At a Glance
- Tasks: Lead a dynamic team to deliver 5-star service and ensure safety at City Tower.
- Company: Join a prestigious company in the heart of London, focused on excellence.
- Benefits: Enjoy training, development, and a supportive, inclusive work environment.
- Other info: Flexible working hours with opportunities for growth and innovation.
- Why this job: Make a real impact by enhancing customer experiences and workplace safety.
- Qualifications: Experience in leadership within security or hospitality and strong customer service skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: On site / London, UK
Job type: Permanent / Full-time
Sector and subsector: Security | General
Salary: Negotiable salary
Job Purpose
We are seeking a highly experienced and dynamic Senior Guest Ambassador to lead the front of-house and security service delivery at City Tower, a flagship high‐rise building in the heart of the city. This role combines leadership, customer experience, concierge, and security oversight, ensuring a seamless, premium workplace and visitor experience. Acting as the on‐site ambassador, you will lead and inspire a team while maintaining a safe, welcoming, and highly professional environment for all customers, guests, and stakeholders.
Key Responsibilities
- You will be responsible for delivering a 5-star service, driving standards, and ensuring the building operates efficiently, safely, and in line with client expectations.
- Provide operational support across fully managed sites when required, including short‐term cover, resource planning, and hands‐on assistance to ensure service continuity.
- Maintain consistent service delivery standards, ensuring all operational, customer experience, and security expectations are upheld at all times.
- Quickly adapt to different sites and teams, integrating effectively to support business needs and client requirements.
- Manage and monitor all customer deliveries comprehensively, ensuring daily delivery activity remains within agreed capped allowances and in line with site procedures and operational requirements. Escalate any breaches, trends, or noncompliance in a timely manner.
- Conduct regular audits of all managed platforms and systems to ensure compliance, accuracy, operational efficiency, and adherence to company standards and procedures. Produce audit findings and support corrective actions where required.
Leadership & Team Management
- Lead, manage, and inspire the Guest Ambassador team.
- Oversee daily operations including shift planning and rota management.
- Ensure robust shift handovers.
- Provide coaching, training, and development.
- Act as a role model at all times.
Customer & Workplace Experience
- Deliver a proactive 5-star front-of-house experience.
- Act as main point of contact for occupiers and visitors.
- Build strong stakeholder relationships.
- Support with arranging customer engagement and events.
- Maintain high standards across all spaces.
- Understanding and support of fully managed practices and procedures.
Security & Safety Oversight
- Maintain a visible security presence.
- Ensure compliance with all procedures and systems.
- Oversee CCTV and incident response.
- Conduct patrols and manage health & safety.
- Take ownership of the workplace app, including user management, onboarding and offboarding of customers, and maintaining accurate access permissions.
- Provide first‐line support for app‐related queries and troubleshooting, ensuring timely resolution of issues and minimal disruption to the customer experience.
- Promote effective use of the app, supporting customers in understanding its features and benefits to enhance engagement and workplace experience.
Operations & Service Delivery
- Manage visitor, customer and contractor processes.
- Ensure accurate reporting.
- Oversee key and asset management.
- Work with service partners.
- Maintain SLA standards.
- Work with Customer Experience Manager and customers.
- Support workplace strategy.
- Assist with budgets and reporting.
- Promote innovation and added value services.
Person Specification
- Experience in leadership role within security or hospitality.
- Strong customer service background.
- Professional and organised.
- Calm under pressure.
- Knowledge of security systems.
- IT literate.
- SIA Door Supervisor Licence.
- First Aid qualification (or willingness).
- 5 years verifiable work history.
- Flexible approach to work.
What We Offer
- Training and development.
- Employee benefits.
- Inclusive working environment.
- We achieve more together.
- We are committed to excellence.
- We are open and fair.
- We embrace opportunity.
Working Hours: Monday to Friday, 07:00 – 19:00
Senior Guest Ambassador in London employer: Hollybank Trustees Ltd
As a Senior Guest Ambassador at City Tower in London, you will join a dynamic team dedicated to delivering a 5-star service in a prestigious high-rise environment. Our inclusive work culture fosters professional growth through training and development opportunities, while our commitment to excellence ensures that every employee feels valued and empowered to make a difference. With a focus on teamwork and innovation, we provide a unique opportunity to lead and inspire others in creating a safe and welcoming atmosphere for all visitors and stakeholders.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Guest Ambassador in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the security and hospitality sectors. Attend industry events or local meet-ups to make new contacts. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your personality! When you get an interview, let your passion for customer service and leadership shine through. Share stories that highlight your experience and how you’ve gone above and beyond in previous roles.
✨Tip Number 3
Research the company culture! Before your interview, check out their website and social media. Understanding their values and mission will help you tailor your responses and show that you’re a great fit for their team.
✨Tip Number 4
Apply through our website! We want to see your application directly. It shows initiative and gives us a chance to connect with you right away. Plus, it’s the best way to stay updated on any new opportunities that pop up!
We think you need these skills to ace Senior Guest Ambassador in London
Some tips for your application 🫡
Show Off Your Experience:When you're writing your application, make sure to highlight your leadership experience in security or hospitality. We want to see how you've managed teams and delivered top-notch customer service in the past.
Tailor Your Application:Don’t just send a generic application! Tailor it to the Senior Guest Ambassador role by using keywords from the job description. This shows us that you understand what we're looking for and that you're genuinely interested in the position.
Be Professional Yet Approachable:While we love a friendly tone, remember to keep it professional. Your written application should reflect the high standards we uphold at StudySmarter, so balance your personality with professionalism.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Senior Guest Ambassador. Familiarise yourself with the key aspects of customer service, security oversight, and team management. This will help you articulate how your experience aligns with the job requirements.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your leadership abilities. Think about times when you've inspired a team or handled a challenging situation effectively. Highlighting your experience in managing teams and delivering exceptional service will resonate well with the interviewers.
✨Emphasise Customer Experience
Since this role is all about providing a 5-star service, be ready to discuss your approach to customer experience. Share specific instances where you went above and beyond for customers, and how you ensure a welcoming environment for guests and stakeholders.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle pressure. Prepare by thinking through potential challenges you might face in the role, such as managing security incidents or ensuring smooth operations during busy periods, and how you would address them.
