Guest Experience Ambassador (HSBC)

What this job involves:

This is a 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 25 meeting rooms / 3 floors) and visitors are hosted to their meeting rooms.

The Lobby reception team are the first introduction to Customers and Guests. This must be delivered in a professional, discreet, and welcoming manner. Our aim is for our interactions to result in the highest possible level of Customer focus, professionalism, responsiveness, hospitality excellence and satisfaction.

What your day-to-day will look like:

• To host the main reception area, energise the space and create lasting impressions including appropriate Wayfinding / Orientation signage to facilitate seamless navigation.
• To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey including assisting with questions, verifying building access and providing temporary access.
• 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
• Being aware of internal and external VIPs to constantly recognise and deliver service excellence
• Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arises
• Coordinate the room booking processes to manage meeting rooms.
• Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately
• Proactively deal with and be accountable for enquiries and requests in person, via the telephone or email, in a timely and professional manner as well as providing follow-up as necessary
• Empowered to resolved problems and enhance visitor and client experience
• Maintain a strong awareness of business activity communicating relevant updates with team members
• Communicate to the Workspace Experience Lead any feedback including new / ongoing / potential issues and complaints so that they are addressed accordingly
• Liaising with other departments, namely security, workspace experience and operations, and hospitality services to provide a consistent and seamless experience
• Ensure Security and Health & Safety procedures are always adhered to.
• Follow the agreed process for Employee New Hires/Exits
• Maintain Standard Operating Procedures to support effective and consistent Lobby / Lobby processes and procedures
• Assist with F&B operations, including preparing and serving beverages, snacks, and meals to guests.
• Follow proper hygiene and food safety standards when handling and serving F&B items.
• Ensure all F&B areas are clean, orderly, and well-maintained.
• Adhere to any specific dietary requirements or restrictions outlined by guests.
• Strive to exceed guests’/ clients expectations by always providing personalized and attentive service.
• Ensure grooming standards are up to par and always in pressed attire and polished shoes.

Desired or preferred experience and technical skills:

• At least 1-3 year(s) of experience within a hospitality Front of House / Food and Beverage 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

Required Skills and Experience:

• Skilled in guest/client experience 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.