Senior Guest Ambassador in London

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

• Deliver 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.
• Adapt quickly 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.
• Conduct regular audits of all managed platforms and systems to ensure compliance, accuracy, operational efficiency, and adherence to company standards and procedures.
• Lead, manage, and inspire the Guest Ambassador team.
• Oversee daily operations including shift planning and rota management, and ensure robust shift handovers.
• Provide coaching, training, and development and act as a role model at all times.
• Deliver a proactive 5‑star front‑of‑house experience and serve as the main point of contact for occupiers and visitors.
• Build strong stakeholder relationships and support customer engagement and events.
• Maintain high standards across all spaces and support fully managed practices and procedures.
• Maintain a visible security presence, ensuring compliance with all procedures and systems.
• Oversee CCTV and incident response, conduct patrols, manage health & safety, and lead emergency response.
• Take ownership of the workplace app, including user management, onboarding and off‑boarding 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.
• Manage visitor, customer and contractor processes, ensure accurate reporting, oversee key and asset management, work with service partners, maintain SLA standards, and support workplace strategy.
• Assist with budgets and reporting, and promote innovation and added‑value services.

Person Specification

• Experience in a leadership role within security or hospitality.
• Strong customer‑service background.
• Excellent communication skills.
• Professional and organised; calm under pressure.
• Knowledge of security systems.
• IT literate.

Essential Requirements

• SIA Door Supervisor Licence.
• First Aid qualification (or willingness).
• 5 years verifiable work history.
• Flexible approach to work.

Working Hours

Monday to Friday, 07:00 – 19:00.