Senior Guest Ambassador

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