Roving Ambassador (Facilities Assistant)

Salary:  £30,000k per annum

Availability required:  Monday to Friday 630am to 7pm

Reporting to:  Regional FOH Manager

Role Overview:

As a Roving Ambassador (Facilities Assistant), your mission is to craft a seamless 5-star experience for every visitor and colleague and support the Front of House Manager and Facilities Manager to proactively manage the workspace and ensure all is working as intended.  With a blend of exceptional service and meticulous attention to detail, you'll ensure every interaction leaves a lasting impression.  You will be extremely organised, able to work independently, and skilled at developing meaningful and productive relationships with our clients and key stakeholders.  You will be just as comfortable stepping in to support a client with their AV query, as you will be carrying out a floor walk and liaising with other workstreams to resolve any issue that is impacting colleague experience on site.  This is a physically demanding role and you will be spending a lot of time on your feet, and be a natural problem solver.      

Key Responsibilities:

• Warm Welcomes: Greet and assist all visitors and colleagues with a professional, concierge-level approach.
• Meeting Rooms and Porterage:  Own the set up and reset of meeting rooms and event spaces to specified layouts
• Manage Key Areas:  Daily ownership of the physical touchpoints, ensuring all colleague and client facing areas are set to agreed layouts, fabric, and housekeeping standards, and all working as intended
• Efficient Check-ins: Manage visitor check-ins and check-outs, ensuring smooth access and departure processes.
• Queue Management: Proactively manage queues to streamline arrival and departure experiences.
• Facility Coordination: Support facilities management and the wider FOH team to proactively manage the workspace, ensuring compliance and maintaining high service standards.
• Technical Expertise:  Offer first class meeting room first fix AV support.  Undertake regular checks of AV kit to ensure it is working at all times.  
• Security: Be vigilant at all times, to keep our colleagues and visitors safe

Main Duties:

• Professional Conduct: Maintain a high level of professionalism, adhering to company policies and procedures.
• Effective Communication: Address and resolve visitor and colleague requests efficiently, ensuring clear and timely follow-up.
• Routine Checks and Audits: Perform floor walks and service audits, logging any necessary work orders, and seeing through to resolution
• Visitor Engagement: Build rapport with frequent visitors, keeping the team informed about their preferences.  Act as a host in the Lobby area.  
• VIP Services: Ensure VIP guests receive exceptional service and satisfaction.
• Query Management: Triage and respond to colleague queries via various platforms, ensuring all queries are acknowledged and resolved efficiently
• Visible Support: Act as a tangible and accessible point of service for all inquiries whilst moving throughout the office.
• Interlock:  Act as an interlock between service teams and support the management team to coordinate their response to issues affecting colleague experience 
• Team Collaboration: Work closely with client workplace experience teams to support their initiatives, activities and events.
• Escorting:  Host approved contractors on site
• Administration:  Maintain trackers, logs and digital records.  Preparation of reports.  Ordering office peripherals, stock, and uniforms.
• Point of Contact:  Act as the eyes and ears in the absence of the Facilities Manager, and running team briefings or huddles
• Role Model:  Adopt the service standards and support the management team with training of fellow team members  

Qualifications:

• Experience: Minimum 2 years at prestigious corporate workplaces, or in high-end 5* hotels.
• Communication Skills: Exceptional verbal, written, and interpersonal skills.
• Presentation: Immaculate grooming and personal presentation.
• Technical Proficiency: Skilled in Outlook, Word, Teams, and Chrome; experience with visitor management tools like Condeco.
• AV:  Comfortable with meeting room and event space AV equipment (MTRs, microphones and speakers, docking stations)
• IT: Ability to handle a high volume of queries over different platforms
• Customer Service:  "How can I help" mindset - aligned with that of a 5* hotel
• SIA Licence:  To be provided

Core Skills:

Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritization, and personal organization.

Join us to play a pivotal role in ensuring our Client's office is working as intended and a great place to be at all times