cleaning requests to the appropriate personnel. Monitor progress to ensure issues are promptly rectified. Escalate to your Supervisor as necessary.
This role is stationed outside the entrance to the lobby of each building.
Physical Aspects of Position:
- Physical Aspects of the position include but are not limited to the following:
- Constant standing and walking in the building lobby throughout shift.
- Frequent lifting and carrying up to 30 lbs.
- Constant kneeling, pushing, pulling, lifting.
- May be required to cover Exterior Lobby Ambassador breaks/shifts as needed.
Policies and Procedures:
- Adhere to the Company and the building’s policies and procedures.
- Abide by all Security policies and procedures, including access restrictions, Fire and Life Safety information.
- Comply with the Reception and Concierge Services Standard Operating Procedures (SOP) Manual and keep up to date with new information issued. Familiarize yourself with the site-specific SOPs. Maintain SOPs as ‘living’ documents.
Requirements:
- Enjoys engaging with people.
- Comfortable to be on their feet as their job requires standing.
