The role of a Guest Services Ambassador is to provide the highest levels of client and visitor care. To provide service excellence and to ensure that the visitor experience is seamless, and all reception duties are attended to. Responsible for the guest service duties onsite, supporting each element of the guest service operation, and ensuring that all functions are carried out in accordance with stipulated protocols and procedures. A guest services who has an instinctive customer centric approach that anticipates our colleagues & customer’s needs and lives the CX Vision:
“We pledge to create exceptional, memorable experiences for colleagues and customers”Reporting To The Workspace Experience AmbassadorThis is a 6 month Fixed-Term ContractWorking hours/pattern
Core service hours of Guest Services are 07.00-19.00. These hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.
About the role:
Role is primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). The role is based in the lobby, reception areas; to include four operational floors. Additional this would cover across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to and visitors are hosted to their meeting rooms.
Key Responsibilities
Service Excellence
To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey
To host the main reception area energising the space and creating lasting impressions
To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach
Fluency of both internal and external VIPs to constantly recognise and deliver service excellence
Communication between team members to ensure smooth transitions throughout the building
Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arises following up with clients and ensuring client expectations are met and where possible exceeded
Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately
Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner
Continually develop expertise of business operation and client knowledge to exceed in service delivery
Using empowerment for problem resolution whilst enhancing visitor and client experience
Ensure a commitment to service excellence recognised with service STARs
Provide a reservation service by booking and confirming meeting and event space
Guest Services Operation and Communication
Adaptable to work with a hybrid approach throughout the guest services operation
Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
Maintain a strong awareness of business activity communicating all updates with team members
Communicate to the Workspace Experience Ambassador any new / ongoing / potential issues and complaints so that they are addressed accordingly
Support the training of new Guest Services team members
Liaising with other departments, namely security, facilities, and hospitality services
Ensure Security and Health and Safety procedures are adhered to at all times.
Personal Presentation and Responsibilities
Maintain a professional, polite and considerate manner at all times
Adhere to uniform and presentation standards as per the personal appearance guidelines
Taking ownership of guest services responsibilities to constantly develop service standards
Person Specification/Requirements
At least 1 year of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline
Self-motivated individual committed to service excellence
Possesses an operational knowledge of all reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods
Ability to demonstrate empathy, excellent customer service and practical skills
Skilled in guest/client service and confident in striving for excellence
Operational knowledge of all reception services and standard operating procedures
Must have excellent organisational skills and good attention to detail
Must be computer literate including MS office
Ability to use own initiative and takes ownership
Professional and high standard telephone etiquette
Should have an excellent and positive “can do attitude” and a great team player and supporter
Able to work in a busy and pressurised environment providing a discreet and personalised service.
From time to time the company may require you to work at other sites, on projects, company development, site visits or similar. You will also positively represent the Company at all times along with being present in the workplace at critical times of operation.
