Senior Lobby Ambassador (Corporate Receptionist) - Mitie, London

Salary:  £33,000k per annum

Availability required:  Monday to Friday 7am to 7pm

Reporting to:  London FOH Lead

At this corporate flagship head office, located in the City, the building offers state of the art meeting room and event space technology, executive dining, and an unparalleled working environment.  Our front of house team strives to create memorable moments for clients and colleagues alike.

Role Overview:

We seek a dynamic individual to join our elite front of house team as a Senior Lobby Ambassador.  Our team is responsible for delivering exceptional arrival and departure experiences for our visitors and colleagues, proactively managing the working floors, meeting rooms, and collaboration spaces, and providing in-depth knowledge of the building's facilities and amenities.  As a key member of our team, you will play a vital role in crafting seamless and memorable experiences for our colleagues and visitors, exceeding expectations by going above and beyond to ensure every visitor and colleague feels valued and looked after during their time on site.  You will play a crucial role in creating memorable first and last impressions of this flagship office to all who attend it each day. You will be expected to maintain the highest standards of service, ensuring that every guest and colleague feels valued and appreciated from the moment they arrive until they depart while maintaining a consistent presence in the lobby areas.  You will be responsible for giving warm welcomes and fond farewells to our guests and visitors.  

The ultimate goal of the Senior Lobby Ambassador is to act as brand ambassador for standards, handle special requests including preferences for colleague's and visitor's time on site, as well as show intuition and empathy in all kinds of situations.  To be an active and contributing senior member of the Front of House team, ready to step in and support any area at any time.  

Key Responsibilities:

• Warm Welcomes: Greet and assist all visitors and colleagues with a professional, concierge-level approach.
• 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.
• Lobby Excellence: Oversee the lobby environment, coordinating with housekeeping, catering, and other departments to uphold agreed standards.
• Escorting: Connecting our visitors with where they need to be in the building
• 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.
• Spaces: Support the set up and reset meeting rooms and event spaces to specified layouts.
• Routine Checks: Perform floor walks and service audits, logging any necessary work orders.
• Visitor Engagement: Build rapport with frequent visitors, keeping the team informed about their preferences.
• Local Expertise: Provide comprehensive information about local attractions, services, and events.
• VIP Services: Ensure VIP guests receive exceptional service and satisfaction.
• Query Management: Triage and respond to colleague queries via various platforms, referring them as needed.
• Visible Support: Act as a tangible and accessible point of service for all inquiries.
• Team Collaboration: Work closely with client's workplace experience teams to support their initiatives, activities and events.

Qualifications:

• Experience: Minimum 2 years' in high-end hotels or prestigious corporate workplaces. 
• 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.
• 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

Core Skills:

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