Guest Experience Ambassador - Part Time

The role of a Guest Experience 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 clients colleagues & customer’s needs and lives the CX Vision: “We pledge to create exceptional, memorable experiences for client's colleagues and customers.”

What this job involves:

• Role is primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum).
• Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 20 meeting rooms per floor) 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.
• Complimenting the Vgreet mobile reception technology with service by anticipating visitor needs, 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.

• Adaptable to work with a hybrid approach throughout the guest services operation including main building reception, internal reception spaces and guest services hub.
• 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 Guest Experience Team Leader/Supervisor any new / ongoing / potential issues and complaints so that they are addressed accordingly.
• Support the training of new Guest Experience 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.

• 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.

What we expect from all our colleagues on account:

• Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.
• With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.
• Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.
• Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date.
• You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and client's strategic desire for data-driven decisions.
• You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations.