Lobby Ambassador

**Salary: £25,022.35**

**Company name: Mitie**
**Job Title: Lobby Ambassador**
**Reporting to: Group FOH Lead**

**Job objectives and responsibilities**
- The ultimate goal of the Lobby Ambassador is to exceed expectations and create a memorable 5* experience for all who pass through
- Manage the FOH touchpoints by providing a hotel concierge style experience
- Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded
- Greet and acknowledge all visitors and colleagues as they arrive/depart/pass by, ensuring they receive exceptional service
- Conduct visitor arrival/departure check-in and check-out by managing and issuing access, according to agreed visitor and contractor access processes that is smooth and efficient
- Proactively manage queues, striving to make the arrival or departure process as efficient as possible
- Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories
- Support the facilities manager, FOH and Security leadership team to deliver contractual service requirements, ensuring process compliance
- Monitor the touchpoint area as a whole; liaising with housekeeping, catering, porterage, and all relevant departments to ensure that it is set to agreed standards at all times

**Main duties**
- Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
- Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
- Support the setup of meeting rooms, event and collaboration spaces, as well as resetting areas to agreed layouts
- Carry out floor walks and service audits, and proactively logging work orders
- Work closely with the wider team in the handling of groups and VIPs etc.
- Establish rapport with frequent visitors; keep the team and relevant departments well-informed about visitor preferences
- Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc
- Liaise with VIPs and return visitors and ensure complete satisfaction during their time on site
- Interact with colleagues and visitors, and effectively deal with basic glitches, and inform the FOH Lead and/or Facilities Manager
- Be the face of the facilities team by providing tangible service that is visible and easily accessible
- Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
- To escalate any feedback relating to the service provided by the service team.
- Liaise with our client Communities and Workplace Experience colleagues to support the delivery of their initiatives and activities
- Support the provision of other services, such as mail distribution, IT hardware goods in/out
- Provide ad hoc cover and support to other work areas, such as: Porterage, Mailroom
- Respond to First Aid incidents
- Lost property management
- Provide cloakroom service
- To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
- Provide support to the wider service team as and when required
- Complete any reasonable management request or task
- Deputise in the absence of your Manager or similar supervisory position

**Person Specification**
- 1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality
- Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
- Immaculate grooming, personal presentation and sense of style
- Flexible, agile, and adaptable
- Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
- Must be highly proficient in Outlook, Word, Teams, and Chrome
- Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
- SIA certification
- Essential to be able to process large volume of queries across multiple platforms
- Average 70wpm typing speed desirable

Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation

Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.